Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keytia Valdés Pimentel

Cortés,Puerto Cortés

Summary

Adept at enhancing guest experiences and streamlining operations, I significantly improved customer satisfaction ratings during my tenure at Celestyal Cruises. Skilled in event coordination and issue resolution, my proactive approach and meticulous attention to detail in guest relations and administrative support consistently exceed employer expectations.

Overview

23
23
years of professional experience

Work History

Reservations Agent

IHG-Hotels & Resorts
02.2024 - 05.2024
  • Managed high call volume with exceptional attention to detail.
  • Developed strong relationships with travel agents and clients.
  • Provided customers with information about availability and pricing.
  • Provided high level of customer service to each person by engaging customer.
  • Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
  • Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
  • Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
  • Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
  • Handled billing information over phone.
  • Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
  • Managed and closed reservation calls to increase bookings by maintaining knowledge of resort products, services, and facilities.
  • Coordinated special requests from guests such as room preferences or dietary requirements for optimal guest satisfaction levels.
  • Resolved various issues and discrepancies for customers.
  • Worked closely with front desk to achieve full occupancy of property.
  • Maintained awareness of types of rooms available in different resort locations.
  • Managed online booking inquiries and assisted guests with questions throughout entire booking cycle.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Guest Relations Manager

Celestyal Cruises
06.2011 - 01.2023
  • Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Conducted regular training sessions for staff to keep up to date with customer service practices.
  • Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
  • Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
  • Conducted regular training sessions for Guest Relations team members, enhancing their communication skills and knowledge of ship facilities.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
  • Oversaw the coordination of special events held onboard, ensuring seamless execution and exceptional guest experiences.
  • Monitored guest feedback, using to improve service and departmental operations.
  • Played a pivotal role in crisis management situations, ensuring the safety and comfort of guests while minimizing negative impacts on the ship''s reputation.
  • Facilitated clear communication between departments to address any potential issues affecting guest satisfaction before they arose.
  • Remained available [Number] hours daily to respond to guest needs, complaints, or inquiries.
  • Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
  • Developed and implemented guest relations policies, ensuring a consistent high-quality experience for all visitors.
  • Fostered a culture of exceptional customer service within the Guest Relations department through ongoing coaching and development opportunities for team members.
  • Created weekly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
  • Developed and implemented strategies to uphold safety and security of guests.
  • Motivated and rewarded employees to improve engagement.
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Surveyed guests to check for areas in need of improvement.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
  • Collaborated with other departments to create personalized experiences for VIP guests.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Answered guest inquiries and provided information regarding ship services and amenities.
  • Responded email inquiries with efficiency and professionalism.
  • Hired and trained new employees.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Oversaw day-to-day operations of 424 cabins with staff of 6 to 10 employees.
  • Created and managed accurate occupancy forecasts and budgets.
  • Booked weddings, seminars, conferences, and other events onboard.
  • Assisted with development and distribution of marketing materials for facility.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.

Assistant Guest Relations Manager

Celestyal Cruises
03.2010 - 06.2011
  • Handled escalated complaints professionally.
  • Handled Lost & Found properties.
  • Handled Lost Luggage by the airlines.
  • Contributed to increased ship´s revenue by upselling rooms, services, and amenities based on guest needs.
  • Managed high-profile events at the hotel, coordinating logistics and catering to guarantee smooth execution.
  • Worked alongside other managers in planning cruise promotions.
  • Maintained accurate records of guest information, preferences, and requests for future reference and personalized service delivery.
  • Monitored guest feedback to identify trends and areas for improvement, implementing necessary changes accordingly.
  • Supervised daily operations of the Guest Relations department, ensuring staff adherence to best practices and service standards.
  • Collaborated with other departments to ensure a seamless guest experience throughout their stay.
  • Coordinated transportation arrangements for guests.
  • Improved overall guest experience by organizing special occasions such as birthdays or anniversaries upon request.
  • Increased overall efficiency within the department by consistently updating internal procedures based on evolving guest demands.
  • Enhanced guest satisfaction by promptly addressing concerns and resolving issues effectively.
  • Assisted in training new team members.
  • Maintained strong relationships with VIP guests, ensuring their satisfaction through tailored services and offerings.
  • Achieved positive feedback from guests through personalized service and attention to detail.
  • Facilitated communication between guests and management when necessary, acting as a liaison between parties.
  • Provided support during crisis situations or emergencies affecting guests or the ship´s property itself.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Answered guest inquiries and provided information regarding ship services and amenities.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Managed day-to-day operations of lodging facility, scheduling staff.
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.

Receptionist

Celestyal Cruises
06.2007 - 03.2010
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with guests, and updated daily records.
  • Resolved customer problems and complaints.
  • Handled guest transactions and maintained sales and payments records accurately.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for guests and visitors.
  • Answered telephone and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with other departments through email and telephone.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Cultivated positive relationships with guests through professional demeanor and excellent interpersonal skills.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Streamlined invoice processing to ensure timely payments and financial operations.
  • Supported company correspondence by drafting and distributing memos and emails.
  • Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
  • Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
  • Assisted in event planning and execution, ensuring seamless operation of company functions.
  • Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Organized, maintained and updated information in computer databases.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Kept reception area clean and neat to give visitors positive first impression.

