Francesca Amato
Culver City ,CA
Summary
Dynamic hospitality professional with extensive experience at hospitality, excelling in guest services and operational efficiency. Proven track record in enhancing guest satisfaction through exceptional service and attention to detail. Proficient in multiple systems and fluent in Spanish, fostering strong relationships with guests and ensuring seamless experiences.
Overview
6
6
years of professional experience
Work History
Group Reservations Coordinator
Terranea Resort
Rancho Palos Verdes, CA
11.2024 - Current
- Ensure all group blocks meet contracted revenue minimums by monitoring pick-up, attrition, and key contractual deadlines for planners.
- Communicate essential contract details to planners, including allowable attrition and revenue requirements, ensuring clarity and compliance.
- Manage rooming lists and room block reservations, uploading and maintaining accurate information across internal systems.
- Prepare and send detailed, standardized communications to planners, including welcome emails, confirmations, and critical timelines.
- Oversee daily billing, payment routing, and folio accuracy for multiple group blocks.
- Execute planner requests promptly while coordinating with internal departments to secure all necessary accommodations and logistical needs
- Attending Pre-con meetings to warmly welcome each group.
Front Desk Lead
The Shay
Culver City, CA
11.2022 - 11.2024
- Trained and mentored agents on customer service & brand standards as well as system usage.
- Managed breaks to optimize front desk coverage during peak hours.
- Implemented new procedures to enhance guest satisfaction and streamline workflows.
- Coordinated with housekeeping and maintenance teams to resolve guest issues promptly.
- Oversaw inventory management of office supplies and promotional materials for the front desk.
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Managed front desk, end of day reports to ensure all revenue was accounted for.
- Upsell focused to ensure maximized revenue growth.
Front Desk Agent
JW Marriott
Santa Monica, CA
11.2020 - 11.2022
- Delivered exceptional guest service by checking guests in/out efficiently while maintaining brand standards and accuracy.
- Resolved guest concerns promptly and professionally, ensuring positive stay experiences and high satisfaction scores.
- Managed daily reservations, room assignments, and special requests while balancing occupancy and operational needs.
- Processed payments, deposits, authorizations, and folio adjustments with strong attention to detail and financial accuracy.
- Provided property information, amenities, and local recommendations to enhance the guest experience.
- Coordinated with housekeeping, engineering, and other departments to ensure rooms and requests were fulfilled in a timely manner.
- Handled high-volume phone, email, and in-person inquiries while maintaining composure in fast-paced environments.
- Ensured compliance with safety, security, and privacy procedures, including ID verification and handling confidential information.
Front Desk Agent
The W Hotel
11.2019 - 11.2020
- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in maintaining accurate reservation records using hotel management software.
- Collaborated with housekeeping to ensure room readiness for incoming guests.
- Collected room deposits, fees, and payments.
- 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Trained new staff members in customer service techniques and hotel operations.
Education
High School Diploma - Film Production
Pacific Palisade Charter High School
Pacific Palisades, CA06.2010
Skills
- Guest services
- Opera
- PMS
- Marsha
- HMS
- Fosse
- Excel
- Customer service expert
- Detail oriented
- Fluent in Spanish
Timeline
Group Reservations Coordinator
Terranea Resort
11.2024 - Current
Front Desk Lead
The Shay
11.2022 - 11.2024
Front Desk Agent
JW Marriott
11.2020 - 11.2022
Front Desk Agent
The W Hotel
11.2019 - 11.2020
High School Diploma - Film Production
Pacific Palisade Charter High School