Melissa Sarmiento De La Cruz
Hospitality Business Management
Barranquilla
Summary
Business administrator with extensive experience in customer service in the hospitality industry and legal field. Among my skills, I highlight assertive communication, conflict resolution, excellent computer skills, teamwork, leadership, commitment, and creativity. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Legal Assistant
ABOGADA ALEXANDRA IMMIGRATION LAW
Seattle
02.2021 - 02.2023
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Communicated pertinent information to clients via phone, email, and mail.
- Responded to client inquiries to provide accurate legal advice and offer assistance.
- Monitored changes in relevant laws to stay abreast of procedures and provide legal updates to clients.
- Collected payments and compiled and organized evidence to use for legal proceedings.
Guest Service Agent
CONRAD BY HILTON CARTAGENA
Cartagena
12.2019 - 07.2020
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Provided guest assistance and recommendations for tourist attractions.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Answered hotel phones with professionalism and directed calls appropriately.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
Guest Experience Coordinator
HOTEL Y CENTRO DE CONVENCIONES ESTELAR CARTAGENA DE INDIAS
CARTAGENA
06.2019 - 12.2019
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Greeted guests upon arrival by providing warm welcome.
- Upheld hotel policies and procedures by providing high level of customer service.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
Front Desk Receptionist
HYATT REGENCY
Cartagena
10.2017 - 05.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Organized, maintained and updated information in computer databases.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
BBA - Hospitality Business Management
Universidad Autonoma Del Caribe
Barranquilla, Colombia 02.2010 - 02.2016
Certificate Program - Basic Finance
Pontificia Universidad Javeriana
Barranquilla, Colombia 09.2016 - 11.2016
Skills
Client service and support
Timeline
Legal Assistant
ABOGADA ALEXANDRA IMMIGRATION LAW
02.2021 - 02.2023
Guest Service Agent
CONRAD BY HILTON CARTAGENA
12.2019 - 07.2020
Guest Experience Coordinator
HOTEL Y CENTRO DE CONVENCIONES ESTELAR CARTAGENA DE INDIAS
06.2019 - 12.2019
Front Desk Receptionist
HYATT REGENCY
10.2017 - 05.2019
Certificate Program - Basic Finance
Pontificia Universidad Javeriana
09.2016 - 11.2016
BBA - Hospitality Business Management
Universidad Autonoma Del Caribe
02.2010 - 02.2016
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