Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

ANDREA AGUIRRE

San Diego,CA

Summary

Self-motivated [Guest Services Representative] highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Reliable and enthusiastic. Experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.

Overview

17
17
years of professional experience

Work History

Guest Service Representative

Barona Valley Ranch Resort And Casino
Lakeside, CA
09.2021 - Current
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Verified reservations by phone or in person.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Provided assistance to guests throughout their stay.
  • Resolved guest complaints in a professional manner.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Maintained accurate records of all transactions within the hotel software system.
  • Answered incoming calls from guests seeking reservations or general information.
  • Responded promptly to inquiries regarding availability of rooms and rates.
  • Performed daily cashiering duties including balancing accounts at end of shift.
  • Organized special requests such as wake up calls, extra pillows, cribs.
  • Promoted loyalty programs to encourage repeat business.
  • Maintained cleanliness of lobby area and front desk counter.
  • Handled customer complaints professionally and efficiently.
  • Encouraged customers to provide feedback on their stay experiences.
  • Informed customers about upcoming events held at the hotel.
  • Assisted with luggage storage upon request.
  • Ensured compliance with hotel policies and procedures.
  • Tracked inventory levels of supplies needed for front desk operations.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Welcomed large volume of guests and improved overall customer service.
  • Greeted and assisted guests with variety of inquiries, promoting service standards.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Invited guests to join loyalty programs and special promotions to stay connected.
  • Organized and cleaned lobby and reception areas, fostering strong visual presentation.
  • Identified issues and established facts to produce practical decisions and solutions for guests.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Documented guest suggestions and complaints to facilitate process improvements with leadership.
  • Facilitated successful front desk operations for high-volume hotel.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Updated front desk's concierge book to maintain most relevant visitor information.
  • Built and maintained productive relationships with employees.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Took reservations from patrons by phone or online.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Remained aware of surroundings and secured cash to minimize loss potential.
  • Offered guests beverages and refreshments upon check-in.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Worked on LMS, Agilysys and Synchros data base per Hotel and Casino Information Systems.

Customer Service Lead Cashier

Burlington Coat Factory Department Store
San Diego, CA
08.2020 - 06.2021
  • Handled customer inquiries and complaints in a professional manner.
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Maintained accurate records of customer interactions and transactions.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Reviewed customer feedbacks to identify areas for improvement in products and services.
  • Identified opportunities to increase sales through cross-selling products or services.
  • Ensured compliance with company policies and regulations related to customer service operations.
  • Developed strategies for improving customer satisfaction levels.
  • Implemented changes based on feedbacks received from customers.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding needs and addressed concerns.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Implemented company processes to effectively resolve customer service issues.
  • Developed strong customer relationships to encourage repeat business.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Improved customer service wait times to mitigate complaints.
  • Set up and activated customer accounts.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Answered customer inquiries regarding store policies and procedures.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Balanced daily transactions on a computerized point-of-sale system.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
  • Followed company security procedures for handling large sums of money.
  • Performed other duties as assigned by management.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Answered customer questions and provided store information.
  • Collected payments and provided accurate change.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Helped customers find specific products, answered questions and offered product advice.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Processed sales transactions to prevent long customer wait times.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.

Guest Service Representative

Jamul Casino
Jamul, CA
05.2019 - 06.2020
  • Greeted customers in a friendly and professional manner.
  • Processed customer transactions accurately and efficiently.
  • Welcomed Players to Casino.
  • Signed up New Members for Club Benefits card.
  • Cash handling, cashing out voucher tickets, chips and jackpots.
  • Credit Card transactions and cash outs.
  • Opening and closing of registers, reconcile tills, balance register and safe.
  • Prepare Bank deposits.
  • Balanced daily cash register transactions at the end of each shift.
  • Provided excellent customer service by listening attentively to customer inquiries and requests.
  • Acknowledged VIP memberships through loyalty programs offered by the Casino.