Receptionist

Iberojet Cruises
03.2004 - 11.2006
  • Greeted incoming guests professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with guests, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved guest problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls and emails.
  • Answered telephone and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with guests through email and telephone.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Cultivated positive relationships with guests through professional demeanor and excellent interpersonal skills.
  • Optimized resource allocation by managing inventory of office supplies and reordering as necessary.
  • Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
  • Supported company correspondence by drafting and distributing memos and emails.
  • Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
  • Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
  • Facilitated positive guest experiences by resolving complaints and inquiries promptly and professionally.
  • Reduced waiting times for guests by implementing more efficient check-in process.
  • Enhanced guest experience by providing detailed information and assistance as needed.
  • Welcomed customers with friendly greeting, answered general questions.
  • Organized, maintained and updated information in computer databases.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Collected payments, processed transactions and updated relevant records.
  • Tracked important information in Fidelio spreadsheets and ran reports using data.

Receptionist Clerk

NH Parque Central Hotel
11.2002 - 02.2004
  • Provided clerical support by copying, faxing, and filing documents.
  • Safeguarded sensitive information by adhering to strict confidentiality protocols regarding client records and personnel files.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Corresponded with clients through email, telephone, or postal mail.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Answered central telephone system and directed calls accordingly.
  • Ensured effective communication within the organization through timely distribution of messages and faxes.
  • Maintained a welcoming environment for visitors with a clean, organized reception area.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Supported administrative staff with accurate data entry, filing, and document management tasks.
  • Resolved customer problems and complaints.
  • Reduced wait times for callers through prompt answering of multiline phones and efficient call transfers to appropriate departments.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Boosted company image by providing friendly, professional service to all clients and customers.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Expedited visitor check-in process by maintaining an updated sign-in sheet and issuing visitor badges as needed.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained confidentiality of information regarding clients and company.
  • Organized, maintained and updated information in computer databases.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Tracked important information in spreadsheets and ran reports using data.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Collected cash and credit card payments, processed transactions and updated relevant records.

Assistant Purser

Fred Olsen Cruise Lines
06.2001 - 02.2002
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
  • Monitored compliance with maritime regulations, contributing to a safe and secure environment on board.
  • Coordinated with event planners to facilitate successful onboard events, creating memorable experiences for guests.
  • Streamlined communication between departments for smooth operation, resulting in improved overall service quality.
  • Worked closely with housekeeping staff to ensure cabins were maintained at an impeccable standard for guest comfort.
  • Managed financial transactions accurately, maintaining accountability and reducing discrepancies in end-of-day reports.
  • Resolved passenger complaints effectively, fostering positive customer relations.
  • Maintained accurate records of passenger information while adhering to data privacy regulations.
  • Managed the distribution of daily schedules and announcements throughout the vessel for timely information dissemination.
  • Developed and maintained database of financial records for clients.
  • Produced financial statements and reports.
  • Answered phone promptly and directed incoming calls.
  • Kept reception area clean and neat to give guests positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash and credit card transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls and emails.
  • Answered telephone and directed calls accordingly.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
  • Supported company correspondence by drafting and distributing memos and emails.
  • Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
  • Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
  • Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
  • Reduced waiting times for guests by implementing more efficient check-in process.
  • Welcomed customers with friendly greeting, answered general questions.
  • Organized, maintained and updated information in computer databases.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected cash and credit card payments, processed transactions and updated relevant records.
  • Prepared all requested information for Clearance of the ship when arriving in port.

Education

Vocational Training For Tourism (Receptionist)

International Hotel And Tourism School
Havana-Cuba
12-2000

High School Diploma -

EMCC
Havana-Cuba
06-1996

Skills

  • Issue resolution
  • File organization
  • Mail handling
  • Guest relations
  • Customer service
  • Phone and email etiquette
  • Microsoft office
  • Multitasking and organization
  • Documentation and recordkeeping
  • Handling complaints
  • Documentation and control
  • Event coordination

Timeline

Reservations Agent

IHG-Hotels & Resorts
02.2024 - 05.2024

Guest Relations Manager

Celestyal Cruises
06.2011 - 01.2023

Assistant Guest Relations Manager

Celestyal Cruises
03.2010 - 06.2011

Receptionist

Celestyal Cruises
06.2007 - 03.2010

Receptionist

Iberojet Cruises
03.2004 - 11.2006

Receptionist Clerk

NH Parque Central Hotel
11.2002 - 02.2004

Assistant Purser

Fred Olsen Cruise Lines
06.2001 - 02.2002

Vocational Training For Tourism (Receptionist)

International Hotel And Tourism School

High School Diploma -

EMCC

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Keytia Valdés Pimentel