Isaiah Lopez
Whittier,CA
Summary
Dynamic hospitality professional with extensive experience at Sheraton Hotels, excelling in customer service and conflict management. Proven track record of enhancing guest satisfaction through personalized service and effective problem-solving. Skilled in managing reservations and payments, fostering loyalty, and ensuring seamless experiences during high-volume periods.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
Sheraton Hotels
05.2024 - Current
- Guest Services & Communication: Delivered exceptional customer service by warmly welcoming guests, confirming reservations and IDs, and efficiently handling check-ins. Maintained professional communication by answering multi-line phone systems, managing inquiries, and taking reservations via phone, in person, and computer, ensuring a seamless guest experience.
- Payment Handling & Record Keeping: Collected room deposits, fees, and payments while maintaining precise records of transactions, reservations, and guest details using hotel management software systems to ensure accuracy and accountability.
- Problem Resolution & Relationship Building: Resolved guest concerns promptly and effectively, leading to positive feedback and return visits. Built strong relationships with frequent guests by providing personalized service based on their preferences, driving customer loyalty.
- Operational Excellence & Multitasking: Demonstrated strong organizational skills to efficiently manage daily front desk operations, especially during high-volume periods, all while staying focused on delivering top-tier guest experiences and ensuring smooth coordination with hotel staff.
Crew Trainer
McDonald's
06.2022 - 10.2023
- Employee Training & Onboarding: Led the onboarding process for new team members by teaching proper procedures across all operational areas, ensuring consistent understanding of company standards and expectations.
- Skill Development & Performance Coaching: Delivered targeted training in customer service, food safety, and job performance requirements. Observed team members during shifts to provide real-time feedback, coaching, and support for continuous improvement.
- Leadership by Example: Modeled efficient, high-quality service to set a positive standard for the team, fostering a productive and motivated work environment focused on excellence and accountability.
- Program Development & Process Improvement: Partnered with management to assess training needs, design effective programs, and assist in developing standard operating procedures to promote uniformity, efficiency, and high performance across all crew tasks.
Education
No Degree - Business
California State University Los Angeles
Los Angeles, CASkills
- Customer service
- Guest services
- Problem-solving skills
- Hospitality services
- Time management
- Credit and cash payments
- Listening skills
- Reservations
- Conflict management
Timeline
Front Desk Agent
Sheraton Hotels
05.2024 - Current
Crew Trainer
McDonald's
06.2022 - 10.2023
No Degree - Business
California State University Los Angeles
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