Ashley Garcia
Peoria,AZ
Summary
Dynamic Hotel Specialist with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Group Rooms Coordinator/Sales Administrator
Hilton North Scottsdale at Cavasson
02.2023 - 12.2023
- Improved group booking efficiency by streamlining communication between sales, reservations, and event management teams.
- Enhanced guest satisfaction by effectively managing all aspects of group reservations.
- Coordinated room assignments for large groups, ensuring a seamless check-in experience for guests.
- Collaborated with sales team to secure repeat business from clients through exceptional customer service and attention to detail.
- Managed high-priority accounts, providing personalized service and addressing any issues promptly.
- Developed strong relationships with clients by maintaining regular contact throughout the planning process.
- Maintained accurate records of group bookings, facilitating effective communication among hotel departments and ensuring smooth operations during events.
- Provided support to event planners, collaborating with various hotel departments to ensure successful execution of all aspects of group stays.
- Analyzed historical data to identify trends in group bookings, allowing for more informed decision-making regarding future promotions and strategies.
- Handled billing inquiries and resolved disputes efficiently, resulting in increased client satisfaction and loyalty.
- Negotiated competitive rates with clients while maintaining profitability for the hotel, balancing both parties'' needs effectively.
- Implemented new systems and processes to streamline tasks related to managing group reservations, improving overall productivity within the department.
- Conducted site tours for potential clients showcasing hotel facilities and amenities tailored specifically towards their needs; this resulted in securing new business opportunities.
- Worked closely with other departments such as catering or audiovisual teams when necessary to ensure seamless execution of group events.
- Managed rooming lists and processed any changes or cancellations, keeping all relevant parties informed and minimizing potential issues.
- Provided exceptional customer service throughout the entire reservation process, from initial inquiry to post-stay followup.
- Communicated both verbally and in writing to provide clear direction to staff.
- Blocked tentative and definite groups in reservations system.
- Calculated and prepared rooms reports to determine sources of business revenue using various computer systems.
- Assisted in development and revisions of forecasts for rooms department, both monthly and annually.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Boosted sales revenue by efficiently processing orders and coordinating with the sales team on customer requirements.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
- Streamlined administrative processes for increased efficiency, implementing an organized filing system for easy access to documents.
- Analyzed sales data to identify trends and areas of improvement, providing insightful reports to the sales team for strategic planning.
- Maintained accurate records of client interactions in CRM software for better tracking of communications history and future actions needed.
- Negotiated contracts with vendors to secure the best possible terms and conditions for the company in purchasing marketing material.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built relationships with customers and community to promote long term business growth.
- Managed a portfolio of complex contracts, ensuring compliance with company policies and legal requirements.
- Conducted thorough due diligence on potential suppliers, mitigating risks associated with entering into new agreements.
Reservations Manager
Boulders Resort & Spa Scottsdale, Curio Collection by Hilton
09.2021 - 02.2023
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Led cross-functional projects aimed at streamlining communication between departments involved in the guest booking journey.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Consulted with central reservations to discuss new rate plans and promotions.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Generated and reported performance metrics to management to inform decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Front Office Supervisor
Hilton Scottsdale Resort and Villas
02.2020 - 09.2021
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Achieved high-quality service by maintaining open communication channels among team members.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Ensured compliance with all relevant local regulations regarding hotel operations and safety protocols.
- Evaluated existing operational procedures for potential improvements leading to increased efficiency within the front office department.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Prepared agendas and took notes at meetings to archive proceedings.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Delivered performance reviews, recommending additional training or advancements.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved office operations by automating client correspondence, record tracking and data communications.
Front Desk Clerk
Hampton Inn by Hilton Phoenix Biltmore
01.2020 - 02.2021
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Streamlined reservations process for improved accuracy and guest experience.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Conducted regular security checks throughout the property, contributing to a safe environment for both guests and staff.
- Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
- Monitored occupancy rates closely to maximize revenue potential while adhering to hotel policies regarding overbooking.
- Promoted company loyalty programs effectively at the front desk area leading to an increase in membership enrollments and repeat business.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Resolved service-related problems and documented actions in system.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Coordinated with vendors for repair and maintenance of hotel.
- Prepared reports on guest satisfaction levels and other metrics.
Front Desk Attendant
Hampton Inn Phoenix-Airport North
09.2017 - 01.2020
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Maintained a professional and welcoming environment at the front desk, contributing to positive guest feedback.
- Assisted with guest reservations, ensuring accuracy and timely communication of booking details.
- Managed phone lines effectively, directing calls to appropriate departments while maintaining excellent customer service standards.
- Handled guest complaints with professionalism and empathy, resolving issues in a timely manner to maintain customer satisfaction.
- Collaborated with housekeeping staff to ensure rooms were clean, well-stocked, and ready for guests upon arrival.
- Processed payments accurately and securely for both room charges and incidental expenses during guest stays.
- Supported event planning services by coordinating venue bookings, catering arrangements, and equipment rentals as needed.
