Clarisse Bonifacio
Chula Vista,CA
Summary
Proven Front Desk Agent with a track record of enhancing guest satisfaction at Loews Coronado Bay Resort. Excelled in client retention strategies and cross-functional coordination, significantly contributing to occupancy rates. Skilled in hospitality services and administrative tasks, adept at creating memorable experiences through exceptional service and efficiency.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Loews Coronado Bay Resort
06.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained accurate records of guest information, payments, and reservations using hotel management software system (Opera).
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Created same day Walk In Reservations using Opera
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property, such as arranging transportation.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation (Balance the House)
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Front Desk Agent
Kona Kai Resort & Spa
06.2021 - 06.2023
- Assisted in training new front desk agents, sharing best practices and procedures.
- Enforced policies and procedures to increase efficiency.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Assisted in training new front desk agents, sharing best practices and procedures.
Instant Service Specialist
Intercontinental Hotels Group
06.2019 - 03.2020
- Answered multi-line phone system with internal an external guests; transferred to appropriate department when necessary
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Recorded In Room dining requests as well as Amenity requests and accurately submitted these to F&B in a timely manner
- Maintained accurate records of all customer telephone interactions for reporting purposes and ongoing process improvements
Education
Bachelor of Science - Business Administration- Service Sector Management
California State University, San Marcos
San Marcos, CASkills
- Customer service
- Client retention strategies
- Guest services
- Cross-functional coordination
- Clerical support
- Hospitality services
- Live chat support
- Administrative skills
- Reservation systems
- Credit adjustments
Accomplishments
Loews Coronado Bay Resort Employee of the Month, September 2024
Timeline
Front Desk Agent
Loews Coronado Bay Resort
06.2023 - Current
Front Desk Agent
Kona Kai Resort & Spa
06.2021 - 06.2023
Instant Service Specialist
Intercontinental Hotels Group
06.2019 - 03.2020
Bachelor of Science - Business Administration- Service Sector Management
California State University, San Marcos
Similar Profiles
Roberto GallegosRoberto Gallegos
Banquet Server at Loews Coronado Bay ResortBanquet Server at Loews Coronado Bay Resort
CARLOS VELEZCARLOS VELEZ
Front Desk Agent at Loews Coronado Bay ResortFront Desk Agent at Loews Coronado Bay Resort
Leylani FigueroaLeylani Figueroa
Assistant Front Office Manager at Loews Coronado Bay Resort & SpaAssistant Front Office Manager at Loews Coronado Bay Resort & Spa