Carol Duran
Park City,UT
Summary
Proven leader in customer service and relations, excelling at St. Regis Deer Valley with a track record of enhancing guest satisfaction and streamlining front office operations. Leveraged problem-solving abilities and team leadership to elevate guest experiences, significantly contributing to a customer-focused culture. Expert in staff training and development, ensuring seamless guest services.
Overview
3
3
years of professional experience
1
1
Certification
Work history
Guest Service Representative
St. Regis Deer Valley
Park City, UT
2022.08 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Created a customer-focused culture following Forbes standards.
- Promoted hotel amenities and services to enhance the guest experience and increase revenue.
- Answered hotel phones with professionalism and directed calls appropriately.
Head Hostess
St. Regis Deer Valley
Park City, UT
2021.11 - 2022.05
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Monitored seating area and checked restrooms regularly to keep spotless.
Education
BBA -
Politecnico Gran Colombiano
Skills
- Customer Relations
- Problem-solving abilities
- Front office operations
- Team Leadership
- Staff Training and Development
- Networking and relationship building
- Cross-Functional Teamwork
- Occupancy forecasting
- Satisfaction and loyalty tracking
- Guest complaint resolution
Accomplishments
- Achieved The Top 5 for Intent to Recommend within Luxury Resorts in North America with accuracy and efficiency.
- Customer Relations - Earned highest Elite Appreciation for customer satisfaction ever seen At the St. Regis Deer Valley.
Certification
- Human Resources Analytics, University of California, Irvine, 2024.
- Foundations of Cybersecurity, Google - Coursea, 2024.
- Lean Management, Camara de Comercio, 2022.
- Digital Market & E-commerce , Google Activate, 2020.
- Digital Marketing, Google Activate, 2020.
Languages
Spanish
Native
Dutch
Elementary
English
Advanced
Timeline
Guest Service Representative
St. Regis Deer Valley
2022.08 - Current
Head Hostess
St. Regis Deer Valley
2021.11 - 2022.05
BBA -
Politecnico Gran Colombiano