Paola Arely Diaz Hernandez
Solidaridad
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Hotel Xcaret Arte
09.2023 - Current
Front Desk Assistant Manager
Grand Palladium Riviera Maya
05.2022 - 09.2023
- Complaint handling and resolution
- Personalized follow-up to guests with incidents at home
- Personalized follow-up to VIP guests at home
- Room inspection for VIP arrivals
- Accompanying the stewardship team in resolving grievances (identify, contain and resolve them)
- FORBES and AAA standards
- Management of 1086 rooms
- Lead the reception team under the hand of the manager
- Participate in the creation of action plans according to objectives, in order to prioritize teamwork between reception and bellboy's
- Complaint handling, such as follow-ups or direct intercession according to require actions immediate
- High sense of urgency
Reception Supervisor
TRS Yucatan Riviera Maya
02.2020 - 05.2022
Reception Supervisor
Grand Palladium Riviera Maya
01.2019 - 02.2020
- Train the team according to action plans, promote teamwork and encourage good departmental communication
- Administrative procedures, such as cancellation of stationery supplies and bracelets
- Monitoring and proper leveling of the booking
- Assignment of rooms
- Management of 454 rooms
- Training of the line team under FORBES standards
- Direct attention to complaints
- Administrative support for CHIC dinner show, corroborate reservations, payments, ensure dress etiquette
- Oversee the smooth flow and harmony of tasks with bellboy's, lobby bar, lobby butler and reception
- Maintain communication and coordination with butlers & F&B according to the case for the satisfaction of the guest
- Training of line staff under AAA guidelines
- Participation in obtaining 4 DIAMONDS for WHITE SANDS hotel of Grand Palladium
- 100% operational, in full main lobby functions: arrivals, departures, provide hotel information, among others
- To promote teamwork and harmony in the team
- Guest services, in charge of check-in and check-out, and outlets
- Active listening to complaints in order to be able to share them appropriately to supervisors when they were beyond the reach of prompt resolution
- Focus on achieving upselling objectives and upselling audits
Receptionist
Grand Palladium Riviera Maya
12.2017 - 12.2018
Education
Bachelor's Degree - Tourism Business Administration
Centro Superior de Estudios Turísticos
Xalapa, VER06.2017
Skills
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Service-oriented self-starter
Curp
DIHP940913MVZZRL03
Personal Information
- Date of Birth: 09/13/94
- Nationality: Mexicano
Aptitudes
- Capacity to manage information for the solution of complaints.
- Ease of communication for the training of the team.
- High sense of commitment and responsibility.
- Excellent analytical skills to solve issues of social or labor complementarity.
- Intrinsic motivations for the achievement of goals.
- Broad ability to empathize in difficult situations.
Timeline
Customer Service Agent
Hotel Xcaret Arte
09.2023 - Current
Front Desk Assistant Manager
Grand Palladium Riviera Maya
05.2022 - 09.2023
Reception Supervisor
TRS Yucatan Riviera Maya
02.2020 - 05.2022
Reception Supervisor
Grand Palladium Riviera Maya
01.2019 - 02.2020
Receptionist
Grand Palladium Riviera Maya
12.2017 - 12.2018
Bachelor's Degree - Tourism Business Administration
Centro Superior de Estudios Turísticos
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