Julian Danilo Pena Quintero
Guest Experience
Phuket
Summary
Soon-to-be International Business graduate with strong experience in guest service and personalized experiences, including sales and target achievement. Worked in a multicultural environment, ready to enhance the workplace and utilize multilingual skills (Spanish, Portuguese, Italian, and English). Open to development and growth opportunities in the hospitality industry.
Overview
5
5
years of professional experience
Work History
Guest Relations Officer
Pullman Phuket Panwa Beach Resort
05.2025 - Current
- Conducted meetings and developed action plans for VIP arrivals, focused on improving guest experience and fostering a passion for outstanding service.
- Develop incident reports and resolve guest inquiries to ensure successful guest experiences, along with coordinating and communicating with resort departments to achieve guest satisfaction.
- Provide multicultural service in diverse work environments and assist guests who do not communicate in English.
- Successfully reached enrollment and review targets, achieving top 1 and top 2 positions for most reviews mentioning my name in the resort, with 56 and 48 reviews at 90% and above rating in hotel reviews for two consecutive months.
- Achieved hotel room upsells totaling over 400,000 THB in the month of November 2025.
Guest Service Representative Trainee
Phuket Marriott Resort & Spa, Nai Yang Beach
04.2024 - 04.2025
- Resolve and follow up on complaints or irregularities reported by guests and VIP guests, following the Standard Operating Procedures (SOP) for the Bonvoy Loyalty Program.
- Achieved success in Reputation Promote Score, guest enrollment satisfaction, and strong problem solving capabilities.
- Strong knowledge of Property Management Systems (PMS) such as Opera 5 and Opera Cloud.
Email Support Representative
IGT Solutions
04.2023 - 04.2024
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries.
- Resolution of tickets regarding shipping and product damage delivery for the company Adore Me Lingerie in the USA, providing refunds according to SOP processes by using PMS programs.
Insurance Phone Representative
Sutherland
07.2022 - 12.2022
- Case management for customers within the HUMANA medical insurance policy, regarding medication or treatment policies, as well as scheduling and doctor appointments.
- Successfully reach targets for reviews, after call work, and coordination with partner brands or departments.
Recruiter Specialist
Atento Colombia
01.2022 - 07.2022
- Develop action plans for the massive recruitment of qualified personnel to supply telephone campaigns in Atento Colombia
- Conduct the first interview screening in English to find agents with a good level of English and capable of handling customer service cases.
Phone Banking Officer
Atento BBVA
07.2021 - 01.2022
- Handling urgent cases via telephone for BBVA and PNC banks, such as payments, late fees, and loans, all of this with customers in the United States.
- Top performer in metrics such as reputation score, after-call surveys, and Average Handle Time.
Education
International Business -
Politecnico Gran Colombiano
Bogota 05.2001 -
Lenguage - English And German
Sena
Bogota 05.2001 -
High School Diploma -
Enrique Olaya Herrera School
Bogota 05.2001 -
Skills
Spanish
English
Portugueese
Italian
Thai
German
Timeline
Guest Relations Officer
Pullman Phuket Panwa Beach Resort
05.2025 - Current
Guest Service Representative Trainee
Phuket Marriott Resort & Spa, Nai Yang Beach
04.2024 - 04.2025
Email Support Representative
IGT Solutions
04.2023 - 04.2024
Insurance Phone Representative
Sutherland
07.2022 - 12.2022
Recruiter Specialist
Atento Colombia
01.2022 - 07.2022
Phone Banking Officer
Atento BBVA
07.2021 - 01.2022
International Business -
Politecnico Gran Colombiano
05.2001 -
Lenguage - English And German
Sena
05.2001 -
High School Diploma -
Enrique Olaya Herrera School
05.2001 -