ESTER LAULILE
LOS ANGELES,US
Summary
Front Desk Agent/Sales Coordinator with 9 years of experience in customer service and administrative roles. Proficient in Microsoft Office Suite and Salesforce, with a proven track record of enhancing guest satisfaction and supporting sales teams. Adept at conflict resolution, event management, and sales strategy, seeking to leverage skills for continued growth in the hospitality industry.
Overview
11
11
years of professional experience
Work History
Front Desk Agent/Sales Coordinator
Embassy Suites LAX North
Los Angeles, CA
07.2022 - Current
- Guest Experience Specialist
- Greeting customers: Welcoming customers as they enter the office or property
- Answering phones: Answering incoming calls and redirecting them when needed
- Handling mail: Receiving and delivering mail, and preparing and managing outgoing mail
- Maintaining office supplies: Keeping the front desk clean and tidy, and monitoring and ordering office supplies
- Handling customer inquiries: Responding to customer inquiries, addressing complaints, and providing excellent customer service
- Administrative tasks: Filing documents, maintaining schedules, planning business travel, and monitoring and updating records and files
- Other tasks: Setting appointments, accepting packages, issuing room keys, and handling guests during check-in and check-out
- Sales Coordinator
- Sales Support: Assisting the sales team with preparing proposals, contracts and presentations. This includes creating and maintaining client files and databases.
- Client Relations: Communicating with clients to provide information, answer inquiries and resolve issues. This often involves coordinating with other hotel departments to ensure client needs are met.
- Event Coordination: Helping to organize and manage events, conferences and meetings. This includes booking meeting rooms, arranging catering and ensuring all event details are handled smoothly.
- Reporting and analysis: Preparing sales reports, tracking sales performance and analyzing data to help the sales team make informed decisions.
- Administrative Tasks: Handling routine office tasks such as answering phones, scheduling appointments and managing correspondence.
- Customer Service: Providing excellent customer service to clients and guests, ensuring a positive experience and fostering long-term relationships.
Front Desk Agent
Hilton Garden Inn
Redondo Beach, CA
07.2022 - 02.2023
- Welcomed guests warmly, managed reservations efficiently, and resolved customer concerns promptly, enhancing overall guest satisfaction at Hilton Garden Inn.
- Meticulously maintained guest records, processed payments accurately, and ensured smooth check-in/out procedures, minimizing errors and wait times.
- Coordinated seamlessly with housekeeping and maintenance teams to address guest needs swiftly, fostering a positive hotel environment.
- Upsold room upgrades and amenities, contributing to increased revenue while enhancing guest experiences during their stay.
- Provided personalized local recommendations and assistance, ensuring guests felt valued and creating memorable experiences at Hilton Garden Inn.
- Orchestrated seamless guest experiences, from warm welcomes to efficient check-outs, while proactively addressing concerns to elevate satisfaction levels.
Front Desk Agent
Marriott
Hawthorne/Torrance, CA
03.2021 - 12.2021
- Streamlined check-in processes, reducing wait times and boosting guest satisfaction.
- Implemented efficient room allocation strategies during peak seasons.
- Fostered strong team dynamics, coordinating with housekeeping and concierge.
- Mentored new hires on Marriott standards.
- Managed guest accounts, ensuring accurate billing and swift resolution of discrepancies.
Hostess/Trainer/Server/Bartender
Bubba Gump Shrimp Co.
Santa Monica, CA
03.2015 - 12.2020
- Managed waitlist and seating, ensuring smooth operations and guest satisfaction.
- Trained new hires on efficient waitlist management and guest service techniques.
- Handled orders, prepared drinks, served food, and processed payments with accuracy.
- Enhanced guest experience by addressing needs promptly and professionally.
- Contributed to team efficiency and customer satisfaction through collaborative efforts.
Education
Bachelor's - Hospitality
El Camino Community College District
Torrance, CA02.2026
Skills
- OnQPM, Salesforce (Delphi), OnQ R&I, Fosse, Microsoft Word, Microsoft Excel, Microsoft Powerpoint, Event Management, Conflict Resolution, Sales Strategy, Multitasking, Customer Retention, Data Analysis, Time Management, Guest Relations, Upselling Techniques, Payment Processing, Negotiation Skills, Problem Solving, Customer Insights, Customer Loyalty, Networking, Sales Forecasting
LANGUAGES
English (Native), Tongan (Native), Spanish (Proficient).
Timeline
Front Desk Agent/Sales Coordinator
Embassy Suites LAX North
07.2022 - Current
Front Desk Agent
Hilton Garden Inn
07.2022 - 02.2023
Front Desk Agent
Marriott
03.2021 - 12.2021
Hostess/Trainer/Server/Bartender
Bubba Gump Shrimp Co.
03.2015 - 12.2020
Bachelor's - Hospitality
El Camino Community College District
ADDITIONAL INFORMATION
- WORK EXPERIENCE
- Embassy Suites
- Embassy Suites LAX North is an amazing hotel to work for. With all sleeping rooms being suites with a walk out balcony on each floor. It is really easy to sell a hotel that has been open for 20+years and is at the entrance of the LAX airport. Very convenient for guests and clients.
- Hilton Garden Inn
- Part Time Guest Service Agent while working at Embassy Suites LAX North. Hilton Garden Inn catered more to cooperate companies such as Northrup Grumman, Space X, Tesla, Boeing and big delivery companies such as Amazon, UPS and FedEx.
- Marriott Properties
- Worked for 3 hotels at the same time. Towne Place Suites and Springhill Suites located in Manhattan Beach - a dual property. I was working between properties as a front desk agent. I also was assisting the Residence Inn located in Torrance, Ca near the wonderful Del Amo Mall. I learned the hotel industry very quickly.
- Bubba Gump Shrimp Co.
- Located in the heart of Santa Monica, right off the famous pier, where Forrest Gump had ended his journey during his run for Jenny. I was a host, promoted to a host trainer, promoted to a server and then promoted to a bartender. Very fast past and where I locked down multitasking, customer service skills & more!