Elena Velarde García
Santander,Spain
Summary
Dedicated hospitality professional with a strong focus on guest satisfaction and effective communication. Expertise in front desk operations, reservation management, and complaint resolution ensures seamless customer experiences. Proficient in booking systems, payment processing, and billing and invoicing, complemented by a passion for hospitality services. Adept at providing tourist information and email correspondence to enhance guest interactions. Career goal: to leverage skills in customer relationship management to drive excellence in hospitality services.
Overview
1
1
Language
1
1
Certification
4
4
years of post-secondary education
20
20
years of professional experience
Work History
Hotel Receptionist
Alisas Hotel
Santander, Spain
05.2005 - 08.2025
- Managed telephone enquiries, efficiently handling reservations, cancellations, and modifications to bookings.
- Greeted guests upon arrival, provided check-in assistance, and directed to rooms, enhancing guest experience.
- Welcomed guests warmly when entering hotel, registering arrival on booking systems.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
- Conducted check-out procedures, issued invoices, and collected feedback to improve future guest experiences.
- Addressed and resolved guest complaints with professionalism, restoring satisfaction and maintaining hotel reputation.
- Provided guests with information about local attractions, dining options, and transport, enhancing their stay.
- Prepared for guest arrival, directing housekeeping to ready rooms and add special welcoming touches.
- Kept front desk area organised and clear of clutter.
- Processed guest payments for accommodation and services, maintaining accurate financial records.
- Maintained a tidy and welcoming reception area, reinforcing the hotel's commitment to high standards.
- Coordinated with housekeeping to confirm room statuses, guaranteeing timely availability for new guests.
- Facilitated smooth and concise check ins, assigning rooms, issuing keys and providing information.
- Handled emergency situations with composure, following protocols to ensure guest and staff safety.
- Took payments using card readers and POS machines.
- Listened to and actioned guest feedback.
- Addressed and proactively resolved guest complaints without difficulty or stress.
Shop Assistant
Carrefour
Santander, Spain
11.2008 - 04.2011
- Kept shelves neat, clean and organised through visual merchandising.
- Assisted customers in locating products, offering recommendations based on specific needs.
- Replenished items and organised displays to keep stock looking professional.
- Managed stock levels on the shop floor, restocking items to maintain optimal inventory.
- Addressed customer complaints with empathy, resolving issues to ensure satisfaction.
- Processed transactions efficiently, including cash, credit card, and gift voucher payments.
- Coordinated with team members to maintain a tidy and safe shopping environment.
- Assisted customers with wide selection of products and services.
- Handled customer returns, refunds and exchanges at customer service desk.
- Operated register to process payments via cheque, cash and cards.
- Demonstrated flexibility by covering various shifts, including weekends and holidays.
- Fostered a positive shopping experience, leading to repeat business and customer loyalty.
- Established and nurtured effective relationships with customers, colleagues and store management.
- Trained new staff on shop procedures, till operation, and customer service excellence.
Education
NVQ Level 2 - Carer
Carer School
Santander 01.2011 - 06.2011
Diploma of Higher Education - Tourisme
Tourisme School
Santander 09.2001 - 06.2005
Skills
- Customer relationship management
- Guest satisfaction focus
- Front desk operation
- Hospitality services
- Payment processing
- Complaint resolution
- Booking systems
- Reservation management
- Effective communication
- Communication excellence
- Bookings and reservations
- Knowledge of local attractions
- Billing and invoicing
- Hospitality passion
- Tourist information provision
- Email correspondence
Languages
English
Upper intermediate
B2
Certification
- [Type]Driving licence
Additional Information
- Food license
Timeline
NVQ Level 2 - Carer
Carer School
01.2011 - 06.2011
Shop Assistant
Carrefour
11.2008 - 04.2011
Hotel Receptionist
Alisas Hotel
05.2005 - 08.2025
Diploma of Higher Education - Tourisme
Tourisme School
09.2001 - 06.2005