Joanna Pesce
Downey,Ca
Overview
14
14
years of professional experience
Work History
Front Desk Supervisor
Hilton Embassy Suites
Downey
08.2024 - Current
- Processed payments, cashiering duties and credit card transactions accurately.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Welcomed large volume of guests and improved overall customer service.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Monitored staff performance and provided feedback when necessary.
Front desk agent
Courtyard by Marriott
Monterey Park, Ca
05.2023 - 11.2023
- Greeted customers in a professional and friendly manner
- Answered phones, responded to inquires, took messages
- Assisted with check-ins and check-outs procedures for guests
- Resolved guest complaints promptly and courteously
- Managed cash drawer responsibly throughout shift
- Supervised daily operations of hotel front desk in absence of manager
Front desk agent/barista
Courtyard by Marriott
Anaheim, Ca
04.2022 - 05.2023
- Greeted and assisted clients and visitors in a professional and friendly manner at the front desk
- Managed a high volume of incoming calls and directed them to the appropriate staff members
- Scheduled reservations for groups and special events
- Prepared and served a variety of coffee beverages and pastries with precision and attention to detail
- Took reservations over phone, in person, for guests
- Answered customer telephone calls promptly and appropriately handled needs
- Checked guests in and out efficiently, processing payments and providing information about hotel amenities
- Maintained a clean and organized front desk area, ensuring a welcoming environment for guests
Front Desk Agent
Portofiño Inn & Suites
Anaheim, Ca
07.2021 - 04.2022
- Provided information about hotel amenities, services, and local attractions.
- Greeted, registered, and assigned rooms to guests.
- Processed payments accurately and efficiently.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Addressed customer needs in a timely manner.
- Arranged tours, taxis or restaurant reservations for customers.
Barista Shift lead
Huntington Surf and Sport
Huntington Beach, Ca
03.2011 - 01.2016
- Led a team of baristas in providing exceptional customer service
- Trained new team members on product knowledge and efficient workflow processes
- Managed inventory, restocked supplies, and ensured the cleanliness and organization
- Handled cash transactions
Education
High School -
Downey High School
Downey, Ca06.2012
Skills
- Cash handling
- Complaint management
- Team building and supervision
- Hospitality Service
- Training and Mentoring
- Customer service
Timeline
Front Desk Supervisor
Hilton Embassy Suites
08.2024 - Current
Front desk agent
Courtyard by Marriott
05.2023 - 11.2023
Front desk agent/barista
Courtyard by Marriott
04.2022 - 05.2023
Front Desk Agent
Portofiño Inn & Suites
07.2021 - 04.2022
Barista Shift lead
Huntington Surf and Sport
03.2011 - 01.2016
High School -
Downey High School