Angely Quijano
Calgary,AB
Summary
Magister in International Hospitality and Tourism Management, experienced Front Desk agent and Manager professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in Opera and Microsoft Office, with friendly and decisive approach to resolving challenges.
Experienced in Hospitality Sector such as Hotels, cruise and travel agencies, focus on Customer Service, solving issues and provide the most accurate and luxury service.
Overview
11
11
years of professional experience
Work History
Accounts Payable Clerk
La Molienda Foods Inc
11.2023 - Current
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reconciled bank accounts to verify accuracy of cash records.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Presented audit findings to accounting manager after reviewing results and paperwork.
Concierge Manager
Luxury Cruise Connections
08.2021 - 06.2023
- Made reservations in CRM, placing commissions and complete client’s profile
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Assist clients with booking hotels, flights, transfers, shore excursions and more in destinations worldwide.
- Bridge between the agent, the cruise line and the client.
- Offer different options and always be available for any type of request, they might have
- Resolved guest complaints with diplomacy and professionalism to maintain positive brand reputation.
- Confidential protocols regarding final payments and credit card or e-check information.
Bilingual associate
Amazon Colombia
01.2021 - 04.2021
- Receive incoming calls and assist customers, provide resolution to their requirements, following up with clients when required
- Contact third party sellers, carriers, and other delivery companies to make sure customer get packages on times and in excellent conditions
- Achieve metrics and number of calls resolved per day
- Offer excellent customer service and apply Amazon policies regarding security, treatment and goals.
Front Office Manager
B.O.G. Hotel
01.2019 - 10.2020
- Managing and training the Front Office staff, ensuring the front desk provides a professional and friendly service for guests and colleges
- Assign tasks and ensure all employees at the department are covered for the duration of the shift
- Field complaints and address guest concerns
- Take online payments thought hotel secure platforms, monitoring the daily availability, assign rooms and amenities
- Welcoming VIP guests, monthly reports to the General Manager and organize weekly briefings.
- Assist in planning company events, meetings, special occasions, and employee team department activities or special projects as needed
- Once a month, taking ownership of the hotel being Manager on Duty. Collaborate with every area of the hotel (Food & Beverage, Housekeeping, Maintenance, Bar, Security, Transportation)
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Front Office Agent
B.O.G. Hotel
08.2018 - 01.2019
- Check-in and check-out process, cashiering and invoicing, credits, reservations and daily duties
- Invoicing and taking final payments upon check-out.
- Provided exceptional concierge services by making restaurant reservations or arranging transportation for guests upon request.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Supported sales efforts by assisting with site tours for potential clients, showcasing the property''s amenities and services.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
Cashier / Barista
Pret a Manger
11.2017 - 05.2018
- Operated cash register to record transactions accurately and efficiently.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Promoting sales of additional items, maintaining a clean work station and creating a pleasant overall shopping experience for all customers
- Keep the shop with the required stock and follow hazardous procedures when serving and stocking.
- Answered questions about store policies and addressed customer concerns.
Receptionist / Reservations Agent
Grange Langham Court Hotel
11.2016 - 07.2017
- Dealing with customers’ needs and general requirements, information about transportation, tours, special events, check-in and check-out process, cashiering and invoicing, credits, following posting masters, reservations and daily duties
- Welcoming VIP clients and prepare their amenities and dining options as per the company request
- In charge of book-outs, explain the situation to the guest and offer them transportation and extra services in another hotel of the chain
- When needed, support the reservation department by responding emails, taking calls and offer primarily our hotel or bring the option to others hotels part of the chain.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Waitress / Barista
Black Level Events
01.2016 - 06.2016
- Worked at the Bournemouth Football Stadium in the VIP rooms, serving supporters and press
- Back up of baristas when required
- Cleaning up the rooms and set up table before every local match and organize press conference room
- Back up for other events aside from the football stadium.
Telephone operator / Receptionist
Hotel Estelar La Fontana
01.2013 - 01.2014
- Answer phone calls from clients, other hotels of the chain, suppliers and so on
- Transfer as needed and taking request from guests in house and ass the information with the area in charge
- Weekly shifts at the business center helping guests with documentation and special requests
- VIP welcoming for Lufthansa and Iberia crew
- 2 months training as front office receptionist.
Education
Master of Science - Hospitality And Tourism Management
Bournemouth University
United Kingdom01.2018
Diploma - Sales Management in Hotel Services
Externado University
Colombia12.2012
High School Diploma -
Externado University
Colombia12.2014
Skills
- Opera
- Sabre
- Microsoft
- Booking Engines
- Micros
- FishBowl
- Quickbooks
- Customer Service Quality Control
- Leadership
- Hotel New strategies
- Concierge
- Management reports
- Nightly Audits
- Microsoft Office
- Operations Management
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Accounts Payable Clerk
La Molienda Foods Inc
11.2023 - Current
Concierge Manager
Luxury Cruise Connections
08.2021 - 06.2023
Bilingual associate
Amazon Colombia
01.2021 - 04.2021
Front Office Manager
B.O.G. Hotel
01.2019 - 10.2020
Front Office Agent
B.O.G. Hotel
08.2018 - 01.2019
Cashier / Barista
Pret a Manger
11.2017 - 05.2018
Receptionist / Reservations Agent
Grange Langham Court Hotel
11.2016 - 07.2017
Waitress / Barista
Black Level Events
01.2016 - 06.2016
Telephone operator / Receptionist
Hotel Estelar La Fontana
01.2013 - 01.2014
Master of Science - Hospitality And Tourism Management
Bournemouth University
Diploma - Sales Management in Hotel Services
Externado University
High School Diploma -
Externado University
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