Hi, I’m
Natalia Paulette Lopez
Senior Guest Services Agent
San Luis Potosí,México
Each problem that I solved became a rule, which served afterwards to solve other problems.
Rene Descartes
Summary
Proactive and versatile professional dedicated to swiftly adapting to new challenges. Demonstrates strong problem-solving abilities and a proven track record of fostering robust relationships with clients and team members. Focused on supporting team success and achieving positive outcomes. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure, consistently earning high marks for work quality and speed. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in dynamic settings.
Technical Skills:
- Proficient in guest services management and room division coordination.
- Experienced in using hotel management software such as Opera and ONQ.
- Skilled in handling guest inquiries, reservations, and complaints efficiently.
- Adept at coordinating with housekeeping and maintenance teams to ensure seamless operations.
- Familiar with revenue management and optimizing room occupancy rates.
Overview
7
years of professional experience
Work History
Hilton Hotels and ResortsSan Luis Potosi, Mexico
Guest Service Representative
02.2023 - Current
Job overview
- Assessed and addressed visitor preferences.
- Promoted high level of guest satisfaction through genuine, enthusiastic, and friendly interactions.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Handled payment processing and provided customers with receipts, proper bills, and change.
- Greeted clients and provided personalized support to meet unique needs, and promote brand loyalty.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Maintained client accounts by obtaining, recording, and updating personal and financial information.
- Made reservations for spa treatments, restaurants, and golf tee times.
- Built and maintained productive relationships with employees.
- Answered multi-line telephone with a polite tone of voice to provide general information and answer inquiries.
- Offered guests details regarding the hotel's amenities, local arts and culture, nightlife, dining options, attractions, and museums.
- Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills.
Princes CruisesBahamas, Bahamas
Utility Steward
11.2022 - 01.2023
Job overview
- Kept dishware, glasses, and utensils ready for customer needs by quickly scraping, washing, and restacking items.
- Replenished stations throughout the restaurant and restocked cupboards, serving areas, and salad bars to meet employee and customer demands.
- Enforced health and safety regulations within the kitchen and dining areas to prevent accidents.
- Disinfected kitchen surfaces, equipment, and tools using cleaner to sanitize.
- Adapted to various roles within the kitchen and dining area, demonstrating flexibility and teamwork.
- Personally welcomed guests and helped find the most suitable offerings through effective questioning.
- Collaborated with kitchen and dining staff to ensure smooth operation during service hours.
- Responded promptly to requests from kitchen and service staff to address immediate needs.
- Ensured cleanliness and hygiene in kitchen areas by regularly sanitizing surfaces and equipment.
- Engaged in periodic deep cleaning projects to uphold high standards of cleanliness and hygiene.
- Swept and mopped dining areas to provide clean surfaces.
- Implemented food safety protocols to minimize risks of contamination.
- Monitored and maintained sanitation and organization of storage areas, including refrigerators and freezers.
- Suggested food and beverage upsell to guests to maximize profits.
- Arranged orders on service trays and oversaw sanitation and timeliness of delivery.
- Followed up with guests regarding order quality to satisfaction.
- Maintained clean, neat and professional uniform to promote positive corporate image.
- Replenished guest supplies and amenities and performed inventorying duties to replace low stock of products.
- Delivered pleasant guest experiences with friendly service and caring demeanor.
- Prepared silverware roll-ups, took out trash, and washed dishes.
- Assessed quality of food and beverage products prior to delivery.
- Performed cleaning duties and removed trays from hotel rooms.
- Completed many guest orders by phone daily.
- Shared thorough knowledge of menu items and cooking methods with customers.
Kali BakerySan Luis Potosi, Mexico
Shop Owner
05.2020 - 11.2022
Job overview
- Monitored financial objectives and prepared budgets according to projections.
- Maintained inventory and approved contracts to ensure availability of products for customers.
- Prepared for new product lines and seasonal changes by running in-store and online clearance events.
- Determined marketing strategies by studying advertisements, display plans, and sale promotions.
- Managed employee schedules, assigned tasks, and responsibilities to employees.
- Monitored financial objectives and prepared budgets, including scheduling expenditures and analyzing variances.
- Increased business by developing new marketing and promotional strategies.
- Supervised performance of workers with goals of improving productivity, efficiency, and cost savings.
- Hosted special events to boost brand awareness and increase community engagement.
