Víctor Cuesta
Vallada
Summary
Dedicated and customer-focused receptionist with over 3 years of experience in hospitality, including roles in luxury and boutique hotels. Proven ability to deliver exceptional service in fast-paced environments, managing check-ins and guest inquiries efficiently while ensuring a welcoming atmosphere. Skilled in communication, problem-solving, and multitasking, with a strong proficiency in hotel management software. Adept at building rapport with diverse clientele and committed to enhancing guest satisfaction through attention to detail and personalized service. Recognized for professionalism and adaptability, contributing to seamless operations and positive guest experiences.
Overview
4
4
years of professional experience
Work History
Hotel Receptionist
Hugo's Boutique Hotel ★ ★ ★ ★
01.2024 - 09.2024
- Managed front desk operations, providing exceptional customer service to high-end clientele, ensuring a welcoming and professional atmosphere.
- Handled guest check-ins and check-outs efficiently, using the hotel’s booking system.
- Coordinated with housekeeping and maintenance teams to ensure rooms were prepared on time and addressed any guest requests promptly.
- Responded to guest inquiries via phone, email, and in-person, offering personalized recommendations for local dining, activities, and events.
- Processed payments and handled billing issues with accuracy, resolving any discrepancies and maintaining updated financial records.
- Assisted in training new front desk staff, sharing best practices for customer service, and enhancing team performance.
- Maintained calm and effective communication during peak hours and high-pressure situations, ensuring smooth operations.
Hotel Receptionist
MYR Palacio Vallier ★ ★ ★ ★ ★
05.2022 - 12.2023
- Provided top-tier service to guests in a 5-star luxury environment, ensuring all guests received a personalized and memorable experience from arrival to departure.
- Managed check-ins and check-outs for high-profile clients, coordinating reservations, special requests, and room assignments through the hotel’s property management system.
- Collaborated with the concierge team to organize exclusive tours, transport services, and restaurant reservations, consistently exceeding guest expectations.
- Acted as the first point of contact for guest complaints or issues, resolving conflicts diplomatically and ensuring prompt solutions to maintain guest satisfaction.
- Assisted in the development and implementation of VIP guest protocols, ensuring privacy, discretion, and tailored services for celebrities and dignitaries.
- Maintained accurate billing records, processed payments, and coordinated with accounting to resolve financial discrepancies efficiently.
- Trained and mentored junior reception staff, fostering a strong focus on customer service excellence and teamwork.
- Awarded "Employee of the Month" twice for exceptional performance and consistently positive guest feedback.
Hotel Receptionist
Hotel NH Collection Gran Vía ★ ★ ★ ★
06.2021 - 05.2022
- Delivered high-level customer service to both business and leisure guests, ensuring a smooth check-in and check-out process while handling up to 80 daily reservations.
- Acted as the main point of contact for guest inquiries, providing comprehensive information about the hotel’s facilities and local attractions in the Gran Vía area.
- Coordinated closely with housekeeping and maintenance departments to ensure guest rooms met the brand’s luxury standards, promptly resolving any issues or special requests.
- Managed group bookings for corporate events, conferences, and special occasions, ensuring all logistical details were coordinated seamlessly with the hotel’s event team.
- Handled guest complaints with professionalism and efficiency, delivering quick resolutions and ensuring follow-up to enhance guest satisfaction.
- Processed payments, refunds, and billing adjustments accurately, ensuring compliance with NH Collection’s financial protocols.
- Supported the front office manager in implementing service improvements based on guest feedback and internal reviews, contributing to a 10% increase in customer satisfaction scores.
Hotel Receptionist
Hotel Riu Plaza España ★ ★ ★ ★
01.2021 - 05.2021
- Welcomed and assisted international guests at one of Madrid’s most iconic hotels, handling check-ins and check-outs with an average of 100+ daily transactions, ensuring efficient and friendly service.
- Managed room assignments and special requests using the hotel’s reservation system, ensuring that guest preferences were met, particularly for VIP and repeat guests.
- Coordinated closely with the guest relations team to provide personalized service, offering recommendations on local dining, cultural attractions, and events in the heart of Madrid.
- Handled complex billing issues, processed payments, and provided detailed invoice explanations to guests, ensuring a smooth and transparent financial process.
- Assisted with the organization of major events, including corporate conferences and weddings, liaising with event planners to ensure seamless execution and guest satisfaction.
- Maintained high levels of professionalism while resolving guest complaints, receiving positive feedback for swift and effective conflict resolution.
- Supported front desk operations during peak hours, ensuring smooth communication with housekeeping, concierge, and security teams to maintain hotel standards.
Hotel Receptionist
Hotel NH Valencia Las Artes ★ ★ ★ ★
06.2020 - 01.2021
- Provided welcoming and efficient service as the first point of contact for guests in a busy 4-star hotel, gaining valuable experience in hospitality and customer service.
- Assisted with daily check-ins and check-outs, managing reservations and guest requests using the hotel’s booking system, while ensuring a smooth and pleasant experience for all visitors.
- Answered phone calls and emails, addressing guest inquiries about room availability, rates, and hotel services, and providing accurate information on local attractions near the City of Arts and Sciences.
- Coordinated with housekeeping and maintenance departments to address guest concerns regarding room conditions or amenities, ensuring timely resolutions.
- Handled payments, including cash, credit card transactions, and invoice processing, while maintaining accurate billing records and ensuring financial procedures were followed.
- Developed strong communication and problem-solving skills by resolving guest complaints and finding solutions to improve their stay, maintaining a positive attitude under pressure.
- Assisted senior reception staff during busy periods and supported the front desk team by taking on additional responsibilities such as managing group reservations for events and tour groups.
- Received praise from supervisors for quickly adapting to the fast-paced hotel environment and delivering consistent customer service.
Education
Bachelor's Degree in Early Childhood Education -
University of Valencia
06.2024
Effective Communication Skills For Professional -
LinkedIn Learning
06.2020
Hotel Front Office Management -
Coursera
06.2020
Front Desk Representative Course -
Alison
06.2019
Skills
- Excellent verbal and written communication
- Strong customer service and problem-solving abilities
- Proficient in hotel management software and Microsoft Office
- Exceptional organizational and multitasking skills
- Ability to work collaboratively in a team environment
- Adaptable to fast-paced and dynamic situations
- Cultural awareness and sensitivity in diverse settings
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Catalan
Bilingual or Proficient (C2)
Valencian
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Italian
Upper intermediate (B2)
Timeline
Hotel Receptionist
Hugo's Boutique Hotel ★ ★ ★ ★
01.2024 - 09.2024
Hotel Receptionist
MYR Palacio Vallier ★ ★ ★ ★ ★
05.2022 - 12.2023
Hotel Receptionist
Hotel NH Collection Gran Vía ★ ★ ★ ★
06.2021 - 05.2022
Hotel Receptionist
Hotel Riu Plaza España ★ ★ ★ ★
01.2021 - 05.2021
Hotel Receptionist
Hotel NH Valencia Las Artes ★ ★ ★ ★
06.2020 - 01.2021
Bachelor's Degree in Early Childhood Education -
University of Valencia
Effective Communication Skills For Professional -
LinkedIn Learning
Hotel Front Office Management -
Coursera
Front Desk Representative Course -
Alison
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