Miguel Lorenzo
Sant Cugat Del Vallès
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Opera Cloud Reservation & Revenue Task Force
Melia Hotels International
02.2021 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
Reservations Agent
Melia Hotels International
09.2013 - 01.2021
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
Front Desk Supervisor
AC Hotels
08.2006 - 10.2011
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Built talented team through hiring and training new associates.
- Resolved guest complaints by addressing issues with rooms promptly.
Front Office Manager
Eurostars Grand Marina Hotel
09.2005 - 06.2006
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Hotel Duty Manager
Eurostars Grand Marina Hotel
10.2004 - 08.2005
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Provided services efficiently and with high level of accuracy.
Front Desk Agent
Club La Santa
06.2001 - 02.2004
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
Education
Hotel Management - Hospitality Administration And Management
Cesae - Universidad Alfonso X
Madrid07.2013
Skills
- Task Scheduling
- Reservation Booking
- Reservation Management System
- Opera Cloud & 55 Software
- Reservation Software
- Revenue Performance
- Tool Reservation Management
- Task Planning
- Hotel Reservation Systems
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
German
Advanced (C1)
Catalan
Upper intermediate (B2)
Timeline
Opera Cloud Reservation & Revenue Task Force
Melia Hotels International
02.2021 - Current
Reservations Agent
Melia Hotels International
09.2013 - 01.2021
Front Desk Supervisor
AC Hotels
08.2006 - 10.2011
Front Office Manager
Eurostars Grand Marina Hotel
09.2005 - 06.2006
Hotel Duty Manager
Eurostars Grand Marina Hotel
10.2004 - 08.2005
Front Desk Agent
Club La Santa
06.2001 - 02.2004
Hotel Management - Hospitality Administration And Management
Cesae - Universidad Alfonso X
Similar Profiles
Edward DiLucaEdward DiLuca
Regional Director of Operations at MELIA HOTELS INTERNATIONALRegional Director of Operations at MELIA HOTELS INTERNATIONAL
Francisco Perez HermosoFrancisco Perez Hermoso
Area Senior Revenue Manager Leisure Andalucia at Melia Hotels InternationalArea Senior Revenue Manager Leisure Andalucia at Melia Hotels International
RAMON DE CASTRORAMON DE CASTRO
Assistant Front Desk Manager at Melia Hotels InternationalAssistant Front Desk Manager at Melia Hotels International