Darlene Mutesi
Fort Worth,TX
Summary
Dedicated front desk agent with a strong background in hospitality and sales. Skilled in crisis management and analytical problem-solving. Committed to delivering exceptional guest experiences and fostering positive relationships.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Homewood Suites by Hilton
Bedford, TX
09.2024 - Current
- Greeted and welcomed guests, ensuring a positive first impression.
- Implemented efficient check-in and check-out processes, ensuring seamless service for guests.
- Provided comprehensive insights on hotel amenities and local attractions to enhance guest experience.
- Resolved guest inquiries and complaints promptly, maintaining high service standards.
- Assisted in coordinating room assignments and special requests for optimal occupancy management.
- Collaborated and communicating with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Achieved high guest satisfaction by promptly addressing concerns and resolving issues.
- Fostered positive relationships by exhibiting compassion and empathy in stressful situations.
Sales Associate
World of Smoke and Vape
Fort Worth, TX
12.2025 - Current
- Guided customers in making informed product selections by delivering comprehensive insights on vape devices and accessories.
- Processed transactions accurately using lightspeed to ensure efficient sales operations.
- Executed inventory maintenance through strategic restocking and display organization to optimize customer satisfaction.
- Educated customers on health regulations and safe usage of products, enhancing overall customer satisfaction.
- Engaged with dissatisfied customers to de-escalate issues and restore positive relationships.
- Maintained professional appearance in alignment with company dress code to enhance brand image.
- Anticipated and addressed customer needs to enhance service quality.
- Maintained up-to-date expertise in product offerings and compliance with new laws and regulations.
Night Auditor
Aloft Hotel
Trophy Club, TX
03.2024 - 09.2024
- Conducted thorough reviews of nightly financial reports, guaranteeing precision and alignment with hotel policy requirements.
- Assisted guests in exploring available amenities and services to enhance their experience.
- Managed front desk operations, providing exceptional guest service during night shifts.
- Conducted thorough audits of cash drawers and payment transactions for discrepancies.
- Addressed emergency scenarios effectively to ensure guest safety remained the foremost concern.
- Restocked snacks and coffee supplies to maintain availability for staff and visitors. Organized inventory to ensure efficient access to refreshments.
Sales Associate
Sunglass Hut - Luxottica
Fort Worth, TX
01.2024 - 01.2025
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
Host
BJ's Restaurant & Brewhouse
Fort Worth, TX
06.2022 - 09.2022
- Greeted and seated guests promptly, ensuring a welcoming atmosphere.
- Managed reservation system to optimize seating efficiency and guest flow.
- Coordinated with servers to relay guest needs, enhancing service quality.
- Assisted in training new hosts on operational procedures and customer service standards.
- Monitored dining area for cleanliness and organization, supporting a positive dining experience.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
Front Desk Agent
Hampton Inn By Hilton
Fort Worth, TX
09.2022 - 01.2024
- Managed check-in and check-out processes efficiently to enhance guest satisfaction.
- Provided information on hotel services and local attractions, improving guest experience.
- Maintained accurate front desk records using property management software to ensure data integrity.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Maintained high-quality service standards in alignment with Hilton guidelines to support guest needs.
- Acknowledged various Hilton Honors membership levels and tailored accommodations to meet individual needs.
Crew Team Member
Freebirds World Burrito
Fort Worth, TX
09.2020 - 12.2021
- Ensured quality and safety in food preparation by meticulously following established recipes and protocols.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Trained new team members on food preparation procedures and customer interaction techniques.
- Engaged with customers along food line to deliver informed recommendations and improve satisfaction.
Education
High School Diploma -
V.R Eaton High School
Haslet, TX05-2022
Skills
- Customer service
- Teamwork and collaboration
- Prioritization and scheduling
- Analytical problem-solving
- Multi-tasking strength
- Guest services
- Cash handling
- Hospitality service expertise
- Crisis management
- Sales expertise
Timeline
Sales Associate
World of Smoke and Vape
12.2025 - Current
Front Desk Agent
Homewood Suites by Hilton
09.2024 - Current
Night Auditor
Aloft Hotel
03.2024 - 09.2024
Sales Associate
Sunglass Hut - Luxottica
01.2024 - 01.2025
Front Desk Agent
Hampton Inn By Hilton
09.2022 - 01.2024
Host
BJ's Restaurant & Brewhouse
06.2022 - 09.2022
Crew Team Member
Freebirds World Burrito
09.2020 - 12.2021
High School Diploma -
V.R Eaton High School