Diego Souza
Front Desk Agent Concierge Ritz-carlton Hotel @The Ritz-Carlton Hotel Company, L.L.C.
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WORK HISTORY
Front Desk Agent Concierge Ritz-carlton Hotel @The Ritz-Carlton Hotel Company, L.L.C.
Washington, DC, US
Lead in ticketing/reservations for high profile guests, ensuring they receive the highest quality service. Handle emergency situations in calm manner. Provide leadership via a true sense that guests are sincerely and genuinely welcome while striving to provide the highest level of service.• Assist Operations Manager in handling a wide range of escalated/urgent customer service issues.• Serve as a point of contact and concierge for guests, making sure they have what they needed.• Provide information, advice, and booking services. Lead in Guest inquiries, including city tours, theatre tickets, restaurants, doctors, flight bookings, among others. Process and deliver messages. • Deliver and safely store Guest luggage. Stay current with all hotel services and VIP requests, and special events – ensuring orderliness and safety guidelines around the lobby and front door.• Support Management as required, in cases of emergency, project a professional image with an emphasis on hospitality and Guest service. Maintain a clean, healthy, and safe working area.
EDUCATION
Ulster County BOCES-School of Practical Nursing
Certified Nursing Assistant
Ulster County Community College
Undergraduate Studies, English Language and Literature, General
SUNY New Paltz
Undergraduate Studies, International Business
ABOUT DIEGO SOUZA
I am a high performance and results-oriented professional with 15+ years of experience and extensive practical hands-on experience in the hospitality field. I have outstanding performance working alone or as a cooperative team member. I am extremely professional in appearance, language, and presentation. My ability to resolve problems in a timely manner by mentoring, motivating, and leading by example is well documented. I offer a remarkable ability to identify and resolve problems. My experience includes communicating effectively with guests, vendors, and coworkers. I am a self-directed professional with vast experience and excellent persuasive presentation, communication, and training skills. I place an emphasis on professionalism, analytical skills, flexibility, and consistency in all phases of decision-making. I offer experience in promoting confidence and maintaining long-term relationships while successfully interfacing with people of diverse backgrounds. My excellent organizational skills are accustomed to working in fast-paced environments while maintaining a clear focus on achieving bottom-line results. I have successfully demonstrated my ability to manage change for improved performance and greater team efficiency.I am recognized as being dedicated and hardworking with an unmatched drive to produce superior results. I am capable of identifying areas of strengths and weakness as well as implementing changes in operations that optimize productivity and bottom-line results. I am a self-motivated professional who is adept at working effectively with limited supervision by applying creativity and organizational skills.
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