ADRIANA MONTANO
Oakland,CA
Summary
Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes, as well as expertise in training and development.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Red Lion Hotel
07.2016 - 02.2018
- Ensure that guests have a perfect hotel experience including immediate follow up and fulfilling guest request
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Built talented team through hiring and training new associates..
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Advocate for all 12 Front desk employee's needs.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Improved response times to guest requests through effective delegation of tasks among team members.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Utilized reservation software programs proficiently, optimizing room bookings and maintaining accurate guest information.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Desk Agent
Courtyard By Marriott Hotel
05.2017 - 07.2017
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
Sales Associate
Hip Hop Shoes
03.2012 - 10.2014
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Prepared merchandise for sales floor by pricing or tagging.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Store Manager
Fashion Plaza
06.2011 - 01.2014
- Developed reputation for prompt, efficient service with high level of accuracy
- Maintained thorough knowledge of store merchandise
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Supervised guests at front counter, answering questions regarding products.
- Trained new employees on proper protocols and customer service standards.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
Education
BS With A Concentration in Human Resources Management And Organizational Behavior - Human Resources Management
Cal State East Bay
Hayward, CA05.2025
AA in Business Administration Major - Business Administration
Alameda College
Alameda, CA05.2023
High School Diploma -
San Leandro Adult School
San Leandro, CA01.2017
Skills
- Reservations Management
- Strategic Planning
- Spanish and English Fluency
- Operations Management
- Accounts Reconciliation
- Business Development
- Safety and Security Procedures
- Team and EmployeeTraining
- Documentation and Reporting
- Strong leadership
- Professional demeanor
- Exceptional communication
- Data entry efficiency
- Computer literacy
- Interpersonal skills
- Adaptability and flexibility
- Administrative support
- Attention to detail
- Resource allocation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Agent
Courtyard By Marriott Hotel
05.2017 - 07.2017
Front Desk Supervisor
Red Lion Hotel
07.2016 - 02.2018
Sales Associate
Hip Hop Shoes
03.2012 - 10.2014
Store Manager
Fashion Plaza
06.2011 - 01.2014
BS With A Concentration in Human Resources Management And Organizational Behavior - Human Resources Management
Cal State East Bay
AA in Business Administration Major - Business Administration
Alameda College
High School Diploma -
San Leandro Adult School
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