Open To Work
ERIKA AVILA
Mexico,Tlaxcala
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSummary
Guest-focused professional with strong time management and organizational skills. Delivers exceptional service while promoting restaurant offerings and resolving guest complaints. Upsells effectively, managing a high volume of patrons daily.
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Guest Service Agent
Norwegian Cruise Line
01.2024 - Current
- Managed weekly guest flow of approximately 4,500 individuals, ensuring smooth operations and guest satisfaction
- Performed front office duties, including check-in, check-out, answering phone inquiries, and assisting guests with requests.
- Perform daily cash handling tasks.
- Worked with room service, housekeeping, maintenance, and security to meet all guest needs.
- Assisted in resolving customer complaints in a courteous and professional manner.
Waitress
Atlantis The Palm
Dubai, UAE
02.2023 - 01.2024
- Delivered exceptional 5-star guest service experience, enhancing customer satisfaction.
- Addressed and resolved guest complaints to ensure satisfaction.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Prepared checks accurately and processed payments promptly.
Hostess
Atlantis The Palm
Dubai, UAE
08.2021 - 02.2023
- Managed seating and reservations to optimize guest experience and operational efficiency.
- Managed daily service for an average of 450 guests in a busy restaurant environment.
- Resolved customer complaints promptly to enhance overall satisfaction and loyalty.
- Compiled detailed sales reports, including cover counts and incident summaries, for management review.
- Assisted servers in bussing tables when needed during busy periods.
Concierge
Iberostar
Mexico
01.2017 - 06.2021
- Coordinated guest arrivals and departures, ensuring smooth check-in and check-out processes.
- Resolved guest inquiries and complaints promptly, maintaining a positive experience.
- Collaborated with other departments such as housekeeping or engineering when necessary.
- Coordinated transportation services and arranged special requests for guests.
- Made reservations for spa treatments, and restaurants.
Education
Promoter in Physical Activation -
Human Resources and Leadership -
Customer Service -
First AID CPR/AED -
Basic Food Safety -
Degree - Culinary Arts
Skills
- Front desk operations
- Cash handling
- Guest relations
- Conflict resolution
- Adaptable
- Goal-focused
- Leadership
- Empathy
- Team collaboration
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
French
Intermediate (B1)
B1
Timeline
Guest Service Agent - Norwegian Cruise Line
01.2024 - Current
Waitress - Atlantis The Palm
02.2023 - 01.2024
Hostess - Atlantis The Palm
08.2021 - 02.2023
Concierge - Iberostar
01.2017 - 06.2021
CPEE - Promoter in Physical Activation,
CPEE - Human Resources and Leadership,
CPEE - Customer Service,
International Centre For Security and Safety - First AID CPR/AED,
FAMS Consultants - Basic Food Safety,
Universidad del Valle de Puebla - Degree, Culinary Arts