Cecilia Hernandez
Chicago
Summary
Dynamic Front Desk Lead Agent/Onboarding Specialist with a proven track record at IHG Hotels & Resorts. Excelled in guest relations and front desk management, enhancing customer service success rates significantly. Demonstrated exceptional communication and problem-solving skills, leading and training teams to uphold high service standards. Skilled in VIP support and adept at handling complex customer issues with professionalism.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front Desk Lead Agent/Onboarding Specialist
IHG Hotels & Resorts
05.2022 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Increased customer service success rates by quickly resolving issues.
- Volunteered to help with special projects of varying degrees of complexity.
- Proofread and edited documents for accuracy and grammar.
- Trained and supervised employees on office policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
No Degree - Business Communication
National Louis University
Chicago, IL01-2027
Skills
- VIP support
- Billing management
- Staff scheduling
- Exceptional communication
- Strong leadership
- Guest relations
- Credit and cash payments
- Front desk management
- Problem-solving skills
- Customer service
- Front office support
- Documentation
Accomplishments
- Mentored newly hired individuals in company processes and procedures which alleviated employee turnover by 95%.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Received a job promotion within 6 months of hire date due to outstanding performance.
- Supervised team of 15 staff members.
Certification
- Adobe Certified Expert (ACE) – Adobe.
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Lead Agent/Onboarding Specialist
IHG Hotels & Resorts
05.2022 - Current
No Degree - Business Communication
National Louis University
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