Camila Duarte

• Lead daily front-office operations for a 280-room resort, coordinating 18 agents across arrivals, departures, concierge, and night audit. • Raised guest satisfaction scores 14% by introducing a service-recovery playbook and twice-daily arrival briefings. • Partner with revenue and sales teams on room-upgrade strategy, VIP arrivals, and occupancy pacing; improved upgrade conversion 19%. • Coach supervisors and agents on Opera PMS, cash controls, accessibility standards, and brand-quality audits. • Resolve escalated concerns with discretion, protecting loyalty and repeat business during peak season.

• Managed front-desk coverage and shift handoffs for a 96-room boutique property, supervising 10 associates across rotating schedules. • Cut average check-in time 22% by standardizing pre-arrival reviews, queue triage, and digital-registration procedures. • Trained new hires on Micros, Opera PMS, payment security, and warm-service standards; maintained 95%+ quality scores. • Coordinated group blocks, late arrivals, and VIP amenities with housekeeping and engineering to deliver seamless stays. • Increased ancillary revenue through needs-based room upgrades, parking packages, and local-experience recommendations.

• Supervised a 14-person guest-services team supporting three affiliated waterfront hotels and their shared call center. • Built daily lobby and arrival plans that reduced service escalations 18% and improved response-time consistency. • Handled VIP, loyalty-member, and accessibility requests, coordinating with housekeeping, bell, valet, and transportation partners. • Audited guest feedback and service-recovery cases to identify recurring issues and briefed managers on corrective actions. • Earned promotion to front-office leadership after consistently exceeding mystery-shopper and guest-contact standards.

Focused on hotel operations, guest experience, service leadership, and hospitality revenue fundamentals.