EVELYN FAGAN
Brea,CA
Summary
Seasoned Hospitality professional with 10 + years of experience in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, efficient multitasker and planner. A reliable individual with excellent leadership skills.
Overview
15
15
years of professional experience
Work History
Room Operations Manager
Anaheim Marriott
01.2023 - 03.2024
- Enhanced inter-shift communication through meticulous note-taking, resulting in reduction of errors and oversights in daily operations.
- Fostered seamless guest experiences by closely collaborating with various hotel departments from arrival to departure.
- Ensured exceptional service for VIP guests by completing 100% of Post Cons for the Front Office Department.
- Elevated team morale through consistent recognition of outstanding performance, cultivating a positive work atmosphere.
- Managed department budget and expenses, making consistent, cost-effective operational decisions.
Assistant Room Operations Manager
Anaheim Marriott
12.2021 - 01.2022
- Coached team members on delivering exceptional service, fostering a culture of professionalism and excellence.
- Actively participated in staff meetings to identify improvement strategies and facilitate open communication.
- Provided supervision to the operations team, ensuring operational excellence and exemplary customer service.
- Consistently practiced company policies and service excellence standards.
- Supported leadership in reaching goals and enhancing Elite Appreciation initiatives.
Front Desk Agent/Guest Experience Expert
Anaheim Marriott
07.2016 - 12.2021
- Greet guest upon arrival, offer assistance and answer questions to build rapport in hotel of 1000+ rooms.
- Apply strong leadership and problem-solving skills to maintain team efficiency and organize workflow.
- Mentored newly hired employees on operating equipment and safety.
- Work with management team to implement proper division of responsibilities.
- Handle customer complaints, resolve issues and report to leadership to increase guest satisfaction and GSS scores.
- Recipient of multiple "Meeting Pin Planner"
Night Auditor
Anaheim Marriott
09.2014 - 07.2016
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Trained and mentored staff on procedures, service standards and productivity strategies.
Front Desk Clerk
Anaheim Marriott
09.2009 - 03.2010
- Used quick response and dynamic service skills to build relationships with guest.
- Promoted by Director of Front Office due to superb customer service and excellent comment cards; exceeded company goals and customers expectations.
- Selected for “Heart and Soul” award by Resident Manager for adaptive personality.
- Attended daily managers and associates meeting to be aware of hotel occupancy; gained organizational skills and business savviness.
Education
Bachelor of Arts - Psychology And Minor in Criminal Justice
California State University - Long Beach
Long Beach, CA12.2014
Skills
- Conflict Resolution
- Decision-Making Abilities
- Administrative support
- Training and mentoring
- Cash Handling
- Time management
- Strategic planning
- Verbal and written communication Spanish and English
- Work Prioritization
- Guest Relations Management
Timeline
Room Operations Manager
Anaheim Marriott
01.2023 - 03.2024
Assistant Room Operations Manager
Anaheim Marriott
12.2021 - 01.2022
Front Desk Agent/Guest Experience Expert
Anaheim Marriott
07.2016 - 12.2021
Night Auditor
Anaheim Marriott
09.2014 - 07.2016
Front Desk Clerk
Anaheim Marriott
09.2009 - 03.2010
Bachelor of Arts - Psychology And Minor in Criminal Justice
California State University - Long Beach
Similar Profiles
Dongmin YeomDongmin Yeom
Assistant Food and Beverage Manager at Anaheim MarriottAssistant Food and Beverage Manager at Anaheim Marriott
Brianna CusiterBrianna Cusiter
Restaurant Manager at Anaheim MarriottRestaurant Manager at Anaheim Marriott
Jose Alberto GuevaraJose Alberto Guevara
Cook at Anaheim MarriottCook at Anaheim Marriott
Destiny RamirezDestiny Ramirez
Family Babysitter at Parents Of ChildrenFamily Babysitter at Parents Of Children
Justin RosboroughJustin Rosborough
Advisor – Sales, Service & Delivery Center at Tesla, Inc.Advisor – Sales, Service & Delivery Center at Tesla, Inc.