Iveth Chavez Alvarez
Los Angeles ,CA
Summary
Assistant Front Office Manager at Sixty Beverly Hills Hotel with strong knowledge of front desk operations and luxury hospitality standards. Skilled in managing third-party booking platforms including Booking.com, Expedia, and HotelTonight, as well as Opera Cloud property management system. Proficient in balancing house operations, processing payments, and ensuring accurate daily reporting. Strong background in customer service with a focus on active listening, problem-solving, and delivering prompt solutions to guest concerns. Trusted team leader with the ability to support and coordinate across multiple departments including rooftop events, room service, and housekeeping operations. Known for being reliable, organized, and committed to creating a seamless and high-quality guest experience.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
Sixty Beverly Hills
Beverly Hills, CA
10.2024 - Current
- Supervised daily operations to ensure seamless front office functionality.
- Analyzed guest feedback to identify areas for service improvement and operational efficiency.
- Managed inventory control of front office supplies, reducing costs through strategic sourcing.
- Established communication protocols between departments to enhance guest experience and service delivery.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Deliver exceptional guest service by addressing inquiries, resolving complaints, and ensuring overall guest satisfaction
- Maintain a professional and welcoming environment consistent with luxury hospitality standards
- Manage and monitor reservations through Opera Cloud and third-party platforms including Booking.com, Expedia, and HotelTonight
Front Desk Ambassador
Sixty Beverly Hills
Beverly Hills, CA
03.2023 - 10.2024
- Managed guest check-in and check-out processes, ensuring a seamless experience.
- Coordinated with various departments to fulfill guest requests efficiently.
- Provided concierge services, offering recommendations for local attractions and dining options.
- Trained new staff on front desk procedures and customer service best practices.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Streamlined reservation processes for increased booking rates and improved customer experience.
- Handled challenging situations with professionalism, successfully resolving conflicts while maintaining a calm demeanor under pressure.
- Kept accurate records of room inventory status, communicating effectively with other departments to prevent overbooking errors or discrepancies.
- Maintained a professional and welcoming environment, addressing guest inquiries and concerns promptly.
- Increased guest loyalty by creating personalized experiences and anticipating individual needs during each interaction at the front desk.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Front Desk Receptionist
Quality Inn and Suites Lax
Inglewood, CA
01.2018 - 04.2023
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
- Greeted guests warmly, ensuring positive first impressions and exceptional customer service.
- Assisted with check-in and check-out processes, ensuring accuracy and adherence to hotel policies.
- Collaborated with housekeeping and maintenance teams to address guest needs effectively.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Maintained cleanliness and organization of front desk area, enhancing overall guest experience.
- Handled guest inquiries and complaints with professionalism, resolving issues promptly for satisfaction.
Education
High School Diploma -
Phoniex High School
Los Angeles, CA01.2018
Skills
- Front Office Operations Management (Check-in/Check-out, Guest Services)
- Guest Relations & Luxury Hospitality Service Standards
- Conflict Resolution, Complaint Handling & Service Recovery
- Payment Processing, Cash Handling & Transaction Accuracy
- House Balance Management & Daily Reporting Room Inspections
- Cross-Department Coordination (Housekeeping, Room Service, Events)
- Rooftop & Private Event Support Operations
- Team Leadership, Training Support & Staff Coordination
- Strong Communication & Interpersonal Skills Time Management & Ability to Multitask in Fast-Paced Environments
- Attention to Detail & Operational Efficiency
Timeline
Assistant Front Office Manager
Sixty Beverly Hills
10.2024 - Current
Front Desk Ambassador
Sixty Beverly Hills
03.2023 - 10.2024
Front Desk Receptionist
Quality Inn and Suites Lax
01.2018 - 04.2023
High School Diploma -
Phoniex High School