ANGELA FELISTIN
Homestead,FL
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented professional with excellent communication, interpersonal, and creative thinking skills. With the Ability to analyze data, develop strategies, and provide solutions to complex problems. Aiming to leverage my abilities to successfully fill the vacancy at your company.
#readytowork
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Islander Resort
Islamorada, Fl
07.2023 - Current
- Assisted guests with check-ins and check-outs, reservations, room changes
- Ensured that all safety regulations were followed at all times
- Updated computer systems with relevant information regarding guests' stays
- Monitored staff performance and provided feedback when necessary
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Analyzed data from surveys to identify areas of improvement in the hotel's services.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Conducted regular audits of the front desk area to ensure accuracy of information stored in the system
- Demonstrated ability to troubleshoot problems quickly and efficiently
- Maintained an organized filing system for guest records and paperwork
- Resolved customer complaints promptly and efficiently
- Coordinated with other departments to ensure smooth operations of the front desk area
- Tracked inventory of supplies needed for the front desk area
- Performed daily administrative tasks such as data entry, answering phones, and responding to emails in a timely manner
- Provided quality customer service to guests by greeting them warmly and addressing their needs promptly.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Handled payment processing and provided customers with receipts and proper bills and change.
Acting Executive Housekeeper
Islander Resort
Islamorada, Fl
07.2023 - Current
- Successfully managed and supervised housekeeping staff, ensuring efficient operations of the department
- Monitored room attendants' productivity to ensure all assigned tasks were completed according to established standards
- Ensured compliance with health and safety laws, regulations, and guidelines
- Planned work schedules for employees based on occupancy levels
- Inspected hotel premises to ensure adherence to standards of cleanliness and maintenance
- Organized special projects such as deep cleaning tasks
- Managed supply inventories in order to maintain adequate stock levels at all times
- Check and ensure that all guestrooms, public areas, back of the house areas are clean and well maintained
- Provide front office list of ready rooms for arriving guests
- Prepare housekeeping status reports.
Front Office Supervisor
Cheeca Lodge & Spa
Islamorada, FL
07.2023 - Current
- Correctly closed out guest accounts and processed all payment transactions according to policy
- Audited daily guest ledger of hotel to verify and balance entries
- Prepared summary of cash, check, and credit card activities to reflect hotel's financial performance
- Utilized front desk software systems to check guests in and out, assign rooms, process payments, and respond to special requests or concerns quickly
- Ensured all paperwork was completed correctly before closing out shift
- Efficiently handled any emergency situations that may arise during the night shift
- Performed daily audits of hotel activities such as room occupancy, revenue postings, housekeeping status reports
- Investigated and resolved customer complaints and inquiries in a timely manner
- Posted room charges and room taxes to guest accounts for payment
- Processed cashiering transactions accurately and efficiently while balancing accounts at the end of each shift
- Verified accuracy of room rates charged against reservation records prior to billing customers.
Night Audit Manager
Fisher Inn & Hadley House
Islamorada, FL
05.2023 - Current
- Performed nightly audit functions in a timely manner to ensure accuracy in reports.
- Resolved customer complaints in a professional manner.
- Reconciled shift balances and prepared financial summaries for management review.
- Handled emergency situations involving guests or employees efficiently and calmly.
- Reviewed reservation logs to ensure that rooms were assigned correctly based on availability.
- Identified discrepancies between actual transactions and paperwork completed by front desk staff.
- Prepared end-of-day summary reports for management review.
- Maintained an organized filing system for easy retrieval of documents related to night audit functions.
- Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
- Collected and analyzed financial data to identify improvements for controls and compliance.
- Analyzed account books for accuracy and efficiency.
- Generated detailed reports of daily transactions for accounting purposes.
- Assisted guests with check-in and check-out processes as needed.
Front Desk Agent
Tranquility Bay Beachfront Hotel & Resort
Marathon, FL
10.2013 - 01.2023
- Checked in guests in high volume, fast-paced environment ensuring requests were met and accurate billing
- Recognized for ability to handle and resolve confrontational guest situations in a timely, friendly, and efficient manner
- Ensured a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events, and local and community events and attractions
- Assisted fellow team members and other departments wherever necessary to maintain positive working relationships
- Answered multiple phone lines and transferred to appropriate department
- Ensured all credit cards and cash funds are balanced throughout the shift
- Completed shift Checklist
- Made reservations for guests over the phone and also for third-party websites.
Housekeeping/Laundry Attendant
Tranquility Bay Beachfront Hotel & Resort
Marathon, FL
06.2013 - 10.2013
- Replenished room supplies for the refrigerator, bathroom, and work desk
- Provided linens, blankets, towels, and pillows upon request by guests
- Oversaw inventory of cleaning supplies and solvents
- Replenished stock of items in hotel rooms
- Accommodated requests by guests for extra towels, ice bucket, pillows, and blankets
- Maintained work area and equipment in clean, working condition
- Transported linen carts to all assigned hospital campus areas
- Assisted with the training of new associates as directed by Lead associates
- Washed, dried, or folded laundered linens and apparel
- Operated all laundry equipment according to operating instructions and departmental policies
- Collected and sorted soiled linens and apparel
- Stocked and distributed clean linens and apparel, adhering to infection control guidelines
- Performed daily inventory to ensure clean linens and apparel are accurately stocked and distributed
- Made sure all cleaning supplies are stored away properly
- Answered customer questions, addressed complaints, or fulfilled specific requests in a timely and polite manner
- Made beds, changed linen and stocked bathrooms, vacuumed, emptied trashes, etc.
Education
Licensed Vocational Nurse -
Homestead Job Corps
Homestead, FL06.2011
High School Diploma - Early Childhood Education
South Dade Senior High School
06.2006
Skills
- Guest Relations
- Excellent oral and written communication
- Decision-Making Competence
- Revenue Management Knowledge
- Employee supervising
- Transaction Processing
- Conflict Management
- Office Administration
- Multi-Line Phone Systems
- Records Management
- Office Organization
- Invoicing and Billing
- Team Collaboration
- Phone and Email Etiquette
- Relationship Building
Certification
- Bilingual
- Customer Care (10+ years)
- Customer Service (10+ years)
- Multi-line Phone Systems (5 years)
- Office Management (10+ years)
- Guest Services (10+ years)
- Hotel Experience (10+ years)
- Hospitality Experience (10+ years)
- Front Desk (10+ years)
Languages
English
Native/ Bilingual
French
Professional
Spanish
Limited
Timeline
Front Desk Supervisor
Islander Resort
07.2023 - Current
Acting Executive Housekeeper
Islander Resort
07.2023 - Current
Front Office Supervisor
Cheeca Lodge & Spa
07.2023 - Current
Night Audit Manager
Fisher Inn & Hadley House
05.2023 - Current
Front Desk Agent
Tranquility Bay Beachfront Hotel & Resort
10.2013 - 01.2023
Housekeeping/Laundry Attendant
Tranquility Bay Beachfront Hotel & Resort
06.2013 - 10.2013
Licensed Vocational Nurse -
Homestead Job Corps
High School Diploma - Early Childhood Education
South Dade Senior High School
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