Mariana Dorantes Meneses
Summary
Hardworking and reliable professional looking to expand my area of expertise into concierge, hospitality and customer services. Throughout my career, I have gained experience in collaborating effectively in a team environment, working under stressful conditions as well as developing and improving customer service skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative - Partner
NSW Department of Planning, Housing and Infrastruc
08.2023 - Current
- Delivered exceptional customer service to more than 150 customers a day from the public and private sector to bolster strong relationships and build positive experiences
- Coordinated my team efficiently to meet all the expectations for our daily operations and future goals
- Successfully trained 6 costumer service staff
- Collaborated with my team to triage tasks and prioritize critical issues
- Managed office administration tasks effectively and cooperated to introduce new processes successfully
Concierge Officer
Glad Group
09.2022 - 08.2023
- Managed and coordinated client bookings and requests using Smartway2 software, making sure all bookings are properly allocated.
- Assisted with event planning and coordination, contributing to the success of various on-site functions.
- Provided first-level IT support to clients, swiftly diagnosing and resolving issues.
- Oversaw the Outlook Calendar, diligently approve meetings, and liaise with organizers to gather further information if necessary, to ensure smooth meeting preparations and execution
- Responded to customer calls and provide timely and accurate information
- Communicated with concierge lobby and the loading dock to arrange services, building access, catering deliveries and parcel deliveries
- Updated our data spreadsheets to ensure all the information is accurate and available for the team
Front of House Attendant
Black & White Waiters
07.2022 - 10.2022
- Served food and beverages to costumers always on time and in a very courteous manner
- Ensured guests' needs were consistently met
- Assisted in the preparation of events with the set up and the cleanup afterward
- Studied the menu before any service and memorized ingredients and dietary requirements.
- Communicated with the team to make sure all the programmed activities were carried on time.
Front Desk Manager
The Manor Boutique Hotel
10.2021 - 07.2022
- Managed day-to-day activities of the hotel including check-ins and check-outs, guests enquires and bookings.
- Oversaw and coordinated housekeeping duties.
- Supervised different booking platforms such as booking.com, Expedia, Agoda, Smartview and the company's web site.
- Delivered the best quality costumer service to ensure all guest had the best experience.
- Took care of payments and invoices.
- Trained receptionists and front office staff to the hotel standards
Food and Beverage Attendant
The Fullerton Hotel
03.2021 - 11.2021
- Assisted organizing banquets and other large scale events up to two events a day
- Gained further experience in working in high pressure environments
- Carried beverages and food trays to customer tables for serving
- Set tables up with clean linens, condiments and other supplies
- Served in events for more that 1200 pax
- Worked at the different restaurants within the hotel and successfully learned the different type services including: in-room dinning, buffet, banquets and fine dinning
Housekeeper
The Carrington Hotel
11.2020 - 03.2021
- Completed cleaning duties on time and according to schedule.
- Removed and disposed trash appropriately.
- Reported observations concerning equipment wear, defects and malfunctions.
- Maintained rooms and public areas clean and disinfected
Housekeeper
The Hydro Magestic Hotel
07.2020 - 11.2020
- Responsible for cleaning, tidying and sanitizing rooms and public areas
- Organized linen and room stocks
- Kept assigned areas spotless to the highest standards
Education
BBA - Events Management
Blue Mountains International Hotel Management
Torrens University05-2022
BBA - Turism And Events Management
Universidad Tecnologica De Mexico
Mexico05-2022
Skills
- Outlook calendar and email Microsoft Office Teams, Word and Excel
- Cross-cultural awareness
- Customer service
- Dealing with stakeholders
- Excellent team communication
- Sharp attention to detail
- Guest reservation management
- Food handling
- Hospitality services
- Decision making
- Fast learner
- Conflict resolution
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative - Partner
NSW Department of Planning, Housing and Infrastruc
08.2023 - Current
Concierge Officer
Glad Group
09.2022 - 08.2023
Front of House Attendant
Black & White Waiters
07.2022 - 10.2022
Front Desk Manager
The Manor Boutique Hotel
10.2021 - 07.2022
Food and Beverage Attendant
The Fullerton Hotel
03.2021 - 11.2021
Housekeeper
The Carrington Hotel
11.2020 - 03.2021
Housekeeper
The Hydro Magestic Hotel
07.2020 - 11.2020
BBA - Events Management
Blue Mountains International Hotel Management
BBA - Turism And Events Management
Universidad Tecnologica De Mexico
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