Igor Mota
Houston,TX
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Overview
1
1
year of professional experience
Work History
Front Desk Associate
Crowne Plaza
7611 Katy Fwy, Houston, TX
12.2022 - Current
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Performed basic daily bookkeeping tasks.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered and updated sensitive customer information during check-ins and room changes.
- Collected room deposits, fees, and payments.
- Asked customers questions to meet special requests.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Trained new staff members in customer service techniques and hotel operations.
Housekeeping Supervisor
Crowne Plaza
7611 Katy Fwy, Houston, TX
10.2022 - 12.2022
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and developed improvement plans.
- Trained and mentored new staff on cleaning and safety protocols.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Addressed customer feedback and complaints to maximize satisfaction.
- Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Maintained required records of work hours, budgets and payrolls.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Maintenance
Granduca Hotel
1080 Uptown Park Blvd
06.2022 - 10.2022
- Operated varied hand and power tools to complete repairs.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Followed safety protocols to minimize workplace accidents.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Inspected and maintained equipment to keep items in top working condition.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Quickly responded to internal service calls regarding malfunctioning equipment and completed repairs.
- Installed new locks, door handles, and door closers.
Education
High School Diploma -
Nuestra Sra De Las Nieves
Venezuela10.2020
Skills
- Problem-Solving Skills
- Special Requests
- Expense Reporting
- Multi-Line Phone Systems
- Conflict Management
- Checking Reservations
Accomplishments
- Oversaw reservation payments via credit card and cash and had zero errors over the course of my time working as a front desk associate.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Associate
Crowne Plaza
12.2022 - Current
Housekeeping Supervisor
Crowne Plaza
10.2022 - 12.2022
Maintenance
Granduca Hotel
06.2022 - 10.2022
High School Diploma -
Nuestra Sra De Las Nieves