Nelson Rijos
Calle 7 I - 10 Valle Perto Real
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Reservation Agent
St. Regis Bahia Beach
12.2021 - 11.2022
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Maintained awareness of types of rooms available in different resort locations.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Generated and reported performance metrics to management to inform decision-making.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Rooms Controller
Sheraton of Puerto Rico Hotel and Casino
11.2019 - 12.2021
- Registered guests and relayed pertinent information about available amenities and events taking place at facility.
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Processed all guest check-ins, activated room keys and secured valid payments.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Guest Service Representative
Sheraton of Puerto Rico Hotel and Casino
10.2018 - 10.2019
- Answered hotel phones with professionalism and directed calls appropriately.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Guest Service Runner
Sheraton of Puerto Rico Hotel and Casino
10.2017 - 10.2018
- Assist Housekeeping with guest request
- Assisting with keeping Front office Stack with inventory
Education
High School Diploma -
Dr. Santiago Veve Calzada
Fajardo, Puerto Rico05.2006
Skills
- Revenue Quotas
- Personalized Customer Service
- Quote Generation
- Travel Reservations
- Invoice Preparation
- Efficient Service
- Hotel Accommodations
- Airline Regulations
- Service Quality
- Guest Inquiries
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Reservation Agent
St. Regis Bahia Beach
12.2021 - 11.2022
Rooms Controller
Sheraton of Puerto Rico Hotel and Casino
11.2019 - 12.2021
Guest Service Representative
Sheraton of Puerto Rico Hotel and Casino
10.2018 - 10.2019
Guest Service Runner
Sheraton of Puerto Rico Hotel and Casino
10.2017 - 10.2018
High School Diploma -
Dr. Santiago Veve Calzada
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