Lupe Marfin is a Spanish individual seeking work as a hotel receptionist or in passenger services. She has over 10 years of experience working for MSC Cruises and Intercontinental hotels in roles such as shore excursion manager, hotel receptionist, and passenger receptionist. She is honest, reliable, polite, and able to work independently or as part of a team.

1. CONTACT 22 Anson Road
NW23UU
London
E-mail: lupe_marfin@yahoo.es
Phone: 0044 7403526019
PERSONAL
PROFILE
Honest, reliable and polite individual, well motivated and able to work on own initiative or
as supportive team member. Hardworking, conscientious and a friendly approach.
WORK
EXPERIENCE
Intercontinental London the O2,
UK
August 2016 — Present
Park Plaza Sherlock Holmes, UK December 2015 — August 2016
Balearia Ferries Company, Spain May 2015 — October 2015
MSC Cruises, Italy November 2011 — February 2015
MSC Cruises, Italy June 2011 — October 2011
MSC Cruises, Italy November 2007 — April 2011
Hotel Receptionist
To build a good rapport with all guests and resolve any complaints/issues quickly to
maintain high quality customer service.
To assist in dealing with customer complaints in an effective and courteous
manner, providing or seeking solutions as quickly as possible.
Hotel Receptionist
Greeted, registered, and assigned rooms to guests.
Answered telephonic and in-person queries related to hotel services and resolved
any issues.
Passenger Receptionist
Dealing with the check-in of passengers, making reservations and carrying out
various other administrative tasks.
Taking telephone enquiries.
Shore Excursion Manager
Providing continuous customer care during tours, thereby meeting all clients' travel
expectations.
Having a clear understanding of revenue and ratings goals for the department, and
how to achieve them.
Shore Excursion Assistant
Documenting all tours and excursions that are sold.
Assisting with shore excursions and land tours.
Shore Excursion Hostess
Taking care of the guests throughout the tour, both on the coaches and during city
excursions.
Supporting the City Guide e.g. ticket purchases.
EDUCATION Congress Stewardess, Trains and
Cruises
March 2004 — March 2006
Stewardess School
OTHER Familiarization and Basic Safety Training
Lupe Herrera
Lupe Herrera 1

2. RELEVANT
TRAINING
Certificate of Proficiency in Security Awareness and Designated Security Duties
LANGUAGES Spanish: native; English: fluent; Italian: fluent; Portuguese: basic
IT SKILLS High Proficiency in Microsoft Office
Software Fidelio
Opera System
Lupe Herrera 2