Bianca Piedra
Crestview
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation, and business needs. Effective multitasker and clear communicator with 5 years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Henderson Beach Resort
09.2024 - Current
- Handled guest complaints and issues professionally, earning positive feedback and improving guest satisfaction.
- Answered and redirected phone calls, taking messages and facilitating guest communication.
- Acted as a liaison between guests and other departments (housekeeping, maintenance) to fulfill requests.
- Processed payments, balanced cash drawers, and maintained organized front desk records.
- Oversee daily front desk operations, including check-ins, check-outs, and guest inquiries
- Supervise and lead the front desk team, providing guidance, training, and support
- Handle guest inquiries, requests, and complaints in a timely and efficient manner
Front Desk Agent
Henderson Beach Resort
04.2024 - 09.2024
- Greeted and assisted hundreds of visitors daily, ensuring a warm, professional first impression.
- Ensured required identification was taken from guests at check-in in line with local requirements.
- Managed all check-in/out processes, assigned rooms, and handled payments (cash, credit cards) accurately.
- Upsold rooms where possible to maximize hotel revenue.
- Provided detailed information on hotel amenities, local attractions, and services.
- Acted as a liaison between guests and other departments (housekeeping, maintenance) to fulfill requests.
- Answered and redirected phone calls, taking messages and facilitating guest communication.
- Processed payments, balanced cash drawers, and maintained organized front desk records
VIP Guest Services
MGM Grand - SKYLOFTS
04.2018 - 08.2021
- Managed multiple tasks simultaneously while maintaining high levels of efficiency throughout shift hours.
- Performed cashier duties including processing payments, refunds, and exchanges accurately and promptly.
- Maintained accurate records of guest interactions and transactions using computer software systems.
- Participated in training sessions regarding customer service techniques and best practices regularly.
- Maintained cleanliness of the front desk area at all times in accordance with company standards.
- Provided exceptional service to guests by greeting, addressing inquiries, and answering questions.
- Created an inviting atmosphere for guests by providing friendly customer service at all times.
- Answered telephone calls in a timely manner while providing detailed information about services offered at the hotel.
- Ensured accuracy of all data entered into the system related to guest bookings or reservations.
- Responded promptly to emails from customers regarding their stay experience or inquiries about services provided at the hotel.
- Trained new Guest Services Associates on proper use of hotel management system software as well as other relevant processes.
- Developed effective communication strategies to effectively resolve customer issues quickly and efficiently.
- Assisted with opening and closing procedures for the front desk area.
- Coordinated activities between departments such as housekeeping, maintenance, and security in order to ensure smooth operations.
- Successfully handled customer inquiries and complaints in a professional manner.
- Monitored lobby activity while ensuring that all policies and procedures were followed properly.
- Utilized strong organizational skills to ensure efficient operations within the department.
- Performed daily audits of guest accounts for billing accuracy prior to checkout process completion.
- Processed check-ins and check-outs for hotel guests according to established procedures.
- Assisted with room assignments based on availability or special requests when necessary.
- Addressed customer complaints and provided timely solutions.
- Answered multi-line switchboard phone to respond to customer inquiries.
- Solicited guest feedback and acted on guests concerns.
- Greeted and welcomed guests in a warm and friendly manner.
- Developed a strong understanding of company policies and procedures.
- Welcomed arriving guests to the hotel to complete arrival and check-in procedures.
- Coordinated with housekeeping to handle special requests for customers.
- Provided directions to guests.
- Greeted and welcomed guests upon their arrival at the hotel and answered any questions they had regarding amenities.
- Made travel arrangements for sightseeing and other tours.
- Carried out unusual requests, such as searching for hard-to-find items and arranging for exotic services, such as hot-air balloon rides.
- Performed office duties on a temporary basis when needed.
- Made reservations for patrons, such as for dinner, spa treatments, and golf tee times and obtained tickets to special events.
- Offered assistance with luggage storage, car rental arrangements, and other special requests from customers.
- Gained extensive knowledge of area attractions such hotels, restaurants, and theaters to share with guests.
- Provided information about local shopping, dining, nightlife, and recreational destinations.
- Cleaned and tidied hotel lounge.
- Arranged childcare services for guests.
- Ordered flowers for guests.
- Provided food and beverage services to guests.
Spa Receptionist
MGM Grand
09.2016 - 04.2018
- Greeted customers and answered questions regarding services, products, and pricing.
- Managed daily cash flow transactions accurately while reconciling end-of-day reports.
- Documented guest information with computer software as directed.
- Booked precise spa appointments to prevent scheduling conflicts.
- Handled cancellations and time changes to produce updated appointment schedules.
- Assisted with maintaining cleanliness of the reception area including restocking supplies and tidying up the space.
- Answered incoming calls promptly while providing relevant information to callers in a friendly and professional manner.
- Opened and closed spa daily by following standard operating procedures.
- Provided general administrative support such as filing documents, data entry, and other clerical duties as needed.
- Processed payments for services rendered utilizing the POS system.
- Established familiarity with frequent guests to build customer loyalty.
- Answered phone calls to record new bookings and respond to service questions.
- Scheduled appointments for clients using scheduling software.
- Maintained knowledge of current spa promotions and discounts to offer guests.
- Greeted guests to determine nature and purpose of visit and directed or escorted to specific destinations.
Education
Associate in Arts (A.A.) - Hospitality Management
University of Nevada-Las Vegas
Las Vegas, NV, USSkills
- Property knowledge
- Team collaboration
- Reservation management
- Time management
- Positive attitude
- Professional appearance
- Guest relations
- VIP guest relations
- VIP priority options
- Administrative skills
- Customer service orientation
- Computer proficiency
- Active listening
- Strong customer service focus and attention to detail
- Ability to work in a fast-paced environment
- Proficiency with front desk software, reservations systems, and cash handling
- Hospitality services
- Rate changes
- Cash control
Certification
Forbes 5 Star
Languages
Spanish (Fluent)
Timeline
Front Desk Supervisor
Henderson Beach Resort
09.2024 - Current
Front Desk Agent
Henderson Beach Resort
04.2024 - 09.2024
VIP Guest Services
MGM Grand - SKYLOFTS
04.2018 - 08.2021
Spa Receptionist
MGM Grand
09.2016 - 04.2018
Associate in Arts (A.A.) - Hospitality Management
University of Nevada-Las Vegas