Lucía González Francese
Buenos Aires
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Hospitality Industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Receptionist
Four Seasons
04.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Customer Service Assistant (Guest Services)
Airbnb
05.2020 - 04.2023
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Responded to customer calls and emails to answer questions about commodities and services offers.
- Collaborated with other departments to guarantee customer satisfaction.
- Utilized problem-solving skills to address customer queries and complaints.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of our offered services and creating welcoming, positive experiences.
- Gathered and verified data from customers to promote marketing initiatives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Created and maintained detailed database to develop promotional sales.
Busser and Head Server
La Slowteria
09.2018 - 03.2020
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Supervised server staff and simultaneously served personal section of tables.
- Increased sales per customer by listening actively and recommending relevant menu items.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Addressed and resolved customer complaints and issues to increase satisfaction and establish trust.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
Bartender
Hotel RIU Palace Peninsula
10.2016 - 06.2018
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
Education
Tourism & Hospitality Management -
Universidad Abierta Interamericana
Buenos Aires, Argentina 07.2025
No Degree - Professional Bartending & Cocktail Mastery
Academia Bartender
Buenos Aires, Argentina06.2022
No Degree - Foreign Languages (Italian, Basic Level)
Instituto Dante Alighieri (Online Classes)
Buenos Aires, Argentina01.2021
No Degree - Foreign Languages Education (English, Level C1)
International House (Online Classes)
Buenos Aires, Argentina07.2019
High School Diploma -
Escuela Superior De Comerio Carlos Pellegrini
Buenos Aires, Argentina12.2008
Skills
- Customer Service
- Hospitality Services
- Suggestive Selling
- New Hire Training
- Organizational Ability
- Basic Accounting
- Clear and Effective Communication
- Complex Problem-Solving
- Empathetic and enthusiastic personality
Languages
Spanish
Native language
English
Advanced
C1
Italian
Elementary
A2
remote-friendly skills
- Team player mindset with cross-cultural literacy
- Reliable and secure equipment
- Comfort with learning and using new digital tools
- Remote tools I have experience with: Zoom, Google Hangouts, Slack, Asana
Fitness & Healthy Activities
Spinning and Pilates
Life is like riding a bike, to keep your balance you must keep moving! :)
Additional Information
Here's a quote that I love:
The happiest people don't have the best of everything, they just make the best of everything.
Timeline
Hotel Front Desk Receptionist
Four Seasons
04.2023 - Current
Customer Service Assistant (Guest Services)
Airbnb
05.2020 - 04.2023
Busser and Head Server
La Slowteria
09.2018 - 03.2020
Bartender
Hotel RIU Palace Peninsula
10.2016 - 06.2018
Tourism & Hospitality Management -
Universidad Abierta Interamericana
No Degree - Professional Bartending & Cocktail Mastery
Academia Bartender
No Degree - Foreign Languages (Italian, Basic Level)
Instituto Dante Alighieri (Online Classes)
No Degree - Foreign Languages Education (English, Level C1)
International House (Online Classes)
High School Diploma -
Escuela Superior De Comerio Carlos Pellegrini
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