Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Aleata LeRoy

Surprise,AZ

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Devoted to giving every customer a positive and memorable experience.

Overview

14
14
years of professional experience

Work History

Reservation Agent

World Travel Holdings
10.2024 - Current
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Worked closely with front desk to achieve full occupancy of property.
  • Generated and reported performance metrics to management to inform decision-making.

At Home Reservation Agent

Aramark
03.2023 - Current
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved customer issues.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Kept accurate knowledge of types of rooms available at various resort locations.
  • Answered inbound calls and responded to customer inquiries regarding reservations.
  • Processed customer payments for reservations over the phone.
  • Provided customers with information on hotel services, amenities, and packages.
  • Maintained a thorough understanding of hotel policies and procedures.
  • Ensured all reservations were properly documented in the system.
  • Advised guests on local attractions and activities available nearby.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Front Desk Supervisor

The Hilton Hotels & Resorts
06.2022 - 03.2023
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Welcomed large volume of guests and improved overall customer service.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Posted room charges for food, liquor and telephone calls based on individual customer actions.
  • Greeted and welcomed guests in a friendly, professional manner.
  • Provided support to guests with check-in and check-out procedures.
  • Assisted guests with inquiries and requests.
  • Resolved customer complaints promptly and efficiently.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.

Assistant General Manager

Best Western InnSuites Phoenix Hotel
09.2019 - 06.2022
  • Oversaw all aspects of daily operations like to greet, register, and assign rooms to guests of the hotels
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
  • Efficiently answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
  • Collaborate with housekeeping or maintenance staff when guests report problems
  • Prepared weekly employee schedules
  • Assisted with new hire training sessions
  • Frequently interacted with guests and sought feedback
  • Reviewed guest feedback online and on hotel website
  • Supervised hotel staff and worked to resolve staff issues
  • Sought to resolve conflicts in a professional courteous manner
  • Maintained inventories of hotel supplies and prepared purchase orders
  • Processed invoices and assisted with guest payment issues
  • Scheduled bookings and checked guests in and out during busy periods
  • Answered phones and responded to email inquiries.

Front Desk Receptionist/ Night Audit

BEST WESTERN INNSUITES
08.2011 - 09.2019
  • Established records of room availability and guests' accounts, manually or by using computers
  • Delivered excellent customer service and record positive guest comments and referring customers to managers as necessary
  • Reviewed accounts and charges with guests during the checkout process
  • Suggested housekeeping staff when rooms have been vacated and are ready for cleaning
  • Managed and deposit guests' valuables in hotel safe-deposit boxes
  • Facilitated customers with best possible arrangements of tours, taxis, or restaurant reservations
  • Ensure bucket checks are done at least once per shift and all problems remedied before shift end
  • Ensure all registration cards have signatures, credit card swipes/ imprints, and are completed as necessary
  • Run the night audit process through the PMS system
  • Posts room charges and room taxes to guest pre paid reservations
  • Acted as Manager on Duty during the night hours and resolved guests' issues, and emergencies.

Education

High school diploma or GED - Science in Echosonography

West Coast Ultrasound Institute
Phoenix, AZ
01.2013

Skills

  • Cash handling
  • Customer service skills
  • Microsoft word
  • Guest Service
  • Training
  • Sales
  • Assistant Manager Experience
  • Profit & Loss
  • Detail Oriented
  • Problem-Solving
  • Computer Reservation Software
  • Active Listening
  • Critical Thinking

Timeline

Reservation Agent

World Travel Holdings
10.2024 - Current

At Home Reservation Agent

Aramark
03.2023 - Current

Front Desk Supervisor

The Hilton Hotels & Resorts
06.2022 - 03.2023

Assistant General Manager

Best Western InnSuites Phoenix Hotel
09.2019 - 06.2022

Front Desk Receptionist/ Night Audit

BEST WESTERN INNSUITES
08.2011 - 09.2019

High school diploma or GED - Science in Echosonography

West Coast Ultrasound Institute

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