Julianel A. Santiago Robles
Bayamón
Summary
Helpful Hospitality professional driven to cultivate exceptional service. Works effectively to address patron concerns and foster loyalty. Proven success in managing complex requests with grace and efficiency.
Overview
5
5
years of professional experience
Work History
Guest Services Team Leader
Condado Vanderbilt Hotel
08.2022 - Current
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Promoted a positive work environment by encouraging teamwork, open communication, and continuous learning among staff members.
- Trained new team members on company policies, procedures, and best practices in guest services.
- Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationship building.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Strengthened interdepartmental relationships by fostering open communication and collaborating with other departments to address guest concerns effectively.
- Monitored staff performance and provided feedback and guidance.
Concierge
Icon Management
12.2020 - 08.2022
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Arranged for transportation to and from airport, train station and events for visitors.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Cashier
Bonanza
11.2019 - 08.2022
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Arranged for transportation to and from airport, train station and events for visitors.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
High School Diploma -
Francisco Manrique Cabrera
Bayamón, PR06.2019
Sub-graduated - Psychology
University of Puerto Rico
San Juan, PR08.2019
Skills
- Problem Anticipation and Resolution
- Office Support
- Mail Receiving and Delivery
- Greet Guests
- Interpretation and Translation Services
- Concierge Assistance
- Cash Register Operations
- Active Listening
- Social Perceptiveness
- Guest Satisfaction
- Creative Solutions
- Critical Thinking
- Learning Strategies
- Coordination
- Capacity to connect with people
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Elementary
Timeline
Guest Services Team Leader
Condado Vanderbilt Hotel
08.2022 - Current
Concierge
Icon Management
12.2020 - 08.2022
Cashier
Bonanza
11.2019 - 08.2022
High School Diploma -
Francisco Manrique Cabrera
Sub-graduated - Psychology
University of Puerto Rico
Similar Profiles
Eduardo Benabe SánchezEduardo Benabe Sánchez
Server at Condado Vanderbilt HotelServer at Condado Vanderbilt Hotel
Derek Ramírez RománDerek Ramírez Román
Butler at Condado Vanderbilt HotelButler at Condado Vanderbilt Hotel
Yalila D. Carrasquillo ColonYalila D. Carrasquillo Colon
Group Sales Manager - Destination & Local Weddings at Condado Collection, Paulson Puerto Rico- La Concha Resort & Condado VanderbiltGroup Sales Manager - Destination & Local Weddings at Condado Collection, Paulson Puerto Rico- La Concha Resort & Condado Vanderbilt