Cecilia A. Johnson
Carlsbad,CA
Summary
Accomplished hospitality professional with 8+ years of experience delivering seamless front desk operations, guest satisfaction, and team leadership in high volume hotel environments. Adept at handling check-ins, reservations, conflict resolution, and staff supervision while ensuring brand standards for service excellence. Proven success in hotel, retail, and wellness settings. Passionate about leading teams that deliver memorable guest experiences.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Front Desk Host
Legoland California
Carlsbad, California
04.2024 - Current
- Efficiently managed over 80 guest room reservations, changes, and check-ins daily.
- Processed payments accurately while fulfilling special requests for families and VIP guests.
- Cultivated rapport with hundreds of guests weekly to enhance vacation experiences.
- Resolved 10 to 15 escalated service issues per shift to maintain high guest satisfaction.
Office Manager
Dr. Julie Reyes Wellness Center
Lake Forest, California
02.2022 - 04.2024
- Processed over $10K in monthly payments while managing 100+ patient appointments weekly.
- Enhanced patient satisfaction and clinic flow by assisting physician in client care.
- Ensured 100% compliance with delivery timelines through effective vendor oversight for 15+ vendors.
- Reduced scheduling errors by 30% through streamlined administrative procedures.
Front Desk Receptionist
LA Fitness
Irvine, California
01.2020 - 04.2022
- Facilitated timely entry for over 200 members daily through efficient check-in processes.
- Resolved membership and billing issues, achieving a 20% improvement in resolution rates.
- Cultivated positive member experiences by proactively addressing concerns and building relationships.
Front End Supervisor
Bed Bath and Beyond
Irvine, California
12.2020 - 01.2021
- Addressed and resolved more than 10 customer complaints daily, escalating complex cases as required.
- Managed shifts for 8 to 12 associates, ensuring effective break schedules and front-end coverage.
- Conducted freight processing, restocking, and pricing updates to boost operational efficiency.
- Streamlined front-end operations by decreasing wait times and reducing register errors by 25%.
Retail Manager
Riverside Scuba Locker
Riverside, California
04.2019 - 12.2019
- Managed store policy implementation and instructor coordination across 20+ scheduled classes.
- Processed inventory and outgoing orders, maintaining 95% stock accuracy.
- Improved customer satisfaction through a welcoming, informative in-store experience.
Divemaster/Sales Associate
Dive Oahu
Honolulu, Hawaii
06.2017 - 05.2018
- Led three to five weekly SCUBA excursions for 5 to 12 guests, prioritizing safety at depths up to 120 ft.
- Achieved 20% growth in merchandise sales using strategic cross-selling techniques.
- Streamlined online reservation management, resulting in a 30% improvement in booking accuracy.
Sales Associate/Inventory Control Associate
Bed Bath and Beyond
Albuquerque, New Mexico
11.2016 - 08.2017
- Ensured accurate signage and maintained stock levels for over 1,000 SKUs in multiple departments.
- Leveraged extensive product knowledge to assist 30–50 customers each day, driving purchasing decisions.
Information Technology Specialist
United States Army
05.2013 - 08.2016
- Installed and maintained crucial communication systems, ensuring operational efficacy for mobile and fixed locations.
- Identified and resolved hardware/software issues, enhancing uptime across more than 10 units.
- Received training in checkpoint security and emergency response to improve protocol adherence.
Sales Associate/Bookkeeper
Staples
Seaside, California
06.2012 - 05.2013
- Managed daily cash receipts and deposits to ensure financial accuracy.
- Facilitated efficient check-out processes at registers, enhancing customer satisfaction.
- Assisted in maintaining appropriate stock levels on sales floor for optimal product availability.
Sales Associate/Registry Consultant
Bed Bath and Beyond
Marina, California
10.2010 - 03.2013
- Enhanced customer relations through development of communication skills and marketing tools.
- Maintained optimal stock levels on sales floor while assisting customers with product inquiries.
- Ensured timely, efficient checkout processes to boost customer satisfaction.
- Assisted customers in creating gift registries to improve personalized shopping experiences.
Education
Master of Sciences - Clinical Nutrition
Sonoran University of Health Sciences
Tempe, Arizona06.2023
Bachelors of Art - Visual and Public Arts
California State University, Monterey Bay
Seaside, California05.2013
Certificate of Technical Studies - Emergency Medical Technician
Moreno Valley College
Moreno Valley, CaliforniaSkills
- Guest Services & Satisfaction
- Front Desk Operations (Opera PMS, OnQ)
- Staff Scheduling & Training
- Conflict Resolution & Service Recovery
- Reservations & Check-in/Out Procedures
- Team Supervision & Leadership
- Multitasking in Fast-Paced Environments
- Bilingual (if applicable)
Certification
- Nationally Registered Emergency Medical Technician
- PADI Professional Divemaster (Rescue Diver and Emergency First Response Provider)
Volunteer Experience
- Monterey Bay Aquarium, Intern, Monterey, California, 2011-03, 2011-06, Assisted in production, installation, and maintenance of signs and graphics for the Monterey Bay Aquarium.
- Monterey County Reads, Panetta Institute, Volunteer for “Literacy for Children”, Monterey, California, 2010-01, 2010-05, Coordinated project and communicated goals with multiple people of different cultures, ethnicities, and ages., Facilitated good reading environment to improve child’s reading level.
Timeline
Front Desk Host
Legoland California
04.2024 - Current
Office Manager
Dr. Julie Reyes Wellness Center
02.2022 - 04.2024
Front End Supervisor
Bed Bath and Beyond
12.2020 - 01.2021
Front Desk Receptionist
LA Fitness
01.2020 - 04.2022
Retail Manager
Riverside Scuba Locker
04.2019 - 12.2019
Divemaster/Sales Associate
Dive Oahu
06.2017 - 05.2018
Sales Associate/Inventory Control Associate
Bed Bath and Beyond
11.2016 - 08.2017
Information Technology Specialist
United States Army
05.2013 - 08.2016
Sales Associate/Bookkeeper
Staples
06.2012 - 05.2013
Sales Associate/Registry Consultant
Bed Bath and Beyond
10.2010 - 03.2013
Master of Sciences - Clinical Nutrition
Sonoran University of Health Sciences
Bachelors of Art - Visual and Public Arts
California State University, Monterey Bay
Certificate of Technical Studies - Emergency Medical Technician
Moreno Valley College
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