Associate Teacher

Episcopal Community Services, ECS
San Diego, CA
03.2007 - 12.2017
  • Assisted in the development of lesson plans and activities to meet students' individual needs.
  • Provided instruction, support, and guidance to students in a classroom setting.
  • Monitored student progress and provided feedback on performance.
  • Collaborated with teachers, administrators, and parents to ensure successful outcomes for all students.
  • Organized learning materials and resources for use in the classroom.
  • Conducted assessments of student progress through observation, interviews, and testing.
  • Implemented behavior modification strategies when necessary to maintain positive learning environment.
  • Facilitated small group instruction as needed to help struggling learners reach their goals.
  • Utilized technology such as computers, tablets, and other devices to enhance student learning experiences.
  • Participated in professional development sessions related to teaching methods and curriculum design.
  • Facilitated communication between home and school by responding promptly to parent inquiries or concerns.
  • Served as a role model for students by exhibiting appropriate behavior at all times.
  • Developed relationships with students that encouraged them to share their ideas openly.
  • Encouraged critical thinking skills among students through engaging activities or discussions.
  • Created an atmosphere conducive to learning by establishing clear expectations for behavior.
  • Ensured safety of students during instructional activities by following established protocols.
  • Integrated subject matter from various disciplines into daily lessons when appropriate.
  • Observed and tracked behaviors to assist with assessments.
  • Assisted main teacher in conducting inside and outside activities with students.
  • Cultivated and deepened relationships with students and parents.
  • Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
  • Upheld consistent group schedule with diverse experiences, activities and instructional times.
  • Established and enforced rules for behavior and procedures to maintain order among students.
  • Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
  • Built and strengthened positive relationships with students, parents and teaching staff.
  • Encouraged student critical thinking and discussion using variety of teaching techniques.
  • Managed student behavior in classroom by establishing and enforcing rules and procedures.
  • Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities.
  • Scheduled and held parent-teacher conferences to keep parents up-to-date on children's academic performance.
  • Designed individualized curricula for academically underachieving students.
  • Created and enforced child-based, hands-on curriculum to promote student interest and receptive learning.
  • Enhanced lessons with smart board technology, iPads and computers to address common core goals.
  • Created lesson plans and chose supporting materials to promote positive learning experiences.
  • Planned and implemented lessons using various teaching strategies to meet diverse student needs.
  • Participated in workshops, trainings and conferences to improve educational skills.
  • Remained calm and patient in student interactions to support individual growth and development.
  • Met with parents and guardians to discuss students' progress and areas requiring improvement.
  • Met with parents to discuss students' progress and review areas requiring improvement.
  • Met with administrators and department team members to work on curriculum planning and assessment methods.
  • Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
  • Led students through safety procedures for active shooter and fire drills.

Education

Associate of Science - Paralegal

Maric College- San Diego
San Diego
06-2009

High School Diploma -

Castle Park Senior High School
Chula Vista, CA
06-1988

Some College (No Degree) - Child Development

Southwestern College
Chula Vista, CA

Some College (No Degree) - Early Childhood Education

Cerro Coso Community College
Ridgecrest, CA

Skills

  • Guest Relations
  • Report Preparation
  • Data Entry
  • Concierge Support

References

References available upon request.

Timeline

Guest Service Representative

Barona Valley Ranch Resort And Casino
09.2021 - Current

Customer Service Lead Cashier

Burlington Coat Factory Department Store
08.2020 - 06.2021

Guest Service Representative

Jamul Casino
05.2019 - 06.2020

Associate Teacher

Episcopal Community Services, ECS
03.2007 - 12.2017

Associate of Science - Paralegal

Maric College- San Diego

High School Diploma -

Castle Park Senior High School

Some College (No Degree) - Child Development

Southwestern College

Some College (No Degree) - Early Childhood Education

Cerro Coso Community College

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ANDREA AGUIRRE