Brigitte Elizabeth Diaz

• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Monitored staff performance and provided feedback and guidance.
• Trained new staff members in customer service techniques and hotel operations.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

• Generated personal sales to meet or exceed established sales goals.
• Managed custom projects by completing initial quotes, design and sample requests.
• Provided prompt, courteous service to every individual entering showroom.
• Set goals for showroom employees and provided support and motivation to help each achieve true potential.
• Supervised inventory and placed orders to replenish low running supplies.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Drove employee engagement and guest experience through coaching, training and development.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Directed sales reps on how to display furniture and other items.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.

Performed Night Audit and Laundry Assistance when it was needed .