Hi, I’m
Anabell Diaz
Lawrenceville,GA
Overview
15
years of professional experience
Work History
Hoteles Esthefano
Hotel Manager
07.2021 - 03.2024
Job overview
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Evaluated and promptly resolved lodging facility operational issues.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
Hoteles Esthefano
Housekeeper
10.2020 - 06.2021
Job overview
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Adhered to professional house cleaning checklist.
- Verified cleanliness and organization of storage areas and carts.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
- Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Sorted, laundered and put away various laundry items.
- Handled requests for extra linens, toiletries and other supplies.
- Completed special housekeeping actions such as turning mattresses on set schedule.
- Polished fixtures to achieve professional shine and appearance.
- Hang, cleaned and rehung draperies to maintain freshness.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
TGI Fridays Restaurant
Server
08.2018 - 07.2020
Job overview
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Contributed to inventory management by monitoring stock levels and notifying management when supplies were low.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Checked guests' identification before serving alcoholic beverages.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Independant
Childcare Teacher
01.2016 - 12.2018
Job overview
Independant
Childcare Provider
02.2013 - 12.2015
Job overview
Megatragamonedas
Casino Host
08.2009 - 02.2012
Job overview
- Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Showcased expert knowledge of casino offerings, guiding guests towards games and experiences that aligned with their preferences.
- Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Organized and coordinated show reservations, guest rooms and meals to provide guests with optimum convenience and comfort.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Developed strong working relationships with other departments within the casino, fostering a seamless guest experience across all touchpoints.
- Kept games fair by proactively identifying and removing suspected cheaters.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Coordinated staff schedules, rotations and breaks.
- Issued complimentary rooms, meals and discounts to keep players at property and satisfied for maximum betting.
Skills
- Guest complaint resolution
- Guest services management
- Guest Relations Management
- Cash Handling
- Interpersonal communications
- Staff Scheduling
- Staff Training
- Quality Assurance
- Hospitality
- Office and staff streamlining
- Outstanding communication skills
- Staff Supervision
- Reservations Management
- Food and Beverage Operations
- Telephone Etiquette
- Marketing
- Strategic planning and analysis
- Talented leader
- Employee Development
- Community Relations
- Account Administration
Timeline
Hotel Manager
Hoteles Esthefano
07.2021 - 03.2024
Housekeeper
Hoteles Esthefano
10.2020 - 06.2021
Server
TGI Fridays Restaurant
08.2018 - 07.2020
Childcare Teacher
Independant
01.2016 - 12.2018
Childcare Provider
Independant
02.2013 - 12.2015
Casino Host
Megatragamonedas
08.2009 - 02.2012