- Contributed to team efficiency by assisting other departments when required, demonstrating flexibility in role responsibilities.
- Organized and maintained thorough record-keeping systems for guest information and billing details to ensure accurate documentation.
- Facilitated smooth group check-ins by preparing necessary documentation in advance and allocating resources accordingly.
- Developed rapport with repeat clientele through personalized service efforts that fostered loyalty towards the establishment.
- Provided knowledgeable recommendations on local attractions, restaurants, transportation options, promoting positive interactions between guests and the hotel brand.
- Ensured compliance with hotel policies by verifying identification documents of guests upon check-in as per standard operating procedures.
- Actively participated in staff meetings, providing valuable input on improving front desk operations based on personal experience and guest feedback.
- Maintained a clean and organized workspace, contributing to the overall professionalism of the front desk area.
- Participated in continuing education opportunities for professional development within the hospitality industry, staying up-to-date with best practices and emerging trends.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed customer transactions, prepared daily deposits, updated files, processed registrations and maintained public records.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Used internal software to process reservations, check-ins and check-outs.
Customer Service Representative
Allpha Connect
09.2016 - 09.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
Housekeeper/Laundry Attendant/Breakfast Attendant
Choice Hotels International
11.2013 - 12.2014
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Streamlined laundry processes, resulting in faster turnaround times for guest linens and towels.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Washed and put away kitchen dishes, utensils and glassware.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
- Sorted, laundered and put away various laundry items.
- Improved laundry efficiency by implementing a streamlined sorting system for various fabric types.
- Maintained a clean and organized work environment, ensuring optimal productivity and minimal downtime.
- Assisted in reducing energy consumption by implementing eco-friendly washing and drying techniques.
- Managed inventory levels for laundry supplies such as detergents, softeners, and stain removers to prevent shortages or delays in service.
- Monitored food inventory levels, minimizing waste and ensuring freshness of ingredients.
- Managed food preparation tasks effectively, meeting the demands of peak service hours with ease.
- Provided exceptional customer service, addressing guest inquiries and resolving issues in a timely manner.
- Set up buffet stations daily, displaying an appealing presentation of food items for guests to enjoy.
- Restocked serving dishes, utensils, and condiments as needed to ensure optimal availability for guests throughout breakfast service hours.
- Operated kitchen equipment safely and efficiently, resulting in consistent quality of prepared foods.
- Contributed to a positive atmosphere by engaging in friendly interactions with both guests and coworkers alike.
- Adhered to hotel brand standards when preparing meals and maintaining the appearance of the dining area.
- Handled high-pressure situations calmly while multitasking effectively during peak service times.
- Managed time efficiently to complete all assigned tasks before the start of breakfast service each day.
- Assisted management with training new hires on proper food handling techniques and best practices for providing excellent guest experiences.
- Displayed strong attention to detail when setting up buffet stations or cleaning the dining area after service.
- Proactively sought feedback from guests regarding their experience, using it constructively to improve future service.
- Disposed of trash, wiped kitchen areas and mopped floors to meet health department sanitation inspection guidelines.
- Prepared selection of coffees, fresh juices and other beverages for guest enjoyment.
- Replenished hot and cold food table and stocked beverage dispensers, plates and utensils and ice supply.
- Arranged assortment of pastries, oatmeal and cereals to satisfy diverse appetites and optimize guest experience.
- Ordered food supplies at end of shift for next day delivery by suppliers.
Caregiver
Blue Thumb Services
03.2010 - 02.2011
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Efficiently organized schedules for multiple clients simultaneously while maintaining high-quality care standards.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with self-administered medications.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
- Liaised with key accounts to deliver targeted administrative household support.
Education
GED -
College America - Phoenix
Phoenix, AZSkills
- Food Safety
- Customer Support
- Sales
- Front Office Operations
- Hospitality Management
- Reservation Management
- Property Management Systems
- Staff Training and Development
- Creative problem-solving
- Staff Scheduling
- Guest Services
- Phone and Email Etiquette
- Relationship building
- Strong Work Ethic
- Hospitality industry knowledge
Affiliations
- Compassionate Involved member in my community.
Certification
CPR CERTIFIED
References
References available upon request.
Timeline
Group Rooms Coordinator/Sales Administrator
Hilton North Scottsdale at Cavasson
02.2023 - 12.2023
Reservations Manager
Boulders Resort & Spa Scottsdale, Curio Collection by Hilton
09.2021 - 02.2023
Front Office Supervisor
Hilton Scottsdale Resort and Villas
02.2020 - 09.2021
Front Desk Clerk
Hampton Inn by Hilton Phoenix Biltmore
01.2020 - 02.2021
Front Desk Attendant
Hampton Inn Phoenix-Airport North
09.2017 - 01.2020
Customer Service Representative
Allpha Connect
09.2016 - 09.2017
Housekeeper/Laundry Attendant/Breakfast Attendant
Choice Hotels International
11.2013 - 12.2014
Caregiver
Blue Thumb Services
03.2010 - 02.2011
GED -
College America - Phoenix
CPR CERTIFIED
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