Administrative Assistant, Customer Service
Resume:
BARBARA T. ADAN MORENO
** ******** **. ***. ** LA FUENTE
TOA ALTA, PR. 00953
(FAX)787-***-****
************@*****.***
Objective
Obtain a position in the Tourism/Hospitality Industry where I can develop my skills in the customer service area, and maximize my experience to contribute with the success of my country.
Professional
Experience
12/2008 - Present La Concha Resort & Casino San Juan, PR
Guest Services Agent / Night Auditor
• Post charges on each guest account
• Check-out/Check-in guests
• Assign rooms as request on reservation
• Post routing instructions and fixed charges on each guest account
• Post Room Service orders on Micros System
• Tally up water expenses and housekeeping miscellaneous
• Assist the guest with any complaint in a courteous manner, and take empowerment on satisfying the guest.
• Assist the guest with any suggestions regarding tour information, dining service, nightlife, and other concierge services.
• Transfer calls to each required extension.
• Give out detailed information about the facilities of the hotel, and the rates, and/or season packages available.
• Check daily credit reports
• Close the Lodgenet Guest Movies Report on the system.
• Perform the night auditing and make the end-of-day reports.
12/2007 - 10/2008 InterContinental Resort & Casino Carolina, PR
Front Office / Front Desk Agent
• Check-in/Check-out hotel guests
• Process all payments according to established procedures.
• Register guests, issue room keys, provide information on hotel services and room location.
• Up sell rooms where possible to maximize hotel revenue.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints.
• May routinely book guests reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Perform other duties such as concierge services, special guests requests, room tours, and room inspection.
• Make daily credit reports, arrivals, and others.
4/2006 - 12/2006 Puerto Rico Tourism Company San Juan, PR
Tourism PRTR Program Promotion / Team Leader
• Greet and Welcome the tourist to the Island
• Delivery of promotional brochures of the destiny related to the greeting operation.
• Orient and to refer each visitor on the alternatives and costs of transportation, including taxis and excursions, or canalizing the necessities of the tourists according to its request.
• Tally up daily information of people taken care of per hour in assigned area. To inform on the state of the facilities and pertinent subjects to the greeting if its necessary.
• Offer support to the different divisions of the Company of Tourism in special activities promoting the different efforts managed, in case of emergency or when it’s needed by the Tourism Company.
• Refer the tourist to the Center of Information.
• Make vouchers to provide transportation to the tourist.
• As a team leader, assist the Supervisor in turn, and supervise the assigned area(s); assigning to each promoter the position he/she would be taking, and verify that the operation runs successfully.
Languages English
Spoken: Advanced
Written: Advanced
Read: Advanced
French
Spoken: Advanced
Written: Advanced
Read: Advanced
Italian
Spoken: Intermediate
Written: Intermediate
Read: Advanced
Spanish
Spoken: Advanced
Written: Advanced
Read: Advanced
Technologiees Microsoft Word, Microsoft Excel, Internet, Opera, HotSoS, and Black Board System.
Education University of Sagrado Corazón
San Juan, Puerto Rico US
Certification - 9/2009
1 summer school credit Semester Hours
Major: Chinese
GPA: 4.00
Relevant Coursework, Licensures and Certifications:
Certification Chinese Mandarin
University of Puerto Rico Rio Piedras Campus
San Juan, Puerto Rico US
Bachelor's Degree - 5/2007
132 Semester Hours
Major: Foreign Languages
Minor: French/Italian
GPA: 3.57
Honors: magna cum laude
Relevant Coursework, Licensures and Certifications:
Concentration Classes: French Grammar & Composition, French Oral Expression, French Phonetics, Italian Literature, Italian Intensive Course, English Grammar.
5ft year- Degree in Arts with Concentration in Foreign Languages.
University of Sagrado Corazón
San Juan, Puerto Rico US
Certification - 9/2006
1 summer school credit Semester Hours
Major: Languages
Minor: Basic Conversational French
GPA: 4.00
Relevant Coursework, Licensures and Certifications:
Certification for Conversational French
References References available upon request
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