Kaitlin Atencio
Pomona,CA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Guest Services Agent
Embassy Suites
2024.05 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Listen and resolve guest complaints or incidents in a productive and efficient manner for all parties included.
Front Desk Supervisor/Night Auditor/MOD
Best Western
2023.11 - 2024.05
- Efficiently manage guest check-ins, check-outs, and reservations, ensuring accuracy in records and availability
- Provide excellent customer service by addressing inquiries, resolving issues promptly, and offering helpful information about hotel amenities and local attractions
- Maintain a clean and welcoming lobby area, handle financial transactions securely, and collaborate with other hotel staff to ensure a seamless and secure guest experience.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Resolved guest complaints by addressing issues with rooms promptly.
Busser/Server
La Paloma Mexican Restaurant
2021.09 - 2023.09
- Contributed to seamless table service by assisting servers in setting up, clearing tables, and ensuring a clean dining area
- Collaborated closely with waitstaff to coordinate service timings and address customer needs, such as refills or food running, enhancing the overall guest experience with teamwork and shorter wait times
- Proactively engaged with guests, provided menu recommendations, and assisted with specific requests, fostering a positive and welcoming atmosphere within the restaurant
- Ensured a hygienic environment by consistently maintaining cleanliness standards in a designated area
- Adhered to rigorous food safety protocols, handling and storing food items in accordance with industry best practices to guarantee the well-being of both customers and staff.
Hostess
La Paloma Mexican Restaurant
2021.06 - 2023.09
- Created a warm and welcoming atmosphere by proactively greeting customers as they enter the establishment
- Exemplify the importance of making a positive first impression and dedicated to providing friendly and hospitable interactions from the moment guests arrive
- Proficiently operated the Point of Sale system to facilitate seamless and accurate transactions
- This involved navigating the POS interface, entering orders with precision, and ensuring the timely processing of customer payments
- Fostered a quick understanding of the system's functionalities, such as menu customization, applying discounts, and managing split checks
- Responsibly answered calls and efficiently addressed a diverse range of customer needs, including handling complex or customized orders, providing detailed information about the menu, and addressing any additional queries
- Demonstrated effective communication skills by actively listening to customers, clarifying their requests, and offering personalized solutions to ensure their satisfaction.
Education
Economics - Accounting
Citrus College
Glendora, CAHigh School Diploma -
Pomona High School
Pomona, California06.2023
Skills
- Customer Service
- Time management
- Problem Solving
- POS
- Issue Resolution
- Reservation Management
- Guest Services Agent training
- Conflict Management
- Information confidentiality
- Property Security
Certification
- Food Handlers Card
- ROP Customer Service
Software
Knowledgeable in Jonas Chorum, ONQ, word, and excel.
Timeline
Guest Services Agent
Embassy Suites
2024.05 - Current
Front Desk Supervisor/Night Auditor/MOD
Best Western
2023.11 - 2024.05
Busser/Server
La Paloma Mexican Restaurant
2021.09 - 2023.09
Hostess
La Paloma Mexican Restaurant
2021.06 - 2023.09
Economics - Accounting
Citrus College
High School Diploma -
Pomona High School
- Food Handlers Card
- ROP Customer Service
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