Janet Flor
North Las Vegas,NV
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Ramp Agent
Delta Air Lines, Inc
11.2022 - Current
- Practiced safety-conscious behaviors in all operational processes and procedures
- Help maintain a safe environment for passengers while also delivering a world class experience for customers
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Checked cargo and baggage for security to meet TSA regulations.
- Maintained clean, orderly work environment free of hazards.
- Operated equipment while observing standard safety procedures.
Front Desk Agent
Venetian Hotel & Casino
11.2007 - 04.2022
- Provide unmatched guest service during the registration process
- Prepare guest bills, process payments and balance cash drawer at end of shift
- Assist guest with questions, directions, and resolve challenges on the phone while completing tasks on the Call Center checklist
- Promote memberships for casino loyalty programs to help drive sales and increase customer retention
- Oversaw fast-paced front desk operations and guests needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Trained new staff members in customer service techniques and hotel operations.
Lead Front Desk Agent
Monte Carlo Hotel & Casino
04.2005 - 11.2007
- Anticipate and resolve guest challenges in a professional manner while maintaining service standards in order to enhance the overall guest experience
- Assist Training
- Manager with the New Hire on boarding classes and refresher classes for existing Front office agents
- Pre-Shift staff, communicate company updates, monitor and correct performance of Front office agents.
- Coach and counsel agents.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints by addressing issues with rooms promptly.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Education
Aviation Management And Operations
Miami Dade College
Miami, FLSkills
- Leadership skills
- Time management
- Problem Resolution
- Customer Service
- Safety and Security Procedures
- Guest Satisfaction
- POS Systems
- Public Interaction
Languages
Spanish
Full Professional
Timeline
Ramp Agent
Delta Air Lines, Inc
11.2022 - Current
Front Desk Agent
Venetian Hotel & Casino
11.2007 - 04.2022
Lead Front Desk Agent
Monte Carlo Hotel & Casino
04.2005 - 11.2007
Aviation Management And Operations
Miami Dade College