Gia Abygail Guzman
Airdrie,AB
Summary
Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
6
6
years of professional experience
Work History
Guest Experience Expert
Delta Hotels Calgary Airport In-Teminal
11.2022 - Current
- Provided hotel guests with above-and-beyond service, via phone, email, website or mobile app channels.
- Acted often as last point of recovery for disgruntled guests utilizing first call resolution.
- Advocated for guests with hotel management to make sure arrangements were satisfactory on new reservations, onsite issues like housekeeping, dining and room service, front desk service, billing errors, security and more.
- Collaborated with hotel property team and internal departments to coordinate solutions including service recoveries to retain excellent guest satisfaction.
- Monitored issues with hotel management for accuracy of and timely follow up on variety of guest concerns
- Updated customer loyalty rewards accounts with add-on room charges, including laundry, minibar and room service bills.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Explained airport security policies and procedures to guests acting as liaison with hotel management to promote confidence and safety.
- Maintained excellent attendance record, consistently arriving to work on time.
- Provided excellent customer service, promoting brand loyalty and increasing customer satisfaction rates.
Guest Service Agent
Holiday Inn Calgary-Airport
08.2021 - 11.2022
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Delivered above-and-beyond service to guests by making outside venue reservations.
- Maintained consistent positive customer feedback.
Travel Agent
SAIT
10.2021 - 04.2022
- Cooperating with clients to determine their needs and advising them appropriate destination, modes of transportations, travel dates, costs and accommodations
- Plan details for travel including transportation, accommodation, and airlines
- Provided customers with best deals and well-researched travel options, successfully negotiating rates
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers.
Shift Supervisor
Starbuck's Coffee
07.2019 - 09.2021
- Established effective employee schedules and delegated tasks to take advantage of individual abilities
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Delivered superior training and leadership to teams to boost performance
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Crew Member
Dairy Queen Grill & Chill
10.2017 - 07.2019
- Developed leadership skills
- Assisted other team members to achieve goals.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Took orders, prepared meals and collected payments.
- Became familiar with products to answer questions and make suggestions.
Education
Diploma - Travel And Tourism
Southern Alberta Institute of Technology
Calgary, AB04.2022
Certificate - Health Care Aide
Bow Valley College
Calgary, AB04.2019
High School Diploma -
St. Martin De Porres High School
Airdrie, AB06.2018
Skills
- Exceptional communication
- Team member development
- Brand representation
- Upselling strategies
- Customer retention strategies
- Oracle OPERA System
- Microsoft Word, Excel, and Outlook
- Multitasking and prioritization
- Team-oriented and cooperative
- Strong analytical and problem-solving skills
- Building customer trust and loyalty
- Calm and professional under pressure
Accomplishments
- Delta Hotels - Partner Program - Department trainer, mentoring new hires.
- Delta Hotels - Health and Safety Committee
- White Hat Academy nominee 2024
Timeline
Guest Experience Expert
Delta Hotels Calgary Airport In-Teminal
11.2022 - Current
Travel Agent
SAIT
10.2021 - 04.2022
Guest Service Agent
Holiday Inn Calgary-Airport
08.2021 - 11.2022
Shift Supervisor
Starbuck's Coffee
07.2019 - 09.2021
Crew Member
Dairy Queen Grill & Chill
10.2017 - 07.2019
Diploma - Travel And Tourism
Southern Alberta Institute of Technology
Certificate - Health Care Aide
Bow Valley College
High School Diploma -
St. Martin De Porres High School
Similar Profiles
Joyce Ann TamanioJoyce Ann Tamanio
Housekeeping Room Attendant at Delta Hotels by Marriott Calgary DowntownHousekeeping Room Attendant at Delta Hotels by Marriott Calgary Downtown
Claudia BrownClaudia Brown
Night Auditor at Delta Hotels By Marriott Philadelphia AirportNight Auditor at Delta Hotels By Marriott Philadelphia Airport
Mr. Belly LabatosMr. Belly Labatos
Server at THE WESTIN CALGARY AIRPORTServer at THE WESTIN CALGARY AIRPORT