Johanna Gallego
Las Vegas
Summary
Professional with strong experience and readiness for hospitality role. Skilled in providing exceptional guest services, problem-solving, and managing requests to enhance guest satisfaction. Known for effective collaboration with team members to achieve outstanding results and adapt to changing needs. Expertise in communication, organization, and personalized service, ensuring seamless and positive experience for all guests.
Overview
7
7
years of professional experience
Work History
Concierge/Box Office
Vegas.com
09.2008 - 09.2012
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Streamlined ticket booking process for local attractions, improving efficiency and guest satisfaction.
- Scheduled and confirmed restaurant reservations for guests.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Sales & Catering Assistant/PBX/ Front Desk
Clarion Hotel & Suites
05.2007 - 04.2008
- Processes guest reservations, registrations, payments, and departures
- Operated multiple phone line’s
- Directed call’s to appropriate destinations
- Liable for replacing Front Desk Agent when needed
- Ordered supplies for facility
- Assisted Managers with contract’s
- Made Banquet Event Orders for upcoming attraction’s
- Posted group charges
- Assigned permanent accounts for groups
- Printed label’s and made folder’s for new customer’s
- Updated Group Files
- Uploaded multiple group block’s in system
- Made multiple reservations
- Detail oriented with a great ability to multi-task
- Offered excellent customer service, addressing client concerns promptly and professionally.
- Demonstrated adaptability when adjusting plans according to last-minute changes or requests from clients.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed inventory and supplies, ensuring adequate stock levels for successful event execution.
Customer Service Rep.
Nevada Telephone
02.2006 - 04.2007
- Experienced one on one customer agent interaction and high volume of inbound calls to reach a fair resolution
- Mastered complex computer skills
- Performed positive quality problem solving techniques
- Proficient typing and data entry skills
- Operated daily office equipment
- Accountable for replacing receptionist when needed
- Diligently completed new services, disconnects, moves, and changes to end user's accounts
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Adult School
Las Vegas 2019
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Excellent multitasking
- Guest services
Languages
Spanish
Native or Bilingual
Timeline
Concierge/Box Office
Vegas.com
09.2008 - 09.2012
Sales & Catering Assistant/PBX/ Front Desk
Clarion Hotel & Suites
05.2007 - 04.2008
Customer Service Rep.
Nevada Telephone
02.2006 - 04.2007
High School Diploma -
Adult School
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