DORIS CUTIPA PUMA
Hospitality
Perth,Western Australia
Summary
I am seeking to be part of a company/organization with strong values and competitive in the Hospitality industry, hence I can be able to develop my professional skills and enhance my personal growth, both in the intensification of values, protocols that guarantee company, and guest’s satisfaction. I also consider my experience and skills a good asset for an organization looking for a motivated associate.
Overview
7
7
years of professional experience
Work History
Guest Service Expert
The Westin Perth
Perth, WA
05.2024 - Current
- Assist with day-to-day operations, working efficiently and productively with all team members.
- Resolve complaints regarding housekeeping and room service.
- Coordinate arrivals and departures of VIPs.
- Take reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintain high guest satisfaction standards to meet or exceed targets.
- Answer multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Rooms Coordinator / Front Desk Agent
The Star Grand Hotel and Residences
Sydney, Australia
04.2023 - 04.2024
- Coordinate Back of house hotel operations.
- Provided customer service regarding inquiries about accommodations, reservations, and other related services.
- Responded to guest complaints in a timely manner and took corrective action when necessary.
- Communicated regularly with other departments such as housekeeping, maintenance, and security regarding guest requests or concerns.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted guests with check-in and check-out procedures, including providing information about hotel services and amenities.
F&B Outlet Team Leader / Guest Services Agent
Hyatt Regency Sydney
Sydney, Australia
02.2021 - 04.2023
- Assisting in the smooth running of the front and back of house outlet operation.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Collaborated with the front office department performing duties and responsibilities of guest services agent.
Cocktail Waitress
Hilton Sydney
Sydney, Australia
09.2019 - 03.2020
- Providing accurate bills and processing payments.
- Greeted customers and provided menus to guests.
- Maintained a clean, organized work area throughout the shift.
- Assisted in setting up for events such as weddings and private parties.
- Delivered orders accurately and promptly to tables.
Front Desk Agent
The Peabody Memphis
Memphis, USA
05.2018 - 05.2019
- Front Desk Operations
- Reservations Training
- VIP Training and Guest Services
- Supervisory Training
Front Desk Agent
Comsorcio de Ecoturismo y Hoteleria Suasi SAC
Puno, Peru
02.2017 - 01.2018
- Assisted with check-in and check-out procedures for guests.
- Provided information about hotel amenities, services, and local attractions.
- Processed payments accurately and efficiently.
- Inputted guest information into computer system accurately and securely.
- Addressed customer needs in a timely manner.
Education
Bachelor of Tourism -
Universidad Nacional del Altiplano
Skills
- Opera PMS Property Management System
- Office Administration
- Transaction Processing
- Complaint Handling
- Multi-Line Phone Systems
- Guest Services
- Outlook
- Microsoft
Internship
- 03/01/2012, 07/01/2018, Professional Internship, Front Desk Department ¨The Peabody Memphis¨, 12 months, Memphis, TN, USA
- 03/01/2018, 05/01/2018, Professional Internship, Hospitality ¨Consorcio de Ecoturismo y Hoteleria Suasi¨, 3 months, Lago Titicaca Moho, Puno, Perú
Personal Information
Date of Birth: 04/27/1995
Languages
- Spanish, Native language
- English, Fluent
References
Available Upon Request
Languages
English
Full Professional
Spanish
Native/ Bilingual
Accomplishments
- Top 10th students award Universidad Nacional del altiplano 2017.
- Employee Quarter award The Peabody Memphis TN 2018.
- Employee of the month July 2023 The Star Grand Sydney.
Timeline
Guest Service Expert
The Westin Perth
05.2024 - Current
Rooms Coordinator / Front Desk Agent
The Star Grand Hotel and Residences
04.2023 - 04.2024
F&B Outlet Team Leader / Guest Services Agent
Hyatt Regency Sydney
02.2021 - 04.2023
Cocktail Waitress
Hilton Sydney
09.2019 - 03.2020
Front Desk Agent
The Peabody Memphis
05.2018 - 05.2019
Front Desk Agent
Comsorcio de Ecoturismo y Hoteleria Suasi SAC
02.2017 - 01.2018
Bachelor of Tourism -
Universidad Nacional del Altiplano
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