Fernando - Wellness Concierge Supervisor at Amanera

Exceptional at delivering personalized, high-quality service that exceeds guest expectations across various hospitality settings.

Skilled in effective communication, facilitating collaboration between departments and ensuring guest needs are proactively addressed.

Experienced in coordinating multi-departmental activities to optimize service delivery and operational efficiency.

Proficient in English and Spanish, with basic French, enabling versatile communication in diverse environments.

Manage guest interactions to ensure smooth coordination of spa treatments, fitness sessions, and nature-based wellness activities.. Partner with wellness specialists to design and deliver transformative experiences, including yoga, meditation, and integrative therapies.. Maintain elevated service standards in alignment with the hotel's commitment to exclusivity, privacy, and relaxation.

Provided exceptional front desk guest assistance, serving as a key communication hub between departments to ensure seamless collaboration, anticipate guest needs, and discreetly accommodate high-standard and special requests.

Delivered prompt, professional support to customers via phone and email, addressing inquiries related to billing, service availability, and technical issues.. Provided accurate and knowledgeable information on products, pricing, and service options, ensuring clarity and satisfaction.. Demonstrated empathy and active listening to effectively resolve concerns, contributing to increased customer retention and positive feedback.. Successfully operated in a fully remote environment during U.S. business hours, showing strong independence, reliability, and time management.. Maintained a positive, team-oriented attitude and welcomed constructive feedback to continuously improve performance.

Supervised a cross-functional team including 2 hotel drivers, 2 bellboys, a chef, and a room service attendant, ensuring seamless coordination based on guest needs and service standards.. Acted as Manager on Duty, overseeing nightly audits, resort operations, and guest satisfaction during assigned shifts.. Responded promptly to guest requests, maintaining the high service quality expected from a Leading Hotels of the World property.. Managed guest profiles and stay details using Opera PMS, including check-in, check-out, and reservation updates.. Maintained a strong internal performance rating of 90/100, reflecting consistent service excellence.. Handled basic accounting tasks such as billing, invoicing, and end-of-day cash reconciliations.

Conducted personalized hotel tours and escorted guests to their rooms, ensuring a warm and informative welcome.. Delivered VIP-level service to up to 25 rooms simultaneously, proactively managing guest requests and special occasions including birthdays, anniversaries, and in-room decorations.. Maintained consistent communication with guests throughout their stay to anticipate needs and resolve issues promptly.. Achieved and sustained a high customer satisfaction score of 3.5–4.0 out of 4 through attentive and personalized service.. Remained composed and professional during high-pressure situations and guest complaints, ensuring service recovery and guest retention.

Provided answers to customer inquiries about hotel services, room availability, and casino activities via email and phone.. Coordinated reservations, airport transfers, and special requests (VIP rooms, events, etc.).