Joshua Mendoza
Las Vegas
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
11
11
years of professional experience
Work History
VIP Representative
Caesar’s Palace
06.2023 - 12.2023
- Maintained accurate and up-to-date records of guest information.
- Managed check-in and check-out procedures for guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees, and payments.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Lead Front Desk Agent
Caesar’s Palace
12.2022 - 07.2023
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Quickly answered calls and routed to proper guest or department using multiline phone system.
- Executed positive demeanor to each and every visitor approaching front desk.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained clean and organized front desk areas to uphold polished company image.
- Developed and maintained positive relationships with guests for satisfaction.
VIP Services Representative
Circa Resort And Casino
07.2022 - 12.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Handled valued guests in fast-paced team based setting in coordination with solid team of 4 customer service associates.
- Recorded actions taken, issues resolved and notated reservations with information to effectively manage customer accounts.
- Provided ongoing guest service.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Front Desk Agent
Circa Resort And Casino
07.2022 - 07.2022
- Used internal software to process reservations, check-ins and check-outs.
- 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.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Deescalated guest situations to ensure guest’s needs are met and they have a positive experience.
Assistant Manager
Bath And Body Works, Limited Brands
03.2017 - 06.2022
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.
- Trained employees in suggested selling and merchandising techniques to meet sales quotas.
- Maintained, cleaned and organized store to provide positive shopping experience for customers and inspiring workplace for team members.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Able to navigate through assisting international customers of different cultures and languages and effectively give them an amazing customer experience through our team and myself.
Supervisor
Bath And Body Works, Limited Brands
10.2016 - 03.2017
- Was a part of opening the first ever bath and body works blue concept store in Hawaii.
- Completed point of sale opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Maintained clean and organized back room stock area to easily find products to push out from the back of house to the sales floor.
- Processed shipment and pushed product to the sales floor and any overflow to our back room stock.
Keyholder Manager
Bath And Body Works, Limited Brands
08.2014 - 10.2016
- Opened and closed store at proper times for reliable services.
- Utilized product information and sampling to educate customers and assist in product selections.
- Oversaw regular store cleaning of shelves, backrooms and racks.
- Maintained confidentiality and security of sales records and operational reports.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Mentored new sales associates to contribute to store's positive culture.
- Trained team members in successful strategies to meet operational and sales targets.
- Trained newly hired sales team in upselling techniques.
- Educated staff on strategies for handling difficult customers and challenging situations.
Sales Associate
Bath And Body Works, Limited Brands
11.2013 - 08.2014
- Engaged with customers to build rapport and loyalty.
- Provided positive first impressions to welcome existing, new and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Processed product returns and assisted customers with other selections.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Increased sales by offering advice on purchases and promoting additional products.
- Recommended accessories and complementary purchases to boost revenue.
Front Desk Agent
Circa Resort and Casino
12.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Education
High School Diploma -
Waialua High School
Waialua, HI05.2013
Skills
- Customer service
- Product and Service knowledge
- Directing Team Members
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Overseeing Employees
- Hiring and Developing
- Orientating and Training
- Payroll Oversight
- Overseeing Schedules
Timeline
Front Desk Agent
Circa Resort and Casino
12.2023 - Current
VIP Representative
Caesar’s Palace
06.2023 - 12.2023
Lead Front Desk Agent
Caesar’s Palace
12.2022 - 07.2023
VIP Services Representative
Circa Resort And Casino
07.2022 - 12.2022
Front Desk Agent
Circa Resort And Casino
07.2022 - 07.2022
Assistant Manager
Bath And Body Works, Limited Brands
03.2017 - 06.2022
Supervisor
Bath And Body Works, Limited Brands
10.2016 - 03.2017
Keyholder Manager
Bath And Body Works, Limited Brands
08.2014 - 10.2016
Sales Associate
Bath And Body Works, Limited Brands
11.2013 - 08.2014
High School Diploma -
Waialua High School
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