Summary
Overview
Work History
Education
Skills
Timeline
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Emily Licea

Lompoc,CA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

6
6
years of professional experience

Work History

Guest Service Representative

Motel 6
Buellton, CA
08.2021 - Current
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Collected room deposits, fees and payments.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel .
  • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
  • Monitored daily Hotel business operations to drive peak team performance.
  • Coached up to 10 team members on service techniques to boost revenue and exceed customer expectations.

Guest Service Representative/Leader

Motel 6 Hotel
Lompoc, CA
11.2018 - 08.2021
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility for over 100 rooms.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.

Security Guard

San Bernardino Valley Industrial Security
Fontana, CA
10.2006 - 08.2008
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Patrolled and monitored premises in company vehicle, on bicycle and by foot.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.

Casheir

Cardenas Markets
Redlands, CA
05.2006 - 08.2006
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Collected and authorized payments of guests.

Education

High School Diploma -

Lompoc Unified Adult Education
Lompoc, CA
06.2022

Skills

  • Promoting Services and Amenities
  • Computer Skills
  • Problem Anticipation and Resolution
  • Reservation Processing
  • Maintenance Team Collaboration
  • Event and Party Planning
  • Guest Orientation
  • Item Pickup and Delivery
  • Personable Demeanor
  • Issue Resolution
  • Cash Register Operations
  • Meeting Organization
  • Financial Transactions
  • Customer Service
  • POS Transactions
  • Operational Efficiency
  • Bank Deposits
  • Constructive Feedback
  • Reading Comprehension
  • Issue Identification
  • Verifying Data Accuracy
  • Safety Rules
  • Brand Loyalty
  • Revenue Reviews
  • Documentation
  • Cash Counting

Timeline

Guest Service Representative

Motel 6
08.2021 - Current

Guest Service Representative/Leader

Motel 6 Hotel
11.2018 - 08.2021

Security Guard

San Bernardino Valley Industrial Security
10.2006 - 08.2008

Casheir

Cardenas Markets
05.2006 - 08.2006

High School Diploma -

Lompoc Unified Adult Education

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Emily Licea