Andres Morales
Vail,CO
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
5
5
years of professional experience
Work History
Room Operations Supervisor
Grand Hyatt Vail
08.2021 - Current
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
- Reviewed housekeeping supply charts and inventories.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Front Desk Agent
Grand Hyatt Vail
11.2020 - 08.2021
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Front Desk Associate
The Charter
11.2018 - 04.2020
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered and updated sensitive customer information during check-ins and room changes.
- Maintained transaction security by verifying payment cards against identification.
- Answered guest questions and referred to local points of interest.
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Education
High School Diploma -
Eagle Valley High School
Gypsum, CO05.2018
Skills
- Room Allocation
- Operational Systems Monitoring
- Room Inspections
- Creative Solutions
- Employee Supervising
- Rooms Division
- Customer Inquiries
- Serve Guests
- Corrective Actions
- Dynamic Communication Skills
- Inventory Control Processes
- Front Desk Management
- Customer Satisfaction
- Night Auditing
- Housekeeping
- Guest Services
- Train Staff
Languages
Spanish
Native or Bilingual
Timeline
Room Operations Supervisor
Grand Hyatt Vail
08.2021 - Current
Front Desk Agent
Grand Hyatt Vail
11.2020 - 08.2021
Front Desk Associate
The Charter
11.2018 - 04.2020
High School Diploma -
Eagle Valley High School
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