Daniel Herrera
Santa Marta,MAG
Summary
Seasoned Guest Experience Expert and Bell Attendant at Marriott International, Inc., renowned for elevating guest satisfaction through exceptional communication and problem-solving skills. Expert in guest services and data entry, adept at enhancing efficiency and streamlining processes. Demonstrated success in team collaboration and upselling, significantly improving guest experiences.
Overview
3
3
years of professional experience
Work History
Guest Experience Expert
Marriott International, Inc.
09.2024 - Current
- Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Supported front desk staff during peak hours by assisting with check-ins/check-outs or handling inquiries from walk-in guests.
- Utilized knowledge of local attractions to assist guests in planning their stays, enhancing overall experience.
- Coordinated smooth communication between departments for seamless guest services delivery.
- Organized special events for guests, promoting memorable experiences during their stays.
- Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Facilitated and coordinated transportation services for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Bell Attendant
Marriott International, Inc.
05.2022 - 09.2024
- Collaborated with front desk staff to ensure seamless communication regarding guest needs and preferences.
- Improved overall guest satisfaction by providing personalized recommendations for local attractions, dining options, and events.
- Contributed to hotel safety standards by reporting any suspicious activity or security concerns to management immediately.
- Delivered messages, packages, and mail to guest rooms in a timely manner, ensuring prompt communication for guests.
- Enhanced teamwork among staff members through consistent collaboration on delivery schedules and clear communication about special requests from guests.
- Facilitated smooth transportation arrangements for guests, including hailing taxis and arranging shuttle services.
- Promoted hotel amenities and services effectively when interacting with guests during their stay.
- Demonstrated commitment to maintaining confidentiality of guest information and respecting personal property at all times.
- Maintained a welcoming atmosphere in the hotel lobby, offering assistance and information to guests.
- Enhanced guest experience by promptly greeting and assisting with luggage upon arrival and departure.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Escorted guests to assigned rooms and transported luggage.
- Stored luggage for guests, retrieving baggage and items when notified.
- Trained and supervised new staff members on baggage handling procedures.
- Opened doors and transported luggage for customers with care and efficiency.
Education
No Degree - English-as-a-Second-Language Education
SPU Company
Santa Marta, Colombia02-2020
Associate of Arts - Graphic Design
Universidad De Santander - UDES
Valledupar, Colombia05-2015
Skills
- Patience and composure
- Exceptional communication
- Upselling strategies
- Feedback implementation
- Guest services
- Hospitality and service industry background
- Guest complaint resolution
- Data entry proficiency
- Teamwork and collaboration
- Customer service
- Attention to detail
- Multitasking
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Advanced
C1
Timeline
Guest Experience Expert
Marriott International, Inc.
09.2024 - Current
Bell Attendant
Marriott International, Inc.
05.2022 - 09.2024
No Degree - English-as-a-Second-Language Education
SPU Company
Associate of Arts - Graphic Design
Universidad De Santander - UDES
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