Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Personal Information
Education and Training
Languages
Timeline
Generic
Diego Ibarra Fernandez

Diego Ibarra Fernandez

Concierge
Pachuca

Summary

Dynamic concierge with a proven record in guest relations, reservation management, and complaint resolution. Skilled in effective communication and problem-solving with international customers, committed to enhancing guest satisfaction and creating memorable experiences.

Overview

5
5
years of professional experience
2015
2015
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

Concierge

Royal Caribbean International
01.2024 - Current
  • Provided personalized service to guests throughout their cruise experience.
  • Assisted guests with reservations for dining, excursions, and entertainment options.
  • Coordinated special requests and addressed guest inquiries promptly and courteously.
  • Managed communication between departments to enhance guest satisfaction.
  • Resolved guest complaints with empathy and effective problem-solving skills.
  • Maintained up-to-date knowledge of ship amenities, services, and itineraries.
  • Collaborated with team members to ensure seamless guest experiences onboard.
  • Facilitated access to onboard activities and guided guests on ship navigation.
  • Maintained a professional presence at the front desk area by adhering to dress code standards.
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.

Senior Guest services Officer

Royal Caribbean International
01.2022 - 12.2023
  • Managed guest services and ensured high satisfaction levels during cruise operations.
  • Facilitated communication between departments to streamline operations on the ship.
  • Resolved guest inquiries and complaints promptly to enhance overall experience.
  • Provided exceptional customer service through effective communication and problem-solving skills.
  • Collaborated with team members to maintain a welcoming environment for guests.
  • Educated guests about hotel amenities and local attractions to enhance their experience.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Answered incoming calls from guests seeking reservations or general information.
  • Trained new staff on customer service protocols and operational procedures.

Guest services officer

Royal Caribbean International
01.2021 - 12.2021
  • Managed guest inquiries and resolved issues promptly.
  • Coordinated room assignments and special requests for guests.
  • Monitored front desk operations to maintain a welcoming atmosphere.
  • Handled cash transactions and maintained accurate records of payments received.
  • Assisted guests with inquiries and provided exceptional customer service experiences.
  • Greeted guests warmly and provided information about services and amenities.
  • Managed reservation systems to ensure accurate booking of guest accommodations.
  • Provided concierge services by offering recommendations of local attractions, shopping, and dining options.
  • Answered incoming calls from customers seeking assistance or information regarding hotel amenities.

Education

Instituto Tecnologico Latinoamericano

Skills

    Reservation management

    Problem-solving

    Reservations management

    Customer service

    Telephone etiquette

Affiliations

  • I'm a person that love sports and have a preference for soccer
  • I like to exercise, take long walks, swim, everything that is related to nature
  • I'm a person that enjoys to go to the movie theater and to musical shows

Accomplishments

  • Been awarded as best employee from guest services team in 3 different ships

Certification

Crowd management certification from Royal Caribbean International

Personal Information

Education and Training

other

Languages

4,5

Timeline

Concierge

Royal Caribbean International
01.2024 - Current

Senior Guest services Officer

Royal Caribbean International
01.2022 - 12.2023

Guest services officer

Royal Caribbean International
01.2021 - 12.2021

Instituto Tecnologico Latinoamericano

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Diego Ibarra FernandezConcierge