Miguel D. Lopez
138 Ilangilang
Summary
Dynamic Hotel Front Desk Clerk with extensive experience at Norwegian Cruise Line, excelling in guest relations and conflict resolution. Proven track record of enhancing customer satisfaction, leading to a high rate of repeat guests. Skilled in cash handling and effective communication, fostering teamwork and operational efficiency in fast-paced environments.
Professional in hospitality industry equipped to deliver exceptional guest experiences. Skilled in customer service, conflict resolution, and multitasking in fast-paced environments. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for reliability, communication skills, and positive attitude.
Experienced with guest services and front desk management. Utilizes strong interpersonal skills to ensure guest satisfaction and resolve issues promptly. Knowledge of hotel booking systems and front office operations, contributing to smooth daily functions and positive guest experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Hotel Front Desk Clerk
Norwegian Cruise Line
12.2020 - 11.2023
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
Overnight Associate
Quality Inn & Suites
10.2018 - 12.2020
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
CSR
Blue Cross Blue Shield
06.2016 - 10.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
Graduate Certificate - Tourism And Hospitality
North Dakota State University
ND07.2019
High School Diploma - Career Path
John F Kennedy High School
GU06.2015
Skills
- Guest relations
- Cash handling
- Conflict resolution
- Customer service
- Communication skills
- Team collaboration
- Event coordination
- Performance reporting
- Sales techniques
- Attention to detail
- Problem solving
- Time management
- Payment handling
- Welcoming guests
- Front desk operations
- Multitasking
- Problem-solving abilities
- Teamwork
- Multitasking capacity
- POS systems
Certification
- Basic Firefighting Certificate of Achievement Curriculum (SHLSOS-53) The Paul Hall Center Seafarers H School in Pin Point, Maryland
- First Aid , AED Certificate of Achievement Curriculum (SHLSOS-203) The Paul Hall Center Seafarers H School in Pin Point, Maryland
- Personal Survival Techniques of Achievement Curriculum (SHLSOS-363) The Paul Hall Center Seafarers H School in Pin Point, Maryland
- Personal Safety & Social Responsibilities of Achievement Curriculum (SHLSOS-359) The Paul Hall Center Seafarers H School in Pin Point, Maryland
- Maritime Security Awareness of Achievement Curriculum (SHLSOS-561) The Paul Hall Center Seafarers H School in Pin Point, Maryland
- Crowd Managment of Achievement Curriculum (SHLSOS-142) The Paul Hall Center Seafarers H School in Pin Point, Maryland
Timeline
Hotel Front Desk Clerk
Norwegian Cruise Line
12.2020 - 11.2023
Overnight Associate
Quality Inn & Suites
10.2018 - 12.2020
CSR
Blue Cross Blue Shield
06.2016 - 10.2018
Graduate Certificate - Tourism And Hospitality
North Dakota State University
High School Diploma - Career Path
John F Kennedy High School
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