Elizabeth Diaz
Las Vegas
Summary
Dedicated front desk agent known for exceptional customer service and effective complaint resolution. Expertise in managing reservations and ensuring a seamless check-in process, ready to contribute to enhancing guest experiences.
Overview
10
10
years of professional experience
Work History
Front Desk agent/Hotel Night Auditor
El Cortez Hotel Casino
Las Vegas
08.2025 - 02.2026
- Greeted guests warmly and ensured a smooth check-in process.
- Assisted guests with reservations and provided information about hotel amenities.
- Processed guest payments and resolved billing inquiries, ensuring accuracy and guest satisfaction.
- Managed phone calls, directing inquiries to appropriate departments to enhance guest experience.
- Conducted nightly audits of accounts and transactions for accuracy.
- Ensured security protocols were followed during overnight operations consistently.
- Coordinated with housekeeping to maintain cleanliness and readiness of rooms.
- Utilized problem-solving skills to address difficult situations, maintaining positive guest relations.
- Explained club to guests and assisted with service needs to maintain high satisfaction and brand loyalty.
Front Desk Agent
Oyo Hotel and Casino
Las Vegas
03.2021 - 01.2024
- Facilitated seamless check-in and check-out processes, ensuring a positive first and last experience for guests.
- Managed phone inquiries and messages, providing timely information and support to enhance guest communication.
- Resolved guest complaints promptly, enhancing overall satisfaction levels.
- Processed guest payments and handled billing inquiries efficiently.
- Collaborated with housekeeping to ensure timely room availability for guests.
- Coordinated tours, taxi services, and restaurant reservations for guests' convenience.
- Documented guest feedback and escalated issues to management for prompt resolution, contributing to improved guest satisfaction.
Front Desk agent/Assistant Manager
Super 8
Las Vegas
02.2016 - 01.2019
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest concerns with professionalism.
- Welcomed high volume of guests, enhancing customer service experience.
- Trained new front desk staff on procedures and customer service standards, fostering team competency.
- Processed reservations made via telephone, fax, email or online travel sites.
- Maintained accurate appointment schedules for staff and clients throughout the day.
- Created and optimized employee schedules for shift coverage.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
High School Diploma -
Desert Rose High School
Las Vegas, NV06-2006
Skills
- Night auditing
- Front desk operations
- Guest reservations
- Booking management
- Payment processing
- Customer service
- Complaint resolution
- Customer relationship management
- Multi-line phone systems
- Data entry
- Security protocols
- Fast learner
Timeline
Front Desk agent/Hotel Night Auditor
El Cortez Hotel Casino
08.2025 - 02.2026
Front Desk Agent
Oyo Hotel and Casino
03.2021 - 01.2024
Front Desk agent/Assistant Manager
Super 8
02.2016 - 01.2019
High School Diploma -
Desert Rose High School