Cyndi Ybarra
Paris,KY
Summary
Seasoned Front Desk Professional with 22 years of experience in front office management and 29 years in the hospitality industry. Personable and well-versed in handling multiple tasks at once. Successful career history providing exceptional guest service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty.
Overview
34
34
years of professional experience
Work History
Assistant Guest Experience Manager
Mission Pacific Hotel
Oceanside
06.2021 - 08.2023
Front Desk Manager
Carlsbad By The Sea Hotel
06.2010 - 03.2020
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Increased customer service ratings through personable service.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Provided responses to guest reviews on Expedia, Booking.com and other websites within 48 hours.
- Worked directly with Sales manager inputting group blocks and assisting in coordinating room assignments, group arrivals and departures, and group billing.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
Front Desk Manager
Inn At Rancho Santa Fe
06.2007 - 04.2009
- Oversaw all front desk operations at one of the most prestigious high end 4 star hotels in Southern California.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Planned coverage needs and organized services to support incoming special events.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Increased customer service ratings through personable service.
- Performed concierge services for guests as needed.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Front Desk Manager
The Palm Springs Riviera Resort
09.1989 - 06.2005
- Oversaw fast-paced front desk operations at busy convention hotel with 476 guest rooms and up to 350 arrivals on average during peak convention season weekends.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Planned coverage needs and organized services to support incoming special events.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Conducted financial audits on scheduled basis.
- For the first 5 years worked in several departments including the hotel main restaurant, kitchen, and banquets, in order to gain knowledge of overall hotel operations.
- Worked my way up from front desk agent to supervisor, assistant front desk manager, and finally to front desk manager, a position that I held for 7 years.
Skills
- Effective communication skills
- Handling Customer Complaints
- Complex Problem Solving
- Staff Development and Training
- Honesty and Integrity
- Attention to Detail
- Time management
- Critical thinking
Timeline
Assistant Guest Experience Manager
Mission Pacific Hotel
06.2021 - 08.2023
Front Desk Manager
Carlsbad By The Sea Hotel
06.2010 - 03.2020
Front Desk Manager
Inn At Rancho Santa Fe
06.2007 - 04.2009
Front Desk Manager
The Palm Springs Riviera Resort
09.1989 - 06.2005