Brenda Flores Garcia
Seattle,WA
Summary
Coordinated Hotel Front Desk Supervisor with more than 5 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Hotel Front Desk Supervisor
Hyatt Place Seattle Downtown
05.2019 - 09.2023
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered phone within 2 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Implemented successful strategies to increase customer satisfaction.
- Oversaw day-to-day operations of 164-room hotel with staff of 80 employees.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Assistant Store Manager
Wag The Dog Daycare
06.2018 - 05.2019
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained new employees on proper protocols and customer service standards.
Custodian
Martin Selig
07.2015 - 05.2018
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
- Kept building spaces premises clean inside and outside.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
- Reported damages and hazardous conditions to management for further action.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Kept public pathways clear of safety hazards and spills with regular checks and attention.
- Used organic-based chemicals to disinfect floors, counters and furniture.
Education
High School Diploma -
Evergreen High School
Seattle, WA06.2015
Skills
- Hotel Management Procedures
- Customer Retention
- Hotel Reservations
- Special Requests
- Guest Accounts
- Shift Coverage
- Welcoming Guests
- Loyalty Programs
Languages
Spanish
Native or Bilingual
Timeline
Hotel Front Desk Supervisor
Hyatt Place Seattle Downtown
05.2019 - 09.2023
Assistant Store Manager
Wag The Dog Daycare
06.2018 - 05.2019
Custodian
Martin Selig
07.2015 - 05.2018
High School Diploma -
Evergreen High School
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