Danny Wong
Sales & Management
La Puente,CA
Summary
Dynamic Front Desk Supervisor at Marriott Inn & Suites, recognized for enhancing guest satisfaction through exceptional service and efficient check-in processes. Proficient in reservation management and complaint resolution, I fostered strong customer relationships, driving repeat business and optimizing occupancy rates. Fluent in English and Chinese, I excel in communication and problem-solving.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Greentree Inn & Suite
04.2025 - 09.2025
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Streamlined check-in and check-out processes for increased efficiency.
- Implemented new booking system feature that reduced check-in time for guests.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Developed and maintained positive relationships with guests for satisfaction.
- Managed reservation system, ensuring accurate booking information and efficient room assignments.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests and provided exceptional customer service during check-in and check-out processes.
- Assisted guests with inquiries, resolving issues promptly to enhance overall satisfaction.
- Processed payments and maintained accurate financial records for transactions at front desk.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
Front Desk Supervisor
Mariott Inn &suites Hotel
01.2024 - 02.2025
- Supervised front desk operations, ensuring smooth guest check-in and check-out processes.
- Trained and mentored new front desk staff, enhancing team performance and service quality.
- Implemented efficient scheduling for front desk personnel, improving workflow and coverage.
- Resolved guest complaints promptly, maintaining high satisfaction levels through effective communication.
- Coordinated with housekeeping and maintenance teams to address guest needs proactively.
- Monitored daily cash flow and reconciled transactions to ensure financial accuracy and security.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved guest complaints by addressing issues with rooms promptly.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Agent
Knights Inn Hotel
08.2022 - 12.2023
- Managed reservation system, ensuring accurate booking information and efficient room assignments.
- Maintained cleanliness and organization of front desk area to create welcoming environment for guests.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Maintained high levels of guest privacy by securely managing personal information.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness for arrivals.
- Processed payments and maintained accurate financial records for transactions at front desk.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Front Desk Agent
Hotel Aalhambra
02.2022 - 05.2022
- Greeted guests and provided exceptional customer service during check-in and check-out processes.
- Assisted guests with inquiries, resolving issues promptly to enhance overall satisfaction.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness for arrivals.
- Processed payments and maintained accurate financial records for transactions at front desk.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Education
High School Diploma -
S.K.H.Kei Hau Secondary School 1977
Hong KongSkills
- Guest service excellence
- Reservation management
- Efficient check-in processes
- Front desk operations
- Customer relationship building
- Payment processing accuracy
- Complaint resolution techniques
- Time management abilities
- Emergency response protocols
- Hotel management software proficiency
- Lobby cleanliness standards
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Oral and written communications
- Hospitality service expertise
- Reservation systems
- Front desk management
- Front office support
- Room assignments
- Registration processing
- Reservations
Languages
Spanish
Limited Working
Timeline
Front Desk Agent
Greentree Inn & Suite
04.2025 - 09.2025
Front Desk Supervisor
Mariott Inn &suites Hotel
01.2024 - 02.2025
Front Desk Agent
Knights Inn Hotel
08.2022 - 12.2023
Front Desk Agent
Hotel Aalhambra
02.2022 - 05.2022
High School Diploma -
S.K.H.Kei Hau Secondary School 1977