Adrianna Villanueva
Aurora,CO
Summary
Proactive and results-oriented professional with a proven track record at Tower Road Lodging, adept in account balancing and enhancing customer satisfaction. Excelled in managing high-stress situations and financial transactions, significantly improving guest loyalty. Skilled in teamwork and revenue monitoring, consistently met and exceeded operational goals.
Experienced with managing night audit duties, including financial reconciliation and report generation. Utilizes customer service skills to address guest inquiries and resolve issues efficiently. Knowledge of front desk operations and hotel management software, ensuring smooth and accurate night-time operations.
Overview
7
7
years of professional experience
Work History
Front Desk Night Auditor
Tower Road Lodging
05.2022 - Current
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
Customer Service Representative
Panda Express
04.2018 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
High Tech Early College
Denver, CO05-2019
Skills
- Time management
- Customer assistance
- Credit and cash payments
- Welcoming guests
- Teamwork attitude
- Greeting guests
- Revenue monitoring
- Payment collection
- Patience and tolerance
- Resolving issues
- Posting charges
- Reservation handling
- Oral and written communications
- Daily transactions review
- Generating reports
- Account balancing
- Stress management techniques
- Balancing accounts
Timeline
Front Desk Night Auditor
Tower Road Lodging
05.2022 - Current
Customer Service Representative
Panda Express
04.2018 - 05.2022
High School Diploma -
High Tech Early College
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