Cheyanna Palacios

• Managed filing system, entered data, and completed other clerical tasks.
• Maintained accurate personnel records while ensuring compliance with employment laws and company policies.
• Recorded new hires, transfers, terminations, changes in job classifications, and merit increases to main human resources files.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

• Answer and transfer telephone calls to the appropriate department.
• Process reservations, cancellations, and modifications using the Opera software.
• Provide customers information about the hotel facilities, policies, and rates.
• Communicate with other departments, such as housekeeping and maintenance, to meet guests' requests.

SWITCHBOARD OPERATOR, (90 days after start date)

• Direct and route switchboard calls as required and transfer calls to the appropriate department.
• Maintain up-to-date knowledge of all departments of the main hotel & casino, along with the Soaring Eagle Waterpark, and Saganing Eagles Landing to provide information and answers to guests' questions.
• Used the paging system to assist customers with paging requests at the Casino and relay daily announcements during shift.

• Greet the public and clients and direct them to the correct council members.
• Set up and prepare conference calls and/or meetings.
• · Answer and transfer all telephone calls to the appropriate department or council member.
• Fax, scan, and copy documents if needed
• Coordinate and maintain the calendar, including scheduling appointments or meetings.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies.
• Managed email correspondence and handled incoming and outgoing mail and faxes.

• Answering and transferring telephone calls to the appropriate department.
• Processing reservations, cancellations, and modifications using the Opera software.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Providing customers with information about the hotel facilities, policies, and rates.
• Communicate with other departments, such as housekeeping and maintenance, to meet guests' requests.

SWITCHBOARD OPERATOR, (90 days after start date)

• Direct and route switchboard calls as required professionally and transfer calls to the appropriate department.
• Maintain up-to-date knowledge of all departments and service changes to provide information and answers to guests' questions.
• Used the paging system to assist customers with paging requests at the Casino and relay any important announcements during shift.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Maintained up-to-date knowledge of product and service changes.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
• Answer and transfer telephone calls to the appropriate department.
• Processing reservations, cancellations, and modifications using the Opera software.
• Providing customers information about the hotel facilities, policies, and rates.
• Collect and process payments from guests for reservations and event ticket sales.

• Provide daily housekeeping duties such as dusting, mopping, sweeping, and vacuuming guest rooms.
• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
• Changed bed linens and collected soiled linens for cleaning.
• Inspect guest rooms for any maintenance issues.
• Maintain records of housekeeping cart and stocking levels.

Front Desk Agent: (June 2018 - Only when needed)

• Supervised property upon request when the motel owner was out of town.
• Greet guests & perform all check-in and check-out duties.
• Collect weekly /monthly payments from long-term guests as well as short-term guests.
• Answer and transfer room calls.
• Provide information about the motel, available room rates, and amenities.
• Handle various administrative duties, such as creating invoices and maintaining up-to-date guest records.
• Assign work duties to staff, and check rooms to make sure everything was done correctly.
• Proactively reported possible security risks or suspicious activities observed within guest spaces, ensuring the safety of guests and hotel property.