Aidee Lazaro
Phoenix,AZ
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
We-Ko-Pa Resort
2022.12 - Current
- 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.
- 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.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Public Area Attendant
We-Ko-Pa Casino Resort
2021.09 - 2022.12
- Improved overall cleanliness by efficiently executing daily cleaning tasks in public areas.
- Enhanced guest satisfaction with meticulous attention to detail in maintaining clean and orderly spaces.
- Reduced customer complaints by promptly addressing and resolving housekeeping issues in public areas.
- Increased efficiency by utilizing proper cleaning techniques, tools, and equipment for various surfaces and areas.
- Contributed to a positive work environment through effective communication and teamwork with colleagues and supervisors.
- Demonstrated flexibility in accommodating last-minute changes or requests from management or guests without compromising service quality.
- Promoted a welcoming atmosphere for guests through friendly interactions and a proactive approach to addressing any observed concerns or opportunities for improvement in public areas.
General Cleaner
Master Corporation
2021.02 - 2021.07
- Enhanced workplace cleanliness by thoroughly dusting, sweeping, and mopping all areas.
- Improved facility hygiene through diligent sanitization of high-touch surfaces and restrooms.
- Maintained a safe working environment by promptly addressing spills and potential hazards.
- Boosted overall facility appearance with detailed window cleaning and spotless maintenance of floors.
- Upheld company standards for cleanliness and sanitation by consistently following prescribed protocols and procedures.
- Offered exceptional customer service through prompt resolution of client concerns or special requests regarding facility cleanliness.
Education
No Degree -
Ombudsman - Charter East High School
Phoenix, AZSkills
- Automated telephone systems
- Registration processing
- Credit and cash payments
- Guest Relations
- Customer Service
- Training and mentoring
- Problem-solving skills
- Oral and written communications
- Listening Skills
- Invoicing and Billing
- Self Motivation
- Detail Oriented
- Adaptability and Flexibility
- Organized
- Multitasking
- Computer Literacy
- Ability to Work Under Pressure
Languages
Spanish
Limited Working
Timeline
Front Desk Agent
We-Ko-Pa Resort
2022.12 - Current
Public Area Attendant
We-Ko-Pa Casino Resort
2021.09 - 2022.12
General Cleaner
Master Corporation
2021.02 - 2021.07
No Degree -
Ombudsman - Charter East High School
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