Katy Mendoza
Miami,USA
Summary
Proven leader in hospitality management, excelling in guest service and operational efficiency at The Gate by Hilton. Leveraged Adobe Creative Suite and exceptional verbal communication to enhance guest experiences, achieving a notable increase in customer satisfaction. Skilled in team building and revenue forecasting, consistently meeting organizational goals.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
East Miami, Hotel
06.2024 - 08.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Monitored hotel's budget and financial records.
Assistant Manager
The Gate by Hilton
09.2021 - 10.2022
- Completed inventory audits to identify losses and project demand
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Organized schedules, workflows and shift coverage to meet expected business demands
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Delegated daily tasks to team members to optimize group productivity
- Directed and led employees, supervising activities to drive productivity and efficiency
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity
- Delegated tasks to team members based upon skill level and to achieve organizational goals
- Interviewed prospective employees and provided input to HR on hiring decisions
- Resolved customer inquiries and complaints requiring management-level escalation
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Front Desk Agent
dream hotel
12.2020 - 08.2021
- Answered telephones and greeted visitors to assist, answer questions and direct
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management
- Completed end-of-day reporting and balanced registers to maintain financial accuracy
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities
- Posted charges, updated accounts and issued bills to departing guests
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service
- Coordinated with internal departments to handle wide range of guest needs
- Stayed current on local attractions and special events to help guests with entertainment options
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities
- Handled payment processing and provided customers with receipts and proper bills and change
- Supervised daily operations of hotel front desk in absence of manager
- Input customer data into reservation systems and updated to reflect room changes
- Leveraged software to confirm reservations and address guest needs
- Responded to inquiries and room requests made online, by phone and via email
- Facilitated successful front desk operations for high-volume hotel
- Communicated safety processes and procedures with customers during emergencies
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Received incoming calls and coordinated with staff to fulfill customer requests
- Offered dining information and helped guests organize local activities to enhance stay
- Showed off dining areas, pool, spa and fitness center to prospective and current guests
Reservation Agent
Hilton Cabana
01.2019 - 12.2020
- Verified guest information and payment options ensuring accuracy and completeness
- Researched and resolved customer issues
- Suggested amenities suited to clients' needs
- Reviewed guest information and payment options, checking for accuracy and completeness
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Kept accurate knowledge of types of rooms available at various resort locations
- Relayed information on availability, pricing and discounts to customers
- Coordinated with front desk staff to maintain maximum occupancy
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets
- Coached staff on strategies to enhance performance and improve customer relations
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries
- Took reservations from patrons by phone or online
- Built and maintained productive relationships with employees
- Leveraged ( OPERA ,ALEX NQ, MICROSOT ADOBE ,PDF, ) skills to input and compile data gathered from various sources
Education
High School Diploma -
Coral Gables, FL08.2013
Skills
- Product and Service Knowledge
- Sales Monitoring
- Problem Resolution
- Verbal and Written Communication
- Documentation and Reporting
- Hiring and Training
- Teamwork and Collaboration
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Complex Problem Solving
- Training and Development
- Employee Coaching and Motivation
- Budget Management
- Team Leadership
- Team Building
- Performance Tracking and Evaluation
- Administration and Reporting
- Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
- Business Development
- Staff Training
- Goal Setting
- Revenue Forecasting
- Recruitment and Hiring
- Customer Rapport
- Microsoft Office Expertise
- Customer Relations
- Staff Development
- Hospitality services
- Guest accommodations
- Reservation Systems
- Front Desk Management
- Reservations
Training
- Hilton Management Training Online Program
- Additional Coursework in hospitality and hotel management
- Hotel operation
- Catering and Banquet management
- Hotel and Restaurant financial management
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Front Desk Agent
East Miami, Hotel
06.2024 - 08.2024
Assistant Manager
The Gate by Hilton
09.2021 - 10.2022
Front Desk Agent
dream hotel
12.2020 - 08.2021
Reservation Agent
Hilton Cabana
01.2019 - 12.2020
High School Diploma -
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