Lech Reyes Sarcos
Pedro Luro
Summary
Dynamic Guest Service Associate with a proven track record at Norwegian Cruise Line, excelling in complaint handling and guest relations. Recognized for enhancing guest satisfaction through efficient check-in processes and strong interpersonal skills. Adept at payment processing and fostering team collaboration to exceed expectations in hospitality environments.
Professional in hospitality industry with strong background in guest services, adept at enhancing customer satisfaction and operational efficiency. Skilled in managing guest inquiries, resolving issues, and ensuring positive experience. Known for fostering team collaboration and flexibility to meet changing needs. Possesses excellent communication skills, problem-solving abilities, and focus on achieving results.
Overview
7
7
years of professional experience
Work History
Guest Service Associate
Norwegian Cruise Line
10.2024 - 04.2025
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
- Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Created welcoming and comfortable environment for guests.
Guest Service Associate
Hotel Termas De Luro
09.2022 - 07.2024
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Contributed positively towards achieving team targets by cross-selling additional amenities during interactions with guests.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
Night Shift Auditor
Oceania Hotel Boutique
09.2019 - 11.2021
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Developed strong relationships with clients, building trust and ensuring a high level of satisfaction during the audit process.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
Night Shift Auditor
Intercontinental Hotel Maracaibo
10.2018 - 05.2019
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Streamlined audit processes, improving efficiency and reducing time spent on each audit engagement.
- Conducted risk assessments to determine areas requiring increased focus during subsequent audits.
- Communicated with auditee staff to obtain necessary information for audits.
- Followed established auditing processes to meet internal and regulatory requirements.
Education
Modern Languages Bachelor Degree - Education
La Universidad Del Zulia
Maracaibo, Venezuela06-2009
Skills
- Patience and composure
- Complaint handling
- Check-in and Check-out procedures
- Payment processing
- Guest relations
- Reservation management
- Lost and found management
- Team player mentality
- Guest registration
- Security awareness
- Report creation
- Data entry proficiency
- Report generation
- Professional appearance
- Strong interpersonal skills
- Language proficiency
- Cash handling experience
- Hospitality experience
- Greeting and directing
- Detail-oriented
- Issue resolution
- Computer skills
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Timeline
Guest Service Associate
Norwegian Cruise Line
10.2024 - 04.2025
Guest Service Associate
Hotel Termas De Luro
09.2022 - 07.2024
Night Shift Auditor
Oceania Hotel Boutique
09.2019 - 11.2021
Night Shift Auditor
Intercontinental Hotel Maracaibo
10.2018 - 05.2019
Modern Languages Bachelor Degree - Education
La Universidad Del Zulia
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