Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Timeline
Generic

Felicidad San Nicolas

Murrieta,CA

Summary

Organized and passionate candidate successful at managing multiple priorities with a positive attitude whom seeks to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, problem-solving skills and understanding of importance of company branding.

Overview

12
12
years of professional experience

Work History

Assistant Hotel Manager

Pala Casino
01.2018 - Current
  • Responsible for operation of hotel in absence of Hotel Department Heads/Hotel Director
  • Ensure productivity and efficiency of Front Desk-Guest Service Rep's, Business Center, and Pool/Cabana Services by constantly maintaining oversight of operations.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Provided exceptional service and assistance to guests upon arrival and departure.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Built relationships with customers to encourage repeat business.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Monitored and evaluated performance of personnel to confirm compliance with standards.
  • Help create atmosphere of high morale and positive working relationship among Team Members.
  • Control payroll costs, ensuring sufficient coverage permanently.
  • Enters and updates Kronos Dimensions Workforce system to reflect current schedules, PTO, call offs and LOAs.
  • Created and managed accurate occupancy forecasts and budgets.
  • Prepared monthly resort audits for review.
  • Maximize occupancy by utilizing yield management and over-booking factor.
  • Analyzed and evaluated business data to identify opportunities for improvement.
  • Implemented successful strategies to increase customer satisfaction.
  • Supervised team of 25 staff members.

Guest Service Representative

Pala Casino
11.2011 - 01.2018
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Provide impactful impressions to each guest encountered.
  • Practiced AAA 4 Diamond exclusive guest service upon guests arrival and departure of Hotel and Casino.
  • Handled banks ranging from $1400-4000
  • Multitasking assisting guests/answering phones while providing highest level of guest service.
  • Worked with multiple departments to ensure each guest is accounted for.

Education

Education Administration

University of Guam
Mangilao, GU

Skills

    • Office Streamlining
    • VIP Services
    • Quality Assurance
    • Telephone Etiquette
    • Employee Performance Reviews
      • Staff Scheduling
      • Disciplinary Action and Termination
      • Team Support
      • Outstanding Communication Skills
      • Professional Relationships

Accomplishments

  • Achieved Learn to Lead Series by completing Pala Knowledge College with accuracy and efficiency.

Awards

  • Team member of the Quarter finalist with Pala Casino Spa & Resort
  • Won multiple incentives awards for upselling suites, zero cash variances, and providing excellent guest service

Timeline

Assistant Hotel Manager

Pala Casino
01.2018 - Current

Guest Service Representative

Pala Casino
11.2011 - 01.2018

Education Administration

University of Guam

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Felicidad San Nicolas