Karen Marlene Montesinos Lopez
Lima
Summary
Knowledgeable and passionate Guest Service Representative experienced in cruises and busy hotel settings, over 5 years. Driven and dedicated with focus on delivering exceptional service. Skilled multi-tasker ready to help tem achieve company goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Mediterranean Shipping Company S.A.
12.2021 - 09.2023
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Provided guest assistance and recommendations for tourist attractions.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collected room deposits, fees, and payments. Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Trained new staff members in customer service techniques and hotel operations.
- Kept accounts in balance and ran daily reports to verify totals.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Front Desk Agent Senior
Inkaterra SAC
07.2018 - 11.2021
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Prepared reports on guest satisfaction levels and other metrics.
Education
Degree - Tourism, Hotel Management And Gastronomy
Universidad Alas Peruanas
Lima, Peru02.2018
Skills
- Customer Service
- Detail Oriented
- Documentation and Reporting
- Financial Transactions
- Emergency Response
- Issue Resolution
Accomplishments
- Supervised team of 10 staff members.
Certification
- Sales - Suggestive sales workshop Training - 25th & 26th July, 2019
- Certified Senior Front desk agent, Inkaterra SAC - from July 12, 2018 to June 30, 2021
Hobbies
I like learning new skills and recently I have been interested in exploring different languages as they help me discover new ideas from all around the world. I started learning Italian and French online and I have already cleared the beginner level. I also like to read and knit reason why generally spend my weekends focusing on exploring new patterns in different languages and make them real.
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
Italian
Intermediate
B1
French
Elementary
A2
Timeline
Guest Service Agent
Mediterranean Shipping Company S.A.
12.2021 - 09.2023
Front Desk Agent Senior
Inkaterra SAC
07.2018 - 11.2021
Degree - Tourism, Hotel Management And Gastronomy
Universidad Alas Peruanas
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