BESAIDA AGUINO

Cell: 6468210155 Baguino1@gmail.com

Professional Summary
Big Apple Star Award- Customer Service 2012/2015 Constant mentions and reviews on Tripadvisor.com andMarketMetrix.
Over nine year\'s hospitality experience within the Denihan Hospitality Group (Affinia Brands).Scored a 4/5 on my yearly
Denihan Hospitality review. Accomplished performance=focused,and people orientedprofessional,with well rounded
business operations Hospitality professional experience.equipped with provenability to lead ,motivated,and mentor teams
toward personal and organizational development and the attainment oforganizational objectiveness.
Skills
Excellent time management skills
Softwares experience: CLS, Epitome, Hotsos, Opera, Effective problem solverSynixis, Adherence to high
customer service standardsOZ Training Certified Microsoft Outlook, Word and ExcelCustomer Service and
relations Inventory controlBilingual - Fluent Spanish
Work History
Hospitality Professional/Minibar Supervisor, 04/2008 to CurrentDenihan Hospitality Group Eastgate Tower/Affinia
Dumont Hotel
Perform guest registrations, room assignments and accommodate special requests for arriving and in
houseguests.Maintenance of guests and master accounts while working with 3rd parties and our internal and
externalreservation departments.Ensured superior customer experience by addressing customer concerns,
demonstrating empathy and resolvingproblems on the spot.Processed numerous daily invoices and billed renewed
invoices to clients.Recipient of multiple positive reviews acknowledging dedication to excellent customer
service.Directed calls to appropriate individuals and departments.Verified customers\' credit and established how the
customer would pay for the accommodation.Made and confirmed reservations.Reviewed account information and
charges on the daily basis.Set up bar for operation, obtained cash bank and stocked the service bar.Identified and
investigated variances to financial plans and forecasts by interpreting financial results.Analyzed budgets, financial
reports and projections for accurate reporting of financial standing.Inspected all rooms and replaced all used items
purchased.

Room Attendant, 05/2007 to 04/2008Denihan Hospitality Group Affinia Manhattan/Affinia Dumont Hotel
Ensure safety and well being of every guest by checking room occupancy and daily log book.Following all health
standards and regulations, while performing heavily cleaning duties and inspections.Vacuumed rugs and carpeted
areas in offices, lobbies and corridors.Cleaned and buffed tile floors using industrial cleaning equipment.Removed
waste paper and other trash from the premises to designated area.Accepted accountability for all assigned building
keys, master keys and access cards.Changed bed linens and collected soiled linens for cleaning.Disinfected and mopped
bathrooms to keep them sanitary and clean.Collected trash and moved garbage cans from kitchen areas to pick-up
stations.Cleaned walls, windows, shades and curtains.
 Used chemicals and other cleaning equipment in a proper, safe and responsible manner.

Assistant Manager, 04/2005 to 07/2007Payless Shoe Source Brooklyn, NY

Advising and up selling customers on company products while handling claims, exchanges, bank safe
andreturns.Organizing daily shipments, inventories and merchandise display.Shared best practices for sales and
customer service with other team members to help improve the store\'sefficiency.Resolved all customer complaints in a
professional manner while prioritizing customer satisfaction.Answered customer telephone calls promptly and in an
appropriate manner.Handled all customer relations issues in a gracious manner and in accordance with company
policies.Cultivated a customer-focused shopping environment by greeting and responding to all customers in a
friendlymanner.

Education
High School Diploma: Performing Arts,Eastern District High School - Brooklyn, N. Y.