Evelina H Carrillo
San Angelo
Summary
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. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
Residence Inn By Marriot
01.2021 - 04.2022
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Assistant General Manager
Springhill Suites By Marriott
02.2019 - 05.2020
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
Executive Housekeeping Manager
Springhill Suites By Marriott
09.2013 - 01.2018
- Improved employee retention rates by creating a positive work culture, offering competitive benefits packages, and conducting regular performance reviews.
- Ensured compliance with safety regulations, maintaining a safe work environment for all employees.
- Increased staff productivity through continuous process improvement initiatives focused on workflow optimization.
- Promoted a culture of open communication among team members, fostering collaboration and teamwork that resulted in improved overall department performance.
- Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
Education
High School Diploma -
Central High School
San Angelo, TX05.2001
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Hospitality services
- Guest Relations
- Time Management
- Cash Handling
- Hospitality service expertise
- Listening Skills
- Clerical duties
- Information Protection
Timeline
Front Desk Agent
Residence Inn By Marriot
01.2021 - 04.2022
Assistant General Manager
Springhill Suites By Marriott
02.2019 - 05.2020
Executive Housekeeping Manager
Springhill Suites By Marriott
09.2013 - 01.2018
High School Diploma -
Central High School
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