- Managed sales presentations to promote product and brand benefits.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Negotiated with vendors to gain optimal pricing on products, resulting in a substantial increase in profit margin.
- Set pricing structures according to market analytics and emerging trends.
- Utilized measuring instruments, commercial-grade mixers, and ovens to bake cakes and pastries.
- Prepared a variety of baked goods from rolled and shaped dough.
- Baked fresh bread and pastries for cafes and restaurants.
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.
- Adhered to safety protocols to minimize mishaps and accidents with baking equipment.
- Created new recipes using available ingredients, and for special occasions.
- Met with customers to discuss needed bakery items and take orders.
- Mentored baking staff in proper techniques and bakery procedures.
- Inspected all bakery products and removed any found to possess defects.
- Checked dough for proper consistency, adding more flour if needed.
- Created and implemented successful business plans for store management, expansion and updates.
Damasco's RestauranteSan Luis Potosi, Mexico
Lead Baker
07.2017 - 06.2020
Job overview
- Maintained safe and sanitary area by checking food products' temperature and freshness.
- Inspected baking equipment in accordance with cleanliness and safety standards.
- Packaged and labeled baked goods with accurate descriptions and ingredients.
- Designed appealing product displays to maintain unique presentation.
- Generated turn movement and maintained monthly inventory to control product and ingredient spoilage.
- Rolled, cut and shaped dough to form bread, rolls, cookies, cupcakes, pie crusts and other baked goods.
- Maintained temperature, sweep and sanitation logs to document proper conditions.
- Monitored cooking completion times for efficient use of ovens and other equipment.
- Followed code dating procedures and adhered to legal regulations governing product labeling and packaging.
- Maintained atmosphere of enthusiastic customer awareness with emphasis on fast customer service.
- Merchandised food and garnishes for serving presentation.
- Inspected products for quality assurance before display.
- Baked fresh bread and pastries for cafes and restaurants.
- Evaluated raw ingredients and baked goods, assessing for quality control purposes.
Education
Universidad Autónoma De Nuevo LeónNuevo León
BBA from International Relations And Politic Science
09-2028
Universidad Del Claustro De Sor JuanaCiudad De México
Bachelor's Degree from Hospitality Administration And Management
08-2022
Colegio Internacional TerranovaSan Luis Potosí
High School Diploma
09-2018
Skills
- Confidentiality Assurance
- Guest Relations
- Detail-Oriented Data Input
- Report Preparation
- Customer Service
- Property Security
- Check-in coordination
- Shift change management
- Reservation Management
- Loyalty promotion
- Concierge support
- Knowledge of local area
- First Aid Training
- Cash handling experience
- Reservation Processing
- Room availability
- Emergency Response
- Documentation And Reporting
- Guest Orientation
- Services and Amenities Promotion
- Computer Skills
- Data inputting
- Language proficiency
- Issue Resolution
- Flexible Schedule
- Financial Transactions
- Reservation Management System
- Key Management System
- Data entry proficiency
- Conflict Resolution Skills
Languages
Spanish
First Language
English
Proficient
C2
Italian
Upper Intermediate
B2
French
Intermediate
B1
Japanese
Elementary
A2
Certification
- ONQ PM Training - 2023
- Security Awareness Training by Marlins - 2022
- First Aid Training - 2017
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 6 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Work-life balanceCareer advancementCompany CultureHealthcare benefitsPersonal development programsFlexible work hoursPaid time offPaid sick leaveStock Options / Equity / Profit SharingTeam Building / Company RetreatsAffiliations
- Hilton Hotels And Resorts
- Red Cross First Aid reserve member
- Natural Disaster volunteer - Red Cross
Software
Onq PM
Microsoft
Saflok
Interests
Reading
Astronomy and celestial bodies studies
Historical Research
Genetic Studies and DNA investigation
Timeline
Guest Service Representative
Hilton Hotels and Resorts
02.2023 - Current
Utility Steward
Princes Cruises
11.2022 - 01.2023
Shop Owner
Kali Bakery
05.2020 - 11.2022
Lead Baker
Damasco's Restaurante
07.2017 - 06.2020
Universidad Autónoma De Nuevo León
BBA from International Relations And Politic Science
Universidad Del Claustro De Sor Juana
Bachelor's Degree from Hospitality Administration And Management
Colegio Internacional Terranova
High School Diploma
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