Diego Hernandez
Resumen profesional
Motivated and customer-focused professional with 4 years of experience in customer service, 1 year in front desk operations, and 6 months working as a server and bartender. Skilled in managing guest interactions, resolving issues efficiently, and delivering high-quality service in fast-paced environments. Strong communication skills, excellent attention to detail, and the ability to adapt quickly to new responsibilities. Bilingual in English and Spanish, with a proven commitment to creating positive experiences for customers and guests.
Datos destacados
5
5
years of professional experience
6
6
years of post-secondary education
Experiencia
Guest Services / Front Desk Associate
Breezy Point Resort
11.2024 - 11.2025
- Assist guests with check-in, check-out, and resort inquiries to ensure a smooth and welcoming stay.
- Support housekeeping and front desk teams in delivering superior guest experiences.
- Manage activity bookings, transportation services, and recreational events for guests.
- Reconcile daily financial transactions and balance resort accounts at the end of each shift.
Server
Barajas Restaurant
Pequot Lakes, MN., Pequot Lakes, MN.
04.2025 - 10.2025
- Took food and beverage orders accurately and entered them into the POS system.
- Maintained clean and organized dining areas and followed food-safety standards.
- Processed payments, managed cash/credit transactions, and balanced receipts.
- Prepared and served alcoholic and non-alcoholic beverages following standard recipes.
- Created classic cocktails as well as traditional Mexican drinks (e.g., margaritas, micheladas, palomas).
- Maintained bar stock, restocked supplies, and kept the bar area clean and organized.
Travel Agent
IGT Solutions
08.2024 - 11.2024
- Assisted domestic and international travelers with flight reservations, itinerary changes, ticketing, and travel-related inquiries via phone, email, and in person.
- Delivered high-quality customer service by resolving issues efficiently, maintaining a customer satisfaction rate above 95%.
- Collaborated with multiple departments to rebook flights, arrange accommodations, and ensure smooth travel experiences during delays or cancellations.
- Processed payments, refunds, and travel credits, ensuring accuracy and compliance with airline policies.
Quality Analyst
Conduent
11.2020 - 05.2024
- Trained and supervised work teams on quality standards, procedures, and best practices to ensure compliance and performance excellence.
- Analyzed operational data and prepared quality performance reports to identify trends, gaps, and areas for improvement.
- Developed and implemented continuous improvement plans to enhance efficiency, reduce errors, and increase overall service quality.
- Provided support during internal audits and collaborated closely with the quality control team to ensure adherence to regulatory and company standards.
Formación
Bachelor's Degree - Hospitality and Tourism Management, Guest Relations & Customer Service, Front Desk Operations
Universitaria Agustiniana
02.2014 - 11.2019
Enfatiza tus habilidades clave
- Strong customer service orientation
- Excellent communication and interpersonal skills
- Conflict resolution and problem-solving abilities
- Proficient in front desk operations and guest relations
- Experience handling check-ins, check-outs, and reservations
- Skilled in managing phone and in-person inquiries
- Accurate cash handling and payment processing
- Strong organizational and time management skills
- Fast learner with the ability to adapt quickly
- Positive attitude and strong work ethic
- Bilingual: Spanish / English (a plus in customer-facing roles)
Cronología
Server
Barajas Restaurant
04.2025 - 10.2025
Guest Services / Front Desk Associate
Breezy Point Resort
11.2024 - 11.2025
Travel Agent
IGT Solutions
08.2024 - 11.2024
Quality Analyst
Conduent
11.2020 - 05.2024
Bachelor's Degree - Hospitality and Tourism Management, Guest Relations & Customer Service, Front Desk Operations
Universitaria Agustiniana
02.2014 - 11.2019