Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Martha Paola Castellanos Zafra

Martha Paola Castellanos Zafra

Puebla, Pue

Summary

Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Determined, recent graduate with hospitality management degree. Highly effective in greeting guests and resolving issues. Looking for position in hospitality industry focused on providing exceptional service.

Overview

4
4
years of professional experience

Work History

Hotel Front Desk Clerk

Hostal San Andres
01.2023 - 05.2023
  • I was in charge of the reception area, housekeeper, kitchen and customer service.
  • In addition to taking control in inventories
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees, and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Generated customer service reports to track customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Educated customers on company systems, form completion, and access to services.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
  • Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
  • Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
  • Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Hang, cleaned and rehung draperies to maintain freshness.
  • Signed for deliveries, checked items into inventory and stocked goods into proper locations.
  • Followed strict standards for food handling and safety, minimizing risks to customers.
  • Kept kitchen clean and organized by performing daily maintenance tasks.
  • Adjusted recipes based on ingredient availability or customer request.
  • Measured and mixed ingredients according to precise recipes for best results.
  • Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
  • Contributed to mock-ups, email campaigns, and social media content.

Camp Counselor

Camp Cody
06.2023 - 08.2023
  • Communicated with parents about campers' activities and reported concerns and suggestions to supervisor.
  • Collaborated with other camp counselors to design fun and enriching learning activities for campers.
  • Worked with children of varying age, interest, skill, and developmental levels.
  • Led groups of children safely through variety of camp activities.
  • Encouraged team performance to increase camaraderie, trust and rapport.
  • Inspected equipment and machinery to verify functionality and safety.
  • Implemented rules and regulations to enforce discipline and compliance.
  • Set up and demonstrated proper use of tents, sleeping bags and camping equipment to encourage preparedness and organization.
  • Responded to emergency situations by following first-aid guidelines and coordinating with medical personnel for participants requiring medical attention.
  • Implemented and developed programs to promote physical fitness, teamwork and healthy living.
  • Planned weekly activities schedule for assigned group and facilitated smooth transitions for on-time arrival.
  • Collaborated with other recreation staff in developing new recreational activities.
  • Organized and guided group activities by leading, coaching, and participating with campers.
  • Taught proper communication and riding commands for optimal control and safety around horses.
  • Supported riders' pursuit of advanced equestrian sports such as vaulting, racing and sliding.
  • Supported students in identifying, setting and achieving personal goals.
  • Worked closely with students and parents to increase positive feedback from parents and boost overall student success.

Hotel Management Trainee

Hotel Castellanos
01.2020 - Current
  • Family business, it is a small hotel in which I have helped my dad in the different task that can be presented
  • Participated in opening and closing procedures by prepping inventory sheets, balancing inventory to cash and closing out point-of-sale systems.
  • Welcomed guests to facility, addressed complaints and found solutions to problems.
  • Managed inventory by verifying and signing for delivery dockets, ordering supplies, checking quality and freshness of products and performing daily inventory counts.
  • Maintained positive lobby presence, pleasantly greeting guests and employees.
  • Performed front office maintenance duties by organizing and cleaning desk spaces and replenishing office supplies.
  • Answered telephone calls and emails to assist customers in making reservations.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided services efficiently and with high level of accuracy.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Increased customer service ratings through personable service.
  • Provided exceptional service and assistance to guests upon check-in.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.

Education

Currently Studing The Career of Hotel And Restaura - Business

UDLAP
Cholula, Pue , Mexico
08.2025

High School Diploma -

Maria Luisa Pacheco
Puebla City

Skills

  • Office Organization
  • Administrative Support
  • Customer Service
  • Office Administration
  • Cash Handling
  • Guest Relations
  • Business Administration
  • Hospitality Services
  • Problem-Solving Skills
  • Conflict Management
  • Guest Reception

Languages

Spanish
Advanced (C1)
English
Upper intermediate (B2)

Timeline

Camp Counselor

Camp Cody
06.2023 - 08.2023

Hotel Front Desk Clerk

Hostal San Andres
01.2023 - 05.2023

Hotel Management Trainee

Hotel Castellanos
01.2020 - Current

Currently Studing The Career of Hotel And Restaura - Business

UDLAP

High School Diploma -

Maria Luisa Pacheco

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Martha Paola Castellanos Zafra