Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Flavia Fernandez

Flavia Fernandez

Canelones

Summary

Passionate Guest Services professional for

Goal-oriented hospitality professional with success in optimizing procedures with focused on providing exceptional customer service. Hardworking and passionate in developing peak-performing teams that consistently exceed customer satisfaction while maintaining a high level of crew motivation . Enthusiastic about delivering superior service to every guest. Determined, highly effective in identifying the root cause of issues and finding a successful and effective resolution. utilizing interpersonal skills, excellent time management and problem-solving skills. job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges

Overview

14
14
years of professional experience

Work History

Guest Services Manager

Royal Caribbean International
05.2015 - Current
  • Implemented successful strategies to increase customer satisfaction.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Created and delivered effective training materials and courses.
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.


  • Planned and executed marketing activities to improve property brand and increase revenue.
  • Developed and implemented strategies to improve guest experiences and build loyalty.

Front Desk Manager

Royal Caribbean International
04.2010 - 05.2015
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Group Coordinator

Royal Caribbean International
06.2009 - 04.2010

International Ambassador

Royal Caribbean International
01.2017 - 04.2018

Education

University - International Relations

Republica Oriental Del Uruguay

Skills

  • Leadership skills
  • Guest Experience Management
  • Customer Service Skills
  • Problem-solving
  • Interpersonal skills
  • Strong decision maker
  • Complex problem solver
  • Strong ability to multitask and prioritize
  • Adaptability

Languages

Spanish
Native language
English
Proficient
C2
Italian
Upper intermediate
B2

Timeline

International Ambassador

Royal Caribbean International
01.2017 - 04.2018

Guest Services Manager

Royal Caribbean International
05.2015 - Current

Front Desk Manager

Royal Caribbean International
04.2010 - 05.2015

Group Coordinator

Royal Caribbean International
06.2009 - 04.2010

University - International Relations

Republica Oriental Del Uruguay
Flavia Fernandez