EDITH SANDOVAL
Federal Way,WA
Summary
Dedicated customer service and airport operations expert with a commitment to efficiency and passenger care. Skilled in conflict resolution, team training, and cross-functional coordination, delivering exceptional service and maintaining compliance with industry standards.
Overview
13
13
years of professional experience
Work History
Front Desk Supervisor
Residence Inn by Marriott
Tukwila, WA
08.2024 - 06.2026
- Supervised front desk operations, delivering professional service in fast-paced hospitality environment.
- Managed reservations, check-ins, check-outs, and payment processing, ensuring accuracy in guest inquiries and service requests.
- Resolved complex guest concerns using effective communication, sound judgment, and de-escalation techniques.
- Coordinated with housekeeping, maintenance, and management to enhance daily operations and ensure timely room readiness.
- Trained and mentored front desk staff on customer service best practices.
Duty Manager
AeroMéxico
Seattle, WA
05.2023 - 01.2026
- Managed daily airport terminal operations and supported passenger service activities in a fast-paced airline environment.
- Coordinated passenger check-in, boarding, gate operations, and flight departures to ensure safety and punctuality.
- Coordinated with airline personnel, airport authorities, ground handling teams, and operational partners to maintain efficient operations.
- Resolved escalated passenger concerns through effective communication and service recovery techniques, enhancing customer satisfaction.
- Ensured compliance with airline procedures, safety requirements, security protocols, and customer service standards.
- Resolved escalated passenger concerns using effective communication, sound judgment, and service recovery techniques.
- Assisted passengers with travel documentation, baggage concerns, flight disruptions, rebooking, and other service requests.
- Communicated operational updates, delays, and passenger concerns to airline leadership and departments, facilitating timely decision-making.
Front Desk Supervisor / Manager
Four Points by Sheraton
Des Moines, WA
01.2016 - 08.2024
- Coordinated employee schedules and assigned daily responsibilities while adjusting staffing priorities to meet operational demands.
- Trained and coached employees on procedures, compliance requirements, service standards, and performance expectations.
- Communicated with management about operational performance, staffing issues, and identified opportunities for improvement.
Front Desk Agent / Back-Up Supervisor
DoubleTree by Hilton
Tukwila, WA
05.2013 - 06.2017
- Facilitated reservations, check-ins, check-outs, account inquiries, and service requests to enhance guest experiences.
- Managed check-in and check-out processes efficiently.
- Oversaw daily front desk operations and managed supervisory responsibilities during management absences, maintaining service standards.
- Answered multi-line telephone systems and directed communications to appropriate departments.
Education
Associate of Applied Science - Hospitality & Tourism Management
Highline College
Des Moines, WASkills
- Airport and Passenger Service
- Bilingual Communication
- Customer Service & Guest Relations
- Problem Solving & Decision Making
- High-Volume Customer Service
- Multiline Phone Operation
- Multitasking & Time Management
- Microsoft Office Suite
LANGUAGES
- English – Fluent
- Spanish – Fluent
Timeline
Front Desk Supervisor
Residence Inn by Marriott
08.2024 - 06.2026
Duty Manager
AeroMéxico
05.2023 - 01.2026
Front Desk Supervisor / Manager
Four Points by Sheraton
01.2016 - 08.2024
Front Desk Agent / Back-Up Supervisor
DoubleTree by Hilton
05.2013 - 06.2017
Associate of Applied Science - Hospitality & Tourism Management
Highline College