Mirelys Díaz Rivera
Carrollton,VA
Summary
Hospitality professional with over four years of progressive front desk experience at Navy Lodge (NEXCOM Hospitality Group), demonstrating a proven track record in optimizing front office operations and enhancing guest satisfaction. Expertise includes reservations coordination, financial accountability, and guest relations, supported by a strong background in Property Management Systems (PMS), cash handling, and operational reporting. Skilled in fostering cross-department collaboration, recognized for sound judgment, leadership support, and a commitment to delivering exceptional guest experiences. Bilingual in English and Spanish, with a solid foundation in business administration and marketing, ready to leverage skills in dynamic hospitality environments.
Overview
7
7
years of professional experience
Work History
Guest Service Representative
Navy Lodge
Gulfport, MS
02.2022 - Current
- Oversee daily front desk activities to ensure smooth operations, efficient guest flow, and optimal room utilization.
- Manage reservations, guest registrations, and billing processes while maintaining accuracy and compliance with company standards.
- Process and reconcile cash and credit transactions, maintaining accountability and safeguarding front desk funds.
- Operate and navigate the Property Management System (PMS) to update guest profiles, modify bookings, generate operational reports, and monitor availability trends.
- Collaborate closely with housekeeping to confirm room readiness and maintain accurate room status alignment.
- Address guest inquiries and concerns with professionalism, exercising sound judgment to resolve issues promptly and enhance guest satisfaction.
- Support onboarding and hands-on training of new front desk associates, reinforcing service expectations and operational procedures.
- Maintain strict adherence to security protocols, key control procedures, and guest privacy standards.
- Contribute to maintaining a welcoming, organized, and professional lobby environment.
Call Center Representative
Aqueduct Company in Puerto Rico
03.2021 - 09.2021
- Answer approximately 150 incoming calls daily utilizing a courteous and professional manner to collect information and identify customers needs.
Internship
Teatro Hollywood in Coamo P.R
01.2020 - 04.2020
- Marketing research, content making for different channels of communication, marketing plan with all of the information acquired. Planing of different activities to attract customers and business. Submission of reports.
Secretary Assistant
UPR Ponce Office of Extracurricular Activities
08.2019 - 03.2020
- Keeping agenda, providing information and planing of the extracurricular activities in the University. Making of official documents to propose them. Promoting different activities via different communication channels. Content making using Canva to promote or inform.
Education
Bachelor of Business Administration - Marketing
University of Puerto Rico in Ponce
01.2020
High School Diploma - undefined
Ramón José Dávila
01.2015
Skills
- Front Office Operations
- Reservations & Room Utilization
- Property Management Systems (PMS)
- Cash Handling & Financial Accountability
- Guest Relations & Conflict Resolution
- Staff Training & Onboarding Support
- Cross-Department Coordination
- Administrative Support
- Microsoft Office Suite
- Canva & Content Creation
- Bilingual: English & Spanish
Timeline
Guest Service Representative
Navy Lodge
02.2022 - Current
Call Center Representative
Aqueduct Company in Puerto Rico
03.2021 - 09.2021
Internship
Teatro Hollywood in Coamo P.R
01.2020 - 04.2020
Secretary Assistant
UPR Ponce Office of Extracurricular Activities
08.2019 - 03.2020
High School Diploma - undefined
Ramón José Dávila
Bachelor of Business Administration - Marketing
University of Puerto Rico in Ponce