Samantha Zamora Contreras
Lima
Summary
Experienced and dedicated professional woman with over six years of expertise in the hospitality industry, specializing in front desk operations and food and beverage management. Proficient in providing exemplary guest service, optimizing operational efficiency, and ensuring exceptional experiences for patrons. Skilled in front desk management, reservation systems, and overseeing food and beverage service standards. Possesses strong leadership qualities, with a proven ability to motivate teams, drive performance, and achieve organizational goals. Seeking a challenging role where I can continue to utilize my skills and contribute to the success of a dynamic hospitality establishment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Agent
AC Hotel By Marriott
04.2024 - Current
- Welcome guests as they arrive at the hotel, providing a warm and professional greeting. Process guest check-ins efficiently, verifying identification, confirming reservations, and issuing room keys according to established procedures.
- Process guest check-outs efficiently, reviewing final charges, issuing receipts, and collecting keys. Thank guests for their stay and inquire about their experience, soliciting feedback to identify areas for improvement.
- Provide concierge services, including arranging transportation, making restaurant reservations, and assisting with travel arrangements. Serve as a knowledgeable resource for guests seeking information or assistance during their stay.
- Address guest complaints, concerns, and issues promptly and effectively, striving to resolve conflicts and ensure guest satisfaction. Escalate unresolved issues to management as needed, following established protocols for guest relations.
Specialist - Guest Experience (Front Desk)
Fairfield By Marriott
11.2022 - 03.2024
- Starting as a server, I gained valuable experience in guest interactions, multitasking, and problem-solving. My transition to the front desk was driven by a desire to broaden my skill set and take on new challenges. I embraced the opportunity to learn about reservations management, check-in procedures, and guest services, leveraging my existing customer service skills to excel in my new role.
- Earned "Associate of the Quarter" in 2023.
- Earned "The Spirit to Serve" recognition from Marriott International.
- Building on my achievements, I remained committed to ongoing learning and development. I pursued additional training opportunities, such as sales cross-training, to further expand my knowledge and skills in the industry.
Content Creator
Sysall, LLC
05.2022 - Current
- Research, plan, and produce high-quality written content for websites, including articles, blog posts, product descriptions, landing pages, and other marketing materials. Ensure that content is accurate and well-written.
- Review and edit content to ensure clarity, coherence, and consistency in style, tone, and messaging. Proofread for grammar, spelling, and punctuation errors, and make necessary revisions to enhance readability and quality.
Sales Cross-training
Fairfield By Marriott
06.2022 - 10.2022
- Shadow experienced sales representatives and managers during client meetings, presentations, and negotiations.
- Assist the sales team in identifying and qualifying potential leads and prospects.
- Introduction to Marsha System.
Guest Experience Expert (Server)
Fairfield by Marriott
11.2021 - 11.2022
- Working in a hotel that opened during the pandemic required a high degree of adaptability. As circumstances evolved and restrictions changed, I remained flexible and willing to adjust my approach to meet the needs of our guests and the demands of the business. Whether it was pivoting to offer contactless delivery for room service or implementing new safety protocols for banquets and events, we embraced change and approached each challenge with a positive attitude.
Bilingual Customer Service Representative
Teleperformance
11.2020 - 08.2021
- Customer Service Representative of companies as Nordstrom Rack (retail) and Doordash (food delivery platform) both in the USA.
- Manage over 60 customer calls per day maintaining acceptable call times handling time, while remaining friendly and informative.
- Always keeping quality standards.
- Actively search for solutions and identify trends for the appropriate staff, including possible solutions or suggestions.
Server Assistant
Kimpton Seafire Resort And Spa
12.2018 - 11.2020
- Assistance to servers and attendants in maintaining cleanliness and organization of dining areas, including clearing tables, replenishing supplies, and ensuring tables are properly set according to standards.
- Collaboration with the hostess team to greet guests, manage reservations, and coordinate seating arrangements in the hotel's restaurants and dining areas.
- Support in banquet operations by helping with setup, service, and breakdown of events and functions, including weddings, conferences, and special occasions. This involved arranging tables, serving food and beverages, and assisting guests as needed.
- Support in In-Room Dining operations.
Food and Beverage Intern
The Ritz-Carlton, Half Moon Bay
02.2018 - 11.2018
- Engage with guests with the highest level of professionalism and warmth, ensuring their needs are anticipated and exceeded at every opportunity.
- Shadow experienced servers and attendants to learn about the intricacies of table service, including table setup, menu presentation, order taking, and food and beverage delivery.
- Participation in the execution of special events, such as weddings, galas, and corporate functions. This involved assisting with setup, serving guests during the event, and ensuring smooth operations.
- Uphold The Ritz-Carlton's exacting standards of food safety, hygiene, and service excellence at all times, ensuring compliance with brand guidelines and local regulations.
Server
CHILI'S
05.2016 - 12.2016
- Welcome guests in a friendly and courteous manner, escort them to their tables, and provide menus.
- Offer recommendations and take accurate food and beverage orders, ensuring guests' preferences and dietary restrictions are accommodated.
- Enter orders into the computerized point-of-sale system promptly and accurately, ensuring timely communication with the kitchen.
- Adhere to Chili's standards for food safety, sanitation, and hygiene at all times.
Service Trainer
BEMBOS SAC
12.2014 - 03.2016
- Provide excellent customer service by greeting customers, taking orders, and accurately processing transactions through the point-of-sale system.
- Prepare and assemble food items according to standardized recipes and company procedures, ensuring high-quality and consistency.
- Adhere to food safety and sanitation standards at all times, including proper food handling, storage, and temperature control.
- Follow company policies and procedures regarding cash handling, food preparation, and safety protocols.
Education
Certificate - English
British Peruvian Cultural Association
Lima, PeruCertificate - Portuguese
Language Institute of Pacifico University
Lima, PeruBachelor - Tourism And Hospitality
University of San Martin De Porres
Lima, Peru07.2018
Skills
- Customer Service
- Verbal and written communication
- Telephone Etiquette
- Sensitive information handling
- Hospitality services
- Work Prioritization
- Problem-solving skills
- Upselling strategies
- Room Service
- Concierge services
- Reservations
- Nightly Audits
Certification
- First Certificate in English FCE
- Tools of quality management and innocuousness in food services SWISSOTEL
References
- Claudia Torres, Former Operations Manager at Fairfield by Marriott. +51986418358
- Diego Durand, Former Operations Supervisor at Fairfield by Marriott. +51987972301
- Sujith Kumar, Former Supervisor at Ave Restaurant - Kimpton Seafire Resort and Spa, +1(437)8810061 - skputhumana1985@gmail.com
Timeline
Front Desk Agent
AC Hotel By Marriott
04.2024 - Current
Specialist - Guest Experience (Front Desk)
Fairfield By Marriott
11.2022 - 03.2024
Sales Cross-training
Fairfield By Marriott
06.2022 - 10.2022
Content Creator
Sysall, LLC
05.2022 - Current
Guest Experience Expert (Server)
Fairfield by Marriott
11.2021 - 11.2022
Bilingual Customer Service Representative
Teleperformance
11.2020 - 08.2021
Server Assistant
Kimpton Seafire Resort And Spa
12.2018 - 11.2020
Food and Beverage Intern
The Ritz-Carlton, Half Moon Bay
02.2018 - 11.2018
Server
CHILI'S
05.2016 - 12.2016
Service Trainer
BEMBOS SAC
12.2014 - 03.2016
Certificate - English
British Peruvian Cultural Association
Certificate - Portuguese
Language Institute of Pacifico University
Bachelor - Tourism And Hospitality
University of San Martin De Porres
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