Itzel Arellano
Desert Hot Springs,CA
Summary
Dynamic and results-driven professional with extensive experience in customer service and team leadership at A&G Mart. Proven expertise in cash handling and conflict resolution, consistently enhancing customer satisfaction and loyalty. Recognized for training and mentoring staff, fostering a collaborative environment that boosts performance and operational efficiency.
Overview
4
4
years of professional experience
Work History
Cashier Team Lead
A&G Mart
07.2024 - 02.2025
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Trained team members on cash register operation and cash handling.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Operated POS cash register and equipment to collect payments.
- Processed refunds and exchanges in accordance with company policy.
Front Desk Agent
Azure Palm Hot Springs
03.2023 - 07.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Assisted in training new front desk agents, sharing best practices and procedures.
Front Desk Night Auditor
The Spring Resort & Spa
01.2021 - 03.2023
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Performed nightly updates to room charges and rates.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
- Maintained updated knowledge of hotel policies and procedures to provide accurate information to guests at all times.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.
- Performed regular property walkthroughs during the night shift, addressing any safety hazards or cleanliness concerns.
- Documented accounts and logs throughout shift to keep up with requirements.
- Collaborated with housekeeping and maintenance teams to address guest room issues promptly, ensuring optimal guest experiences.
- Processed payments securely using the property management system while adhering to strict privacy guidelines.
- Balanced hotel accounts and resolved discrepancies.
- Participated in ongoing training sessions related to hospitality best practices for continued professional growth and development.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Education
High School Diploma -
Desert Hot Springs High School
Desert Hot Springs, CA06.2020
Skills
- Cash handling
- Point of sale operations
- Employee training
- Inventory management
- Customer service
- Shift management
- Problem solving
- Conflict resolution
- Sales support
- Team building
- Communication skills
- Organizational skills
- Team leadership
- Punctual and reliable
Languages
Spanish
Native or Bilingual
Timeline
Cashier Team Lead
A&G Mart
07.2024 - 02.2025
Front Desk Agent
Azure Palm Hot Springs
03.2023 - 07.2024
Front Desk Night Auditor
The Spring Resort & Spa
01.2021 - 03.2023
High School Diploma -
Desert Hot Springs High School