Analicia Pena
Hayward,CA
Overview
7
7
years of professional experience
Work History
Front Desk Agent/Front Desk Night Auditor
Hyatt Place
San Francisco, CA
07.2024 - Current
- Process payments accurately and efficiently.
- Address customer needs in a timely manner.
- Assist with check-in and check-out procedures for guests.
- Collaborate with colleagues to ensure smooth operations of front desk area.
- Resolve customer complaints promptly and courteously.
- Provide excellent customer service while upholding company policies.
- Monitor security cameras in lobby area as needed.
- Maintain cleanliness of lobby area at all times.
- Answer phones, respond to inquiries, and take messages.
- Perform light bookkeeping activities to balance accounts and conduct nightly audits.
Front Desk Agent
1 Hotels (formerly Hotel Vitale)
San Francisco, CA
07.2019 - 07.2024
- Assisted with check-in and check-out procedures for guests.
- Addressed customer needs in a timely manner.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted, registered, and assigned rooms to guests.
- Received messages using telephones or telephone switchboards.
- Arranged tours, taxis or restaurant reservations for customers.
- Input and confirmed reservations for guests.
Front Desk Agent/Front Desk Night Auditor
Holiday Inn Express Hotel
San Francisco, CA
03.2018 - 07.2019
- Assisted with check-in and check-out procedures for guests.
- Managed cash drawer responsibly throughout shift.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Assisted with luggage handling for incoming guests.
- Resolved customer complaints promptly and courteously.
- Answered phones, responded to inquiries, and took messages.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
Education
Associate of Arts - Hospitality Administration And Management
Chabot College
Hayward, CA05-2018
Skills
- Customer service
- Time management
- Conflict resolution
- Effective planning
- Payment oversight
- Transaction processing
- Administrative skills
- Data confidentiality
Timeline
Front Desk Agent/Front Desk Night Auditor
Hyatt Place
07.2024 - Current
Front Desk Agent
1 Hotels (formerly Hotel Vitale)
07.2019 - 07.2024
Front Desk Agent/Front Desk Night Auditor
Holiday Inn Express Hotel
03.2018 - 07.2019
Associate of Arts - Hospitality Administration And Management
Chabot College