Supervised the Front Desk team, overseeing daily operations such as guest interactions, reservation processing, sales, payments, and communications through email, phone and online chat. Trained new staff in the use of Opera and OTA Extranets, among other essential tools. Monitored and addressed online reviews and handled complaints in person, consistently ensuring top-tier service quality and strictcompliance with hotel standards.

Responsible for managing guest check-in and check-out processes, handling reservations, processing payments, high-volume phone lines and e-mails, and enrolling guests in the IHG rewards program.

Assisted guests with check-in and check-out, managed reservations and busy phone lines, and ensured effective communication between shifts through detailed reports. Monitored and reported daily rates and occupancy for strategic sales purposes. Assigned and distributed tasks to housekeeping and maintenance staff.

Opened and managed the Marketing Department of this family-owned 124-room hotel. The implementation of online tools and strategic daily procedures significantly improved guest reviews, positioning our hotel among the top-rated in the city. Developed and managed social media platforms, increasing brand visibility. Over the last five years, I proudly held the position of Front Desk Manager, focusing on guest satisfaction and maintaining a positive work environment, always in line with hotel policies and standards. Led individual and group training sessions, organized monthly meetings, created educational materials and standard operational procedures manuals, handled OTA reconciliations and chargebacks, and managed group sales and reservations.

Assisted guests during check-in and check-out processes, managed reservations and payments, online guest communications, and organized daily breakfast service, among other tasks. Primarily worked the night audit shift and eventually began training new staff.

As a Park Attractions Cast Member, I was responsible for guest service and satisfaction, ensuring their safety while upholding The Walt Disney Company’s core principles: Safety, Courtesy, Efficiency, and Show. Additionally, I worked for Disney Resorts as a receptionist and concierge, managing guest check-in and check-out, handling calls, reservations, and payments.