Heidi J. Lara
Inglewood,ca
Summary
GUEST SERVICE PROFESSIONAL Relationship Management Customer Satisfaction Client Retention Self-motivated and reliable Guest Relations Specialist with over 10+years of experience in providing unparalleled service to a diverse clientele. Proven ability to build productive relationships, resolve disputes, and win customer loyalty. Sets and maintains a high level of professionalism while meeting and exceeding guests’ expectations. Consistently goes above and beyond client expectations to achieve customer satisfaction.
Overview
13
13
years of professional experience
Work History
Front Desk Supervisor
Hilton Garden Inn
10.2015 - 12.2017
- Performs front desk, reservations, PBX, payroll, sale Key Achievements:
- Strengthened quality performance levels of the Front Desk Team
- Continually named by clients on Guest Comment Cards
- Maintained an organized work area
- Provided concierge service
- Checking guests in and out of the hotel in a efficient, courteous and professional manner
- Ensuring that special requests are noted and fulfilled
- Communicating with all departments regarding in house VIPs and any special requests/needs
- Promoting and selling special hotel programs, special rate packages and upgrades when appropriate
- Interacting with hotel associates in a professional manner, assisting other departments with necessary information
- Answering the telephone in a professional manner and assisting guests with any questions, directions, etc
- Managing and resolving all guest complaints and compliments in a professional and courteous manner
- Listening and responding to guest inquiries using a positive, clear speaking voice
- Maintaining an up to date working knowledge of all property amenities as well as any special events
Front Desk Agent
Marina del Rey Hotel
09.2013 - 08.2014
- Front desk, reservations, PBX
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Front Desk Agent /Front Desk Supervisor
Marina International Hotel and Bungalows
04.2006 - 09.2013
- Performs front desk, reservations, PBX , payroll, sale, and concierge duties while providing incomparable guest service
- Acts as the initial point of contact for clients to produce a notable first impression.
Front Desk Agent
Marina Del Rey Hotel
01.2004 - 01.2006
- Front desk, reservations, PBX
Education
High School Diploma -
Inglewood High School
Inglewood, CASkills
- Exceptional Guest Service Skills
- Capacity for Team Building and Leadership
- Designated Mentor to new employees
- Aptitude for all Front Desk Operations
- Inter-Department Communications
- Ability to multi-task and meet deadlines
- Proficient using Microsoft Word, Excel and Auto Clerk
- Professional and Positive Attitude
- Ability to handle guest issues diplomatically
Timeline
Front Desk Supervisor
Hilton Garden Inn
10.2015 - 12.2017
Front Desk Agent
Marina del Rey Hotel
09.2013 - 08.2014
Front Desk Agent /Front Desk Supervisor
Marina International Hotel and Bungalows
04.2006 - 09.2013
Front Desk Agent
Marina Del Rey Hotel
01.2004 - 01.2006
High School Diploma -
Inglewood High School
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