Ileany Lozada
The Bronx,NY
Summary
Friendly and encouraging Manager with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering close to a decade of experience in Hospitality and Costumer Service A problem-solver with talents for team building, leading and motivating, as well as excellent customer relations and relationship-building skills. Outgoing and adept at educating incoming guests of facility amenities.
Overview
10
10
years of professional experience
Work History
Reservations Manager
The Maritime Hotel
09.2014 - Current
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
Wax Specialist - Manager
European Wax Center
12.2018 - 09.2021
- Developed strong client relationships through effective communication skills and empathetic listening during consultations.
- Enhanced client satisfaction by providing high-quality waxing services and maintaining a clean workspace.
- Maintained clean and sanitary workspace.
- Educated clients on proper aftercare procedures for optimal results and minimal discomfort.
- Complied with state licensing regulations by maintaining required documentation and participating in continuing education courses as needed.
- Increased repeat business through excellent customer service and personalized treatment recommendations.
- Consistently met appointment scheduling requirements, ensuring timely services for all clients.
- Trained new Wax Specialists, sharing best practices and techniques for efficient service delivery.
- Actively participated in team meetings, contributing valuable input towards improving the salon''s overall performance and client satisfaction.
- Onboarded new employees with training and new hire documentation.
Education
Esthetics
Manhattan Nail And Esthetics School
New York, NY06.2016
Visual Art
Fiorello H Laguardia High School
New York, NY06.2008
Skills
- Customer Service
- Time Management
- Phone Etiquette
- Account Reconciliation
- Hiring and Training
- Issue Resolution
- Fluency in Spanish
- Schedule Management
- Professional and Courteous
Timeline
Wax Specialist - Manager
European Wax Center
12.2018 - 09.2021
Reservations Manager
The Maritime Hotel
09.2014 - Current
Esthetics
Manhattan Nail And Esthetics School
Visual Art
Fiorello H Laguardia High School
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