Sandra Lopez Armero
Whistler
Summary
Seasoned Front Desk Agent with a proven track record at Pan Pacific Whistler, excelling in guest services and Microsoft Office proficiency. Demonstrated ability to enhance customer loyalty through exceptional service and strong organizational skills. Skilled in resolving issues, ensuring high guest satisfaction, and training staff, contributing to optimal occupancy rates and positive feedback.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Pan Pacific Hotel
10.2021 - Current
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Maintained high levels of guest privacy by securely managing personal information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Trained new staff members in customer service techniques and hotel operations.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
Passenger Service Agent
Azul Handling
04.2019 - 09.2021
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
Front Desk Agent
Alannia Costa Blanca
06.2017 - 09.2018
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Assisted in training new front desk agents, sharing best practices and procedures.
Education
Tourism - Tourism And Hospitality
University of Alicante
Alicante (Spain)06-2019
Skills
- Guest services
- Strong organization
- Hospitality services
- Microsoft office
- Oral and written communications
Languages
Spanish
Native or Bilingual
English
Full Professional
Employee of the Month in Pan Pacific
I won the award for the best employee of the Front of House department.
Timeline
Front Desk Agent
Pan Pacific Hotel
10.2021 - Current
Passenger Service Agent
Azul Handling
04.2019 - 09.2021
Front Desk Agent
Alannia Costa Blanca
06.2017 - 09.2018
Tourism - Tourism And Hospitality
University of Alicante
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