Isaac Arriola
San Jose,CA
Summary
Developed exceptional customer service and leadership skills in fast-paced hospitality environment. Skilled in managing front office operations and resolving guest issues efficiently. Seeking to transition into more busy environment and bigger properties to grow my development
Overview
3
3
years of professional experience
Work History
Front Desk Supervisor
Hilton
Fremont, CA
08.2024 - Current
- Assisted guests with check-in and check-out procedures, ensuring a smooth arrival and departure experience.
- Managed front desk operations, addressing guest inquiries and resolving issues promptly.
- Collaborated with housekeeping to maintain cleanliness and readiness of guest rooms.
- Supported team members by providing training on front desk systems and customer service protocols.
- Maintained accurate records of reservations and cancellations using property management software.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Attended staff meetings and brought issues to attention of upper management.
- Resolved guest complaints by addressing issues with rooms promptly.
- Checked guests in out of hotel, made reservations, and processed payments.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Managed front desk maintenance of client records and lab data.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Front Desk Agent
CG Hotel Group
Cupertino, CA
03.2023 - 12.2024
- Greeted guests and efficiently managed check-in and check-out processes.
- Provided accurate information regarding hotel services, local attractions, and amenities.
- Resolved guest inquiries and complaints to ensure satisfaction and loyalty.
- Maintained organized records of reservations, cancellations, and special requests.
- Coordinated with housekeeping and maintenance teams to enhance guest experiences.
- Assisted in training new front desk staff on operational procedures and customer service standards.
- Managed payment processing and maintained cash drawer accuracy throughout shifts.
- Implemented strategies to improve front desk efficiency, reducing wait times for guests.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Facilitated welcoming environment, greeting guests upon arrival.
- Maintained high levels of guest privacy by securely managing personal information.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
Education
No Degree - Business
Laney College
Oakland, CA05-2026
High School Diploma -
Del Norte High School
Crescent City, CA06-2022
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Customer service management
- Team building proficiency
- Training and mentoring
- Staff supervision
- Scheduling and planning
- Reservation management
- Cash control
- Issue resolution
- Operations oversight
- Cash handling
- Cash handling accuracy
- Rate changes
- File management
- Staff training
- Hospitality services
- Team building
- Strong leadership
- Guest safety
- Guest check-in and check-out
- Guest services
- Daily reporting
- Oral and written communications
- Confirmations and cancellations
Languages
English
Full Professional
Timeline
Front Desk Supervisor
Hilton
08.2024 - Current
Front Desk Agent
CG Hotel Group
03.2023 - 12.2024
No Degree - Business
Laney College
High School Diploma -
Del Norte High School