Work History
Education
Skills
Timeline
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Aide Lora

Work History

Central Reservation Agent

Palace Station Hotel & Casino
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
  • Processed cancellations or modifications professionally, minimizing financial impact on the hotel while retaining guest goodwill whenever possible.
  • Maintained a comprehensive knowledge of hotel policies and procedures, ensuring accurate information was conveyed to guests during the reservation process.

Call Center Representative

MGM Resorts


  • Responded to customer calls and emails to answer questions about products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Customer Loyalty Team

Zappos
  • Consistently met or exceeded performance metrics, earning recognition for outstanding achievements in customer service.
  • Demonstrated flexibility in adapting to changing circumstances as part of an evolving work environment while maintaining focus on achieving results.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Room Service Coordinator/Guest Experience Ambassador

Mandarin Hotel Group
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery..
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Assisted in training new hires, providing guidance on Forbes standards and best practices.
  • Coordinated special food or beverage request , working closely with clients to deliver memorable experiences tailored to their needs.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Coordinated with kitchen staff to ensure timely delivery of orders.
  • Developed rapport with repeat guests, fostering loyalty through personalized service and recognition of preferences.

Room Service Order Taker

Four Seasons Hotels Silicon Valley Palo Alto
  • Enhanced guest satisfaction by promptly and accurately taking room service orders over the phone.
  • Maintained updated knowledge of menu offerings, including daily specials and seasonal items, ensuring accurate information was provided to guests at all times.
  • Answered detailed questions about menu items, contents and preparation methods to help guests make informed decisions.
  • Demonstrated strong problem-solving skills to address any guest concerns or issues that arose during the room service process.
  • Utilized strong multitasking abilities to efficiently manage multiple incoming calls while simultaneously inputting order details into the system accurately.

PBX Hotel Operator/Room Service Order Taker

Hyatt Regency Santa Clara
  • Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Utilized expert knowledge of dietary restrictions to assist patrons in making informed menu selections tailored to individual preferences or limitations.

PBX Hotel Operator

Hyatt Regency Scottsdale Resort&Spa At Gainey Ranc
  • Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
  • Followed up on guest inquiries to confirm issues were adequately addressed.
  • Managed high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
  • Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.

Guest Service Representative

Manchester Grand Hyatt San Diego
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Played an integral role in maintaining a positive work environment within the PBX department, promoting teamwork and collaboration.
  • Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
  • Warmly greeted callers and offered assistance in transferring to appropriate department or employee.

Education

Massage Therapy -

Northwestern College
North Las Vegas

Esthetician - License

Aveda Institute Las Vegas
Las Vegas, NV

Associate of Arts - Culinary Arts

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

Skills

  • Bilingual
  • Infogenesys
  • Forbes
  • MS Office
  • Social Perceptiveness
  • Microsoft Office

Timeline

Central Reservation Agent

Palace Station Hotel & Casino

Call Center Representative

MGM Resorts

Customer Loyalty Team

Zappos

Room Service Coordinator/Guest Experience Ambassador

Mandarin Hotel Group

Room Service Order Taker

Four Seasons Hotels Silicon Valley Palo Alto

PBX Hotel Operator/Room Service Order Taker

Hyatt Regency Santa Clara

PBX Hotel Operator

Hyatt Regency Scottsdale Resort&Spa At Gainey Ranc

Guest Service Representative

Manchester Grand Hyatt San Diego

Massage Therapy -

Northwestern College

Esthetician - License

Aveda Institute Las Vegas

Associate of Arts - Culinary Arts

Maricopa Community Colleges - Mesa Community College

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