B I A N C A P E T E R S
API Global Solutions
Lynnwood,WA
1
Language
10
years of professional experience
Dedicated professional with 10+ years of experience delivering exceptional customer service and operational support across global hospitality brands. Skilled in team training, client relations, and process optimization, with proven success in exceeding performance goals and enhancing guest satisfaction. Proficient in property management and communication systems, reservation platforms, and operational reporting. Recognized for leadership, collaboration, and commitment to creating positive customer experiences. Area of expertise includes: Guest Survey Recognition, Elite Member Expertise, Zingle, Hotel Messaging System, Drive positive WOH Surveys, Team Training, OPERA, Property Management, Leverage Operational Reports, F&B Expertise, External Collaborations, HotSOS, Optimization System, Rooms Division Expertise, Reserve, Booking Software, ACES and Genesys.
Work History
Airline Support Services
10 Months- I work in conjunction with Horizon Airlines to ensure their crew members, maintenance technicians and trainees have appropriate accommodations.
- I answer direct questions from Horizon Crew Scheduling and from our Hotel/GT suppliers.
- I process over 100 trips a day and am able to multi task while doing so.
Rooms Controller
2 Years 11 Months- Demonstrated responsibility by maintaining inventory and maximizing selling opportunities for the Front Desk agents.
- Trained multiple Room Directors from different properties how to properly manage inventory and rooms on an operations level.
- Achieved Grand Excellence award for June 2023 and was recognized by HR and GM.
- Collaborated with The Seabird Resort to train a new Rooms Controller. She was able to gain the knowledge and confidence to ensure she does her best in her new position.
- Implemented effective operational strategies to seamlessly manage and optimize hotel property operations during sold out nights with 1,600+ rooms.
- Led and coached a team of 40+ hosts and supervisor, ensuring the accurate and efficient execution of front desk responsibilities.
Operations Host
1 Year- Model world-class and caring guest service across 1,000+ guests per week, for one of the world’s top leading hospitality brands.
- Advance the Elite Member Service experience, by leveraging arrival and departure reports alongside GEM notes (a room blocking system) to get ahead on special requests, accommodations, and increase Elite Member recognition upon arrival.
- Achieve consistent name recognitions, via WOH surveys, resulting in 15+ guest recognizing above and beyond service.
- Exceed above average scores in customer service goals, by striving as an integral leader for training across 7-Operations Host.
- Decrease guest billing errors while improving the overall guest experience by excelling at routing 3rd party reservations, identifying balances via a credit limit report, and building a Daily Informational Sheet to aid managers in day-of operations.
- Leverage 7+ hotel management software’s and tools to drive consistent, accurate, and operational rooms division excellence.
Coffee Attendant | Room Service Server | Cashier
5 Years 1 Month- Achieved guest service as a triple-coded employee assisting as a coffee attendant, room service server, and room service cashier.
- Trained 3+ employees in achieving operational excellence across all systems and procedures while prioritizing exceptional service.
- Single-handedly managed a coffee cart for a 600-room hotel serving 50+ customers daily with high-quality service and food.
- Mobilized on average 30+ orders per shift, handling each order with high expectations and standards in quality and delivery.
Education
High School Diploma
Skills
Friendly
positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Flexible and adaptable
Multitasking
Excellent communication
Critical thinking
Computer skills
Active listening
Accomplishments
- Modeled above and beyond guest service resulting in a high-visibility email and praise directed to the General Manager.
Languages
Spanish
Limited Working
Timeline
Airline Support Services
API Global Solutions
11.2025 - CurrentRead More
Rooms Controller
Manchester Grand Hyatt
09.2022 - 08.2025Read More
Operations Host
Hyatt Regency La Jolla
09.2021 - 09.2022Read More
Coffee Attendant | Room Service Server | Cashier
Wyndham San Diego Bayside
08.2016 - 09.2021Read More
Sweetwater High School
High School Diploma
Read More