1. Professional Summary
Skills
Work History
MARCELLUS TORO
4008 West Amador Lane, Yuma, AZ 85364 | (C) 951-907-4656 | viramontescjuan@gmail.com
Adaptable Front Desk Agent skilled in quickly processing hotel reservations and check-in and check-out procedures. Innovative
problem solver and fast learner with advanced understanding of Microsoft Word, Office, Excel and Powerpoint.
Accommodating Front Desk Agent possessing in-depth-knowledge of the Yumaarea. Proactive in helping guests choose the
finest dining and entertainment options that Yuma has to offer. Courteous Agent adept at balancing multiple tasks and priorities
seamlessly while delivering the highest level of customer service. Over threeyears in the hospitality industry.
Audit reporting
Strong interpersonal skills
[56] WPM typing speed
Requires minimal supervision
Exceptional communicator
Performance audits
Creative thinker
Guest services
Reservations and booking system experience
Service-oriented
Budgeting and cost control
Luxury guest services
Adaptability and responsiveness
Staff training
Commercial driver's license
General housekeeping
Courteous and helpful
06/2013 to CurrentFront Desk Attendant
Hampton Inn & Suites by Hilton – Yuma, AZ
Greeted and registered guests and issued keys along with answering an average of 30calls per day, all within three rings,
by addressing guest inquiries, solving problems and provided an elevated customer experience to generate a loyal
clientèle by answering hotel questions with up-to-date knowledge of sales and promotions.
Earned management trust by serving as key holder, responsibly using masters keys when situation required it.
Handled daily heavy flow of paperwork and cooperated with the accounting departments on daily revenue numbers.
Ensured superior customer service experience by addressing guest concerns, demonstrating empathy and resolving
problems on the spot while developing areputation as an efficient service provider with high levels of accuracy scoring in
top 10% of employees in successful resolution of issues.
Maintained cleanliness and presentation of front desk and lobby.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service building long-term
customer relationships.
Posted charges for rooms, food, internet, or telephone calls, to ledgers manually or by using computers also computed
bills, collected payments and made change for guests while monitoringcash drawers in single stations to ensure adequate
cash supply.
Organized suite shop merchandise racks by size, style and color to promote visually appealing environment.
10/2015 to 11/2015Sales Associate
Spirit of Halloween – Yuma, AZ
Accepted and processed returns.
Directed individuals to merchandise locations.
Maintained adherence to all company protocols.
Kept work areas clean and neat at all times.
Provided repeat customers with exceptional care and attention.
Worked collaboratively in team environment.
04/2013 to 09/2013Cashier

2. Education
McDonald's – Yuma, AZ
Received and processed customer payments.
Developed standard operating procedures.
Analyzed purchases for signs of fraud.
Resolved service issues in timely manner.
2010High School Diploma:
Nueva Vista High School - Jurupa Valley, CA
N/AN/A:
Arizona Western College - Yuma, AZ