Danna Gonzalez
Los Angeles,CA
Summary
Dynamic hospitality professional with a keen eye for operational excellence and a commitment to guest satisfaction. Expertise in streamlining front office processes and enhancing customer service standards has consistently improved guest experiences. A collaborative team player focused on adaptability, ensuring seamless coordination among staff and positive outcomes in high-pressure environments. Proficient in conflict resolution and staff supervision, fostering a productive and harmonious workplace.
Overview
13
13
years of professional experience
Work History
Assistant Front Office Manager
Sixty Beverly Hills Hotel
Beverly Hills, CA
10.2023 - Current
- Managed front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front desk staff, enhancing service delivery and team performance.
- Developed and implemented standard operating procedures to improve operational efficiency.
- Coordinated communication between departments to resolve guest issues promptly and effectively.
- Oversaw inventory management for front office supplies, optimizing resource allocation.
- Analyzed guest feedback to identify areas for service improvement, driving customer satisfaction initiatives.
- Led daily briefings with staff to align on goals, updates, and performance expectations.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping, sales, maintenance, and food and beverage departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
Front Desk Agent/Night Auditor
Freehand Hotel
Los Angeles, CA
09.2022 - 09.2023
- Ensuring guests receive a friendly greeting/check-in and prompt attention to their needs.
- Receiving payment, correcting account/reservation discrepancies & posting charges to guest accounts.
- Creating/canceling reservations & acting as a switchboard relief as well as managing all 3rd party extranets.
- Providing guests with information about hotel, facility & amenities and assisting with any inquiries.
- Updating room inventory & rates on all 3rd-party sites & ensuring inventory corresponds with POS.
- Run end of day procedures & reset the system for the following day.
- Report errors during the Night Audit, log in accordance with the Front Office Standard of Procedures Manual, and make the Staff Accountant aware of the situation.
- Assist in other departments to ensure a smooth operation, whenever necessary during hours of duty.
- Carry out supervisory responsibilities in accordance with the hotel's policies during night audit shifts.
Domestic Freight Manager
MapCargo Global Logistics
Los Angeles, CA
07.2021 - 07.2022
- Managed a team of employees. Route, monitor and troubleshoot domestic transport shipments to maximize profitability while exceeding customer expectations.
- Handled domestic operations, billing, quoting and excellent customer service.
- In charge of import shipments, container transloading and Air Export operations and shipments.
- Managed scheduling, office equipment & overseeing operations.
Logistics Coordinator
Walmart Distribution Center
Raymond, NH
12.2015 - 06.2021
- Coordinated with freight forwarders to ensure timely delivery of consumer goods to multiple stores across the country.
- Ensured that quality assurance checks were completed within set deadlines.
- Worked under intense pressure to meet production deadlines.
- Trained in operating heavy equipment. 5+ years of Logistics experience.
Assistant Manager
Market Basket
Manchester, NH
06.2013 - 11.2015
- Supervised front-end department including all store cashiers, managed daily operations and financial transactions.
- Resolved customer disputes in a calm and diplomatic manner.
- Proven ability to serve customers quickly and efficiently.
- Trained new employees on procedures and policies.
- Assisted with merchandise presentation and data entry.
Education
Associate of Arts - Business Bachelor of Arts, Majoring in Communications
Southern New Hampshire University
High School Diploma - undefined
Memorial High School
Manchester, NHSkills
- Proficient in Spanish
- Management and communications expertise with over 5 years in customer service
- Operations management Front desk operations, housekeeping, Food & Beverage, and employee management
- Data inputting Experienced in Microsoft Office applications
- Reservation handling, guest relations management, emergency response readiness, customer satisfaction
- Property management systems
- Hotel policy enforcement Hospitality services Room assignment coordination
- Sales support
- Strong team leadership and time management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Assistant Front Office Manager
Sixty Beverly Hills Hotel
10.2023 - Current
Front Desk Agent/Night Auditor
Freehand Hotel
09.2022 - 09.2023
Domestic Freight Manager
MapCargo Global Logistics
07.2021 - 07.2022
Logistics Coordinator
Walmart Distribution Center
12.2015 - 06.2021
Assistant Manager
Market Basket
06.2013 - 11.2015
High School Diploma - undefined
Memorial High School
Associate of Arts - Business Bachelor of Arts, Majoring in Communications
Southern New Hampshire University