ASHLEE VARELA
IRVINE,CA
Summary
To achieve customer satisfaction, as well as meet or surpass company objectives. I want to improve the working environment by encouraging positive communication and collaboration, providing clear expectations, and praising high-quality work. I have an extensive background in hospitality and bring positivity and professionalism to the workplace.
Overview
24
24
years of professional experience
Work History
Front Desk Supervisor
Ayres Hotels
09.2024 - Current
- Manage front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and procedures.
- Resolved guest inquiries and complaints, enhancing overall guest satisfaction.
- Implemented scheduling systems to optimize staff coverage during peak hours.
- Learned new Opera system as well as trained new team members.
- Coordinated with housekeeping and maintenance teams to ensure room readiness.
- Monitored inventory of supplies, maintaining adequate stock levels for daily operations.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answering 30-40 incoming phone calls per day.
- Input company reservations, credit card authorizations and payment processing.
Guest Service Agent
Hilton Irvine Hotel
10.2017 - 06.2023
- Received employee of the quarter and employee of the year.
- Supervisor candidate as well as trained new supervisors to the team.
- Responsible for checking guests in.
- Answered 30 incoming calls per day from guests.
- Taking guests requests for housekeeping and engineering/maintenance.
- Restocking and processing sales for gift shop to guests.
- Training new employees/team members during most of my years of employment at this property.
Front desk representative
Bay Shores Peninsula Hotel
05.2011 - 04.2012
- All start/end day paperwork, billing, cash handling, balances, unpaid fees, advanced payment paperwork and providing all amenities for all guests.
- Responsible for providing information to all new comers.
- Remain in constant communication with the front office and managers for recommendations for service improvements as a PBX operator and front desk personnel.
- Staying updated to any of the hotels functions, changes, alerts, information to all surrounding tourist sites and to provide the best stay possible for each guest and treat each person as a valued customer.
Pre-K Teacher
Around The World Pre-School And Elementary
10.2006 - 02.2007
- Responsible for teaching a new curriculum weekly.
- Have individual screenings often with the children to see how well they are doing at that point and or what needs improvement.
- Preparing all the children’s everyday academics.
- Have multiple parent conferences one on one and as a group discussions about the classes goals and changes and also to hear any suggestions to better the children’s learning experience.
Front Desk / PBX operator
Hilton Anchorage
08.2006
- Checking guests in and out.
- All start/end day paperwork, billing, cash handling, balances, unpaid fees, advanced payment paperwork and providing all amenities for the HHonors members.
- Responsible for providing information to all new comers as well as tourists as a PBX operator as well as any other needed information that a hotel guest would be concerned with and or need assistance to.
- Remain in constant communication with the front office and managers for recommendations for service improvements as a PBX operator.
- Staying updated to any of the hotels functions, changes, alerts, information to all surrounding tourist sites and to provide the best stay possible for each guest and treat each person as a valued customer.
Hostess
Macaroni Grill
04.2005 - 07.2006
- Seating guests
- Phone orders
- Restocking an organizing cadenzas
Hostess
Gregorys Restaurant in Embassy Suites
07.2005 - 06.2006
- Seating guests
- Phone orders
- Room service orders and delivery
Front Desk Agent
Embassy Suites Hotel
09.2001 - 05.2005
- Checking guests in and out.
- All start/end day paperwork, billing, cash handling, balances, unpaid fees, advanced payment paperwork and providing all amenities for the HHonors members.
- Responsible for providing information to all new comers as well as tourists as a PBX operator as well as any other needed information that a hotel guest would be concerned with and or need assistance to.
- Remain in constant communication with the front office and managers for recommendations for service improvements as a PBX operator.
- Staying updated to any of the hotels functions, changes, alerts, information to all surrounding tourist sites and to provide the best stay possible for each guest and treat each person as a valued customer.
Education
College - Business, Psychology
Cerritos College
01.2011
College - Psychology
Cypress College
01.2006
University - Psychology
University Of Anchorage
Anchorage, AK, USA01.2006
High School - undefined
Warren High School
06.2005
College - Criminal Justice
Golden West College
01.2005
Skills
- Operating switchboards
- Telephone operations
- Answering questions
- Strong telephone etiquette
- Work prioritization
- Excellent verbal communication skills
- Front desk operations
- Clear communication
- Typing skills
- Professional communication
- Flexible schedule
- Emergency response
- Proficient in [OnQ and Opera]
Timeline
Front Desk Supervisor
Ayres Hotels
09.2024 - Current
Guest Service Agent
Hilton Irvine Hotel
10.2017 - 06.2023
Front desk representative
Bay Shores Peninsula Hotel
05.2011 - 04.2012
Pre-K Teacher
Around The World Pre-School And Elementary
10.2006 - 02.2007
Front Desk / PBX operator
Hilton Anchorage
08.2006
Hostess
Gregorys Restaurant in Embassy Suites
07.2005 - 06.2006
Hostess
Macaroni Grill
04.2005 - 07.2006
Front Desk Agent
Embassy Suites Hotel
09.2001 - 05.2005
College - Psychology
Cypress College
University - Psychology
University Of Anchorage
High School - undefined
Warren High School
College - Criminal Justice
Golden West College
College - Business, Psychology
Cerritos College