Dayana Otano Alonso
Las Vegas,NV
Summary
Dedicated Hospitality Professional with 13 years of experience in the hotel and casino industry, delivering exceptional guest service in fast-paced environments. Fluent in English and Spanish, with strong communication, multitasking , problem-solving, and conflict-resolution skills. Proficient in managing reservations, processing payments, maintaining accurate billing records, and coordinating front desk operations. Committed to operational efficiency, professionalism, and creating positive guest experiences.
Overview
14
14
years of professional experience
Work History
Front Desk Agent
Bellagio Hotel and Casino
Las Vegas, NV
12.2023 - Current
- Resolved guest concerns promptly, delivering courteous service and preserving positive hotel experience.
- Managed check-in and check-out procedures while verifying reservations and payment details accurately.
- Processed room assignments, key issuance, and account charges within property management system.
- Communicated with housekeeping and other departments to fulfill guest requests efficiently.
- Explained hotel amenities, policies, and local information to support guest satisfaction.
- Balanced front desk transactions, deposits, and billing adjustments with strong attention to detail.
- Anticipated guest needs and offered alternative solutions during reservation or room-related issues.
- Supported smooth lobby operations by maintaining organized records and prioritizing arrivals and departures.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered multi-line phone system and enthusiastically greeted callers.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Staff Accountant
Professional Massage Inc.
Las Vegas, NV
12.2022 - 12.2023
- Provided daily accounting reports and monetary deposits.
- Monitored accountability of massage therapists team.
- Maintained balance sheet schedules and account reconciliations for reporting consistency.
- Collaborated with operations and management to clarify variances and improve accounting accuracy.
Front Desk Agent
The Signature At Mgm Grand
Las Vegas, NV
03.2013 - 12.2022
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Communicated with housekeeping and other departments to fulfill guest requests efficiently.
- Processed room assignments, key issuance, and account charges within property management system.
- Balanced front desk transactions, deposits, and billing adjustments with strong attention to detail.
- Anticipated guest needs and offered alternative solutions during reservation or room-related issues.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Promoted hotel amenities and services to guests, enhancing their stay.
Education
Associate of Science - Marketing
College of Southern Nevada
Las Vegas, NV05-2028
No Degree - Philology
Universidad De La Habana
CUBA06-2012
Skills
- Customer service expertise
- Hospitality services
- Credit and cash payments
- Microsoft office
- Payment processing
- Verbal and written communication
- Front desk operations
- Listening skills
- Training and mentoring
- Fluent in English and Spanish
- 13 years of customer service experience in Resort and Casino
Timeline
Front Desk Agent
Bellagio Hotel and Casino
12.2023 - Current
Staff Accountant
Professional Massage Inc.
12.2022 - 12.2023
Front Desk Agent
The Signature At Mgm Grand
03.2013 - 12.2022
Associate of Science - Marketing
College of Southern Nevada
No Degree - Philology
Universidad De La Habana