Dulce An
Hotel Front Desk Lead
Las Vegas,NV
Summary
Driven Front Desk Lead highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction passionate about achieving the highest levels of customer success and retention through resolving conflicts with guest . Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.providing solutions to issues immediately under pressure ,with vast experience managing employees and work flows successfully .
Overview
8
8
years of professional experience
Work History
Hotel Front Desk Lead
MGM Grand Casino
Las Vegas, NV
08.2022 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Trained and supervised employees on office policies and procedures.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Reviewed upcoming events and planned for expected challenges.
- trained new employees, demonstrating best methods for serving clients and guests.
Customer Service Representative
Gerber Collison And Glass
Las Vegas, NV
07.2021 - 06.2022
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Cross-trained and provided backup support for organizational leadership.
- Analyzed designs and performed accurate cost analysis.
- Prepared material orders to complete projects on time and within budget.
- Analyzed buildings to prepare estimates for automotive work.
- Negotiated prices and terms with suppliers and vendors to secure best prices for materials and services.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Store Manager
Juice Bar At LVAC
Las Vegas, NV
01.2016 - 01.2018
- Supervised guests at front counter, answering questions regarding products.
- Managed inventory control, cash control, and store opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Completed point of sale opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
Education
GED -
Desert Pines High School
Las Vegas, NV 05.2001 -
Skills
Problem solving
Guest services
Hospitality management software
Patience
Bilingual (Spanish, English)
Leadership
Adaptability
Report preparation
Multitasking
Teamwork
Timeline
Hotel Front Desk Lead
MGM Grand Casino
08.2022 - Current
Customer Service Representative
Gerber Collison And Glass
07.2021 - 06.2022
Store Manager
Juice Bar At LVAC
01.2016 - 01.2018
GED -
Desert Pines High School
05.2001 -