Ailynn Zuniga
Sterling,VA
Summary
Reliable, efficient, and well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions, concerns, and unforeseen issues from guests to facilitate positive guest experience and repeat business. Assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
4
4
years of professional experience
Work History
Front Office Supervisor
Island Hospitality
07.2024 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
Front Desk Agent
Hyatt Regency Dulles
11.2022 - 07.2024
- Greet customers immediately with a friendly and sincere welcome
- Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
- Promote HEI Hotels and
- Resorts and brand marketing programs
- Make appropriate selection of rooms based on guest needs
- Code electronic keys
- Non-verbally confirm the room number and rate
- Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
- Verify and imprint credit cards for authorization using electronic acceptance methods
- Handle cash, make change and balance an assigned house bank
- Accept and record vouchers, traveler's checks, and other forms of payment
- Convert foreign currency at current posted rates
- Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using positive and clear communication
- Input messages into the computer
- Retrieve messages and communicate the content to the guest
- Retrieve mail, small packages and facsimiles for customers as requested
- Close guest accounts at time of check out and ascertain satisfaction
- In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc
- Remain calm and alert especially during emergency situations and heavy hotel activity
- Plan and implement detailed steps by using experienced judgment and discretion
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job related duties as assigned.
Summer Camp Counselor
Life Time Fitness
04.2022 - 09.2022
- Engages children in interactive activities including organized arts and crafts, singing, sports activities, games and field trips while maintaining a safe environment
- Leads a group of up to 10 campers ages 3-12 with a fun, positive and outgoing attitude while acting as a role model
- Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers
- Maintains cleanliness and order of camp in order to ensure safety
- Promotes monthly events and activities in order to increase participation and revenue
- Ensures use of supplies, snacks and drinks follow the amount prearranged by the department budget
Flight Crew Member
Sky Zone
05.2021 - 05.2022
- Conduct sales and recommendation of products based on guest needs
- Every employee is responsible to sell and cross sell all products
- Maintain a friendly, outgoing personality with our guests and team members
- Provide guests with a safe and enjoyable experience
- Coordination of birthday parties and events
- Help maintain a clean environment; some janitorial duties will apply
- Is able to stand for long periods of time and lift minimum of 20 pounds.
Sales Associate
Marshalls
06.2020 - 10.2020
- Duties and Responsibilities
- Role models established customer experience practices with internal and external customers
- Accurately rings customer purchases/returns and counts change back to customer according to established operating procedures
- Promotes credit and loyalty programs during customer interactions
- Accurately processes and prepares merchandise for the sales floor following company procedures and standards
- Initiates and participates in store recovery as needed throughout the day
- Maintains all organizational, cleanliness, and recovery standards for the sales floor and participates in the maintenance/cleanliness of the entire store
- Provides and accepts ongoing recognition and constructive feedback
- Performs other duties as assigned
- Possesses excellent customer service skills
- Able to work a flexible schedule to support business needs
- Possesses strong organizational skills with attention to detail
- Capable of handling multiple tasks at one time
- Possesses strong communication skills
- Capable of lifting heavy objects with or without reasonable accommodation
- Works effectively with peers and supervisors to accomplish tasks
Education
Some College - Interior Design
Northern Virginia Community College
Sterling12.2026
High School Diploma -
Dominion High School
Sterling, VA06.2022
Skills
- Guest Services
- Office Supplies and Inventory
- System Administration
- Guest Satisfaction
- Credit and Cash Payments
- Hospitality Service
- Problem-Solving Skills
- Listening Skills
Languages
Spanish
Native or Bilingual
Timeline
Front Office Supervisor
Island Hospitality
07.2024 - Current
Front Desk Agent
Hyatt Regency Dulles
11.2022 - 07.2024
Summer Camp Counselor
Life Time Fitness
04.2022 - 09.2022
Flight Crew Member
Sky Zone
05.2021 - 05.2022
Sales Associate
Marshalls
06.2020 - 10.2020
Some College - Interior Design
Northern Virginia Community College
High School Diploma -
Dominion High School
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