Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Florence Laberge

Florence Laberge

Santee,US

Summary

Dedicated Front Desk Agent with over five years of experience in customer service and hospitality, focused on enhancing guest satisfaction through efficient operations and attentive service. Expertise in guest relations, check-in/check-out procedures, interdepartmental coordination, and conflict resolution ensures seamless experiences for all visitors. Recognized for a hardworking, detail-oriented approach and commitment to delivering polished, memorable interactions that leave a lasting impression. Eager to contribute to team success and support the achievement of company goals.

Overview

5
5
years of professional experience

Work History

Front Desk Agent

La Jolla Shores Hotel
04.2024 - 03.2025


  • Process guest check-ins/outs ,verify ID's and complete paperwork.
  • Collect deposits, fees and payments
  • Complete daily checklist: credit limit, guest check-ups,amenities, laundry services...
  • Foster a cohesive work environment by facilitating smooth information flow between front desk, housekeeping, and other hotel services.
  • Resolved guest issues promptly, resulting in positive feedback and guest returns
  • Coordinated room assignment and guest special request to ensure good experience.


Guest Coordinator

Spa Kingston
02.2022 - 12.2023
  • Coordinating guest appointments, welcoming them and check them in.
  • Oversaw scheduling and spa operations, sell products/ memberships
  • Optimized inventory management and help with reorganizing new supplies.
  • Deep cleaning spa and products.
  • Addressed guest inquiries and resolved concerns, maintaining a welcoming atmosphere.

Call Center Representative

Affinity Development Group
04.2022 - 09.2023
  • Directed clients to appropriate locations for vehicle services, boosting customer satisfaction.
  • Coordinated mail and coupon distribution, enhancing engagement and retention.
  • Mastered bilingual communication scripts, ensuring effective client interactions.
  • Perform client callbacks and emails, maintaining high levels of service.
  • Participated in vehicle update meetings, contributing to informed decision-making.

Shift Lead

Crumbl Cookies
11.2021 - 12.2022
  • Led shifts, optimized operations, and resolved customer issues, ensuring high satisfaction levels.
  • Managed cash handling, inventory, and safety protocols while maintaining quality standards.
  • Coordinated team schedules, delegated tasks, and fostered a positive work environment.
  • Mentored new team members, provided training, and promoted adherence to company policies.
  • Streamlined bakery operations, boosting efficiency and customer satisfaction. Implemented effective cash handling and inventory systems, ensuring smooth production flow.

Crew Leader

Raising Cane's
05.2020 - 02.2022
  • Led pre-shift meetings, motivating team to exceed standards; trained new members, enhancing team performance.
  • Ensured adherence to restaurant standards, maintaining cleanliness and food quality; delivered prompt, courteous service.
  • Trained crew and managers, fostering a collaborative environment; upheld high standards of cleanliness and food quality.
  • Balanced speed with excellence, ensuring swift, courteous service; significantly improved team efficiency.
  • Maintained high standards of cleanliness and food quality; delivered measurable results in service speed and quality.

Education

Student - Nursing Science

Grossmont College
El Cajon, CA
06-2028

Skills

  • Hospitality
  • Customer service
  • Cash handling
  • Detail-oriented
  • Problem solver
  • Training and mentoring
  • Fast learner
  • Leadership/teamwork
  • Adaptability
  • Customer focus
  • Time management

Languages

English (Highly proficient)
French (Native)
Spanish (Novice)

Timeline

Front Desk Agent

La Jolla Shores Hotel
04.2024 - 03.2025

Call Center Representative

Affinity Development Group
04.2022 - 09.2023

Guest Coordinator

Spa Kingston
02.2022 - 12.2023

Shift Lead

Crumbl Cookies
11.2021 - 12.2022

Crew Leader

Raising Cane's
05.2020 - 02.2022

Student - Nursing Science

Grossmont College

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