Simon Duque

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Front Desk Representative

Hilton,

Aug 2022 - Feb 2024 (1 year 7 months)

As a Front Desk Representative, I consistently delivered exemplary customer service, resolving guest inquiries and complaints promptly and professionally, which contributed to achieving a guest satisfaction rating of 93%. I streamlined check-in and check-out processes, reducing average wait times by 25% and significantly improving the overall guest experience. Additionally, I actively promoted hotel amenities and upselling opportunities, resulting in a 5% increase in additional revenue. I cultivated strong rapport with guests and colleagues, fostering a positive environment. Furthermore, I utilized hotel property management systems to generate accurate reports and identify trends to inform operational decisions. My role also encompassed tas

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Front Desk Agent/Night Auditor

Unipark Hotel,

Mar 2022 - Aug 2022 (6 months)

Delivered exceptional customer service by promptly addressing guest inquiries and resolving complaints professionally. Reduced average check-in/check-out time by 5%. Streamlined operations by efficiently handling check-in and check-out procedures, ensuring accurate billing and room assignments. Enhanced guest experience by maintaining a clean and organized front desk area. Increased positive online reviews by 15%. Leveraged hotel property management system to process reservations, manage guest accounts, and generate reports. Increased room occupancy rate by 20%. Conducted daily financial audits to ensure accuracy and integrity of accounting records. Optimized financial reporting by balancing revenue and expense reports, reconciling accounts

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Front Desk Agent

Oro Verde Hotel,

Jul 2021 - Jan 2022 (7 months)

Delivered exceptional customer service by efficiently managing check-in/check-out procedures and resolving guest inquiries promptly. Enhanced guest satisfaction by actively promoting hotel amenities and services, achieving a guest satisfaction rating of 85%. Maintained a professional and organized front desk environment to create a positive guest experience. Leveraged hotel property management systems to process reservations, manage guest accounts, and generate accurate reports. Collaborated effectively with hotel staff to ensure seamless operations and optimize guest satisfaction. Demonstrated strong interpersonal and communication skills to build rapport with guests and colleagues, fostering a positive hotel atmosphere. Utilized email for

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Operations Manager

La Matita Farm,

Mar 2021 - Mar 2025 (4 years 1 month)

As an Operations Manager, I oversee all aspects of crop production planting, ensuring adherence to best practices and maximizing productivity. I manage and optimize the use of resources, including land, water, equipment, and labor, to ensure efficient operations. Additionally, I develop and manage budgets while monitoring expenses to ensure financial viability and profitability. I recruit, train, and supervise farm staff, fostering a positive and productive work environment. I also oversee the maintenance and repair of farm equipment, machinery, and infrastructure, ensuring operational efficiency and safety. Compliance with all relevant regulations, including environmental, health, and safety standards, is a priority. Furthermore, I contrib

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Call Center Supervisor

DexCall,

Jul 2018 - Feb 2019 (8 months)

Optimized team performance by effectively managing agent schedules, time off requests, and attendance, resulting in a 7% increase in productivity. Enhanced customer satisfaction by proactively handling escalated customer calls and complaints, resolving complex issues, and implementing targeted solutions to address customer feedback. Improved agent performance through regular quality assurance audits and call reviews, identifying training needs and implementing development programs. Ensured operational excellence by adhering to service level agreements and customer satisfaction standards through rigorous quality assurance measures. Leveraged technology to stay current with the latest trends and provide expert support to agents and customers.

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Simon's behavioral traits
Simon's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.