Andres Montilla
Smyrna
Summary
Highly motivated front office specialist with strong interpersonal skills and a proven track record in hospitality. Experienced in managing front desk operations, resolving guest inquiries, and collaborating with teams to enhance service quality. Adaptability and effective communication underpin a commitment to guest satisfaction.
Overview
4
4
years of professional experience
Work History
Front Office Specialist
Gaylord Opryland Resort & Convention Center
Nashville
2025.08 - Current
- Oversaw front desk operations, ensuring smooth guest check-in and check-out processes at premier resort and convention center.
- Handled guest inquiries and resolved issues promptly and professionally.
- Coordinated with housekeeping to maintain timely room readiness, enhancing guest satisfaction.
- Facilitated training for new staff on front office procedures, improving team efficiency and service quality.
- Assisted with the development of new procedures, policies, or guidelines.
Celebrity Services Ambassador
Gaylord Opryland Resort & Convention Center
Nashville
2024.06 - 2025.07
- Developed customer relationships and ensured satisfaction with services.
- Enhanced customer confidence by actively listening to concerns and providing tailored feedback.
- Provided customer service to clients through phone and email communication.
- Addressed customer inquiries and complaints promptly and professionally.
- Maintained professionality and efficiency while working closely with leadership.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Compiled detailed reports on key performance indicators for management review.
Hotel Front Desk Agent
Orlando World Center Marriott
Orlando
2023.07 - 2024.06
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Coordinated with staff to address guest needs, streamline check-in processes, and enhance overall satisfaction.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Gained in-depth knowledge of local area to inform guests about dining, arts, culture, and entertainment options.
- Educated guests regarding important property information and directions to different hotel areas.
- Managed high volume of phone calls, ensuring efficient routing to appropriate guests or internal departments.
PBX Hotel Operator
Hilton Orlando
Orlando
2022.01 - 2023.05
- Managed telephone switchboard to efficiently route incoming calls to appropriate staff or departments, improving communication flow.
- Addressed guest inquiries regarding hotel policies, services, rates, and room availability, enhancing guest understanding and satisfaction.
- Facilitated guest check-ins and check-outs while promptly resolving issues, ensuring a seamless experience for guests.
Education
Bachelor of Arts - Graphic Design
Universidad De Los Andes
Merida, Venezuela2018-05
Skills
- Guest Registration
- Reservation Management
- Guest Relations
- Hospitality services
- Guest satisfaction
- Complaint Handling
- Customer Engagement
- Cash Handling
- Microsoft Office
- Attention to Detail
- Problem-Solving
- Adaptability
- Effective Communication
- Professionalism
- Attention to detail
- Quality assurance
- Planning
- Decision-making
- Analytical and critical thinking
- Relationship building
- Supervision and leadership
Timeline
Front Office Specialist
Gaylord Opryland Resort & Convention Center
2025.08 - Current
Celebrity Services Ambassador
Gaylord Opryland Resort & Convention Center
2024.06 - 2025.07
Hotel Front Desk Agent
Orlando World Center Marriott
2023.07 - 2024.06
PBX Hotel Operator
Hilton Orlando
2022.01 - 2023.05
Bachelor of Arts - Graphic Design
Universidad De Los Andes