ESMERALDA M SERNA
LAS VEGAS,NV
Summary
Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
21
21
years of professional experience
Work History
Front Desk Agent
Las Vegas Marriott
11.2022 - Current
- Collected room deposits, fees, and payments.
- 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.
Data Entry Processor / Professional Assistant
Self-Employed
08.2020 - Current
- Assist Guestbook Rewards Inc. in daily processing of hotel reservation data
- Provided services that simplified the daily life of my client
Accounts Receivable Clerk
Bonotel Exclusive Travel
07.2008 - 10.2020
- Prepared electronic invoices for 90+ direct bill customers each day and documented account updates
- Contacted clients with past due accounts to formulate payment plans and discuss payment options
- Maintained good communication with clients and hotels to cultivate loyalty and satisfaction
- Identified, researched and resolved billing variances to maintain system accuracy and currency
- Previously handled Prepay AR department which involved collecting payment in advance for 250+ clients
Teller
Citibank
02.2006 - 12.2007
Teller
Wells Fargo Bank
06.2004 - 02.2006
Skills
- Skilled in building client rapport and managing accounts to reduce outstanding balances
- Knowledgeable in verifying information within accounting ledger against client information to maintain payment accuracy
- Expert in processing payments promptly to minimize outstanding debt and avoid excess charges
- Customer service
- Hospitality services
- Time management
- Guest accommodations
- Listening skills
- Reservation system
- Problem-solving skills
- Cash handling
Timeline
Front Desk Agent
Las Vegas Marriott
11.2022 - Current
Data Entry Processor / Professional Assistant
Self-Employed
08.2020 - Current
Accounts Receivable Clerk
Bonotel Exclusive Travel
07.2008 - 10.2020
Teller
Citibank
02.2006 - 12.2007
Teller
Wells Fargo Bank
06.2004 - 02.2006
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