EVA LETICIA
Foreign Languages
Tegucigalpa
Summary
I am able to handle multiple tasks on a daily basis, always willing to learn new skills. I am able to work independently but also within a team setting. I am a team player always trying to give my best. Outgoing and tactful, and able to listen effectively when solving problems.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Acting Head Butler
M.S.C cruise line
04.2024 - 06.2024
- Created meticulous routines and schedules for housekeeping, maintenance, and security tasks to ensure smooth functioning of the estate.
- Enhanced guest experience by anticipating needs and providing personalized, high-quality service.
- Promoted a culture of continuous learning among domestic staff through training workshops and seminars on topics related to service excellence, etiquette, and safety/security protocols.
- Implemented inventory control systems for better management of household supplies and amenities.
- Assisted in budget management by tracking expenses, analyzing cost trends, and identifying opportunities for savings without compromising on quality.
- Upheld the highest standards of personal grooming, attire, and conduct among all staff members as a role model for professionalism and decorum.
- Maintained immaculate presentation standards throughout all areas of the property with thorough inspections and hands-on guidance.
- Spearheaded the recruitment, training, and supervision of new staff members to maintain exceptional standards of service.
- Streamlined communication between departments to improve overall efficiency and effectiveness in service delivery.
- Coordinated complex logistics for special events such as parties, conferences, or dinners with precision and attention to detail.
Concierge/Shift Leader
M.S.C Cruise Line
10.2017 - 07.2023
- Streamlined check-in and check-out processes for increased efficiency and improved guest experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained up-to-date knowledge of ship policies, procedures, events, promotions, ensuring accurate information was communicated to guests.
- Coordinated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return cruises
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Processed payments accurately, balancing cash drawer at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Handled customer complaints to satisfy and retain guests.
Guest Relations Officer
Bahamas Paradise Cruise Line
10.2017 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and ship information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Receptionist
Grimaldi Lines
03.2012 - 02.2016
- Receive 300+ calls per day room service and information about the port
- Greet guests with a bright attitude
- Check in and check out
Education
Foreign Languages -
Universidad Autonoma De Honduras
Tegucigalpa, M.D.C.Skills
- Empathy
- Communication
- Creativity
- Tenacity
- Patient
- Adaptability
Timeline
Acting Head Butler
M.S.C cruise line
04.2024 - 06.2024
Guest Relations Officer
Bahamas Paradise Cruise Line
10.2017 - 06.2018
Concierge/Shift Leader
M.S.C Cruise Line
10.2017 - 07.2023
Receptionist
Grimaldi Lines
03.2012 - 02.2016
Foreign Languages -
Universidad Autonoma De Honduras
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