Kelli Nunez
Woodland Hills,CA
Summary
Detail-oriented Room Reservations Agent skilled in managing high call volumes and building rapport with guests. Experienced in hotel operations and committed to enhancing guest satisfaction through effective communication.
Overview
11
11
years of professional experience
Work History
Room Reservations Agent
Four Seasons Beverly Wilshire
Beverly Hills, CA
10.2024 - Current
- Manages reservation inquiries via phone, email, and chat.
- Processes cancellations or modifications professionally, minimizing financial impact on the hotel while retaining guest goodwill whenever possible.
- Handles high volumes of calls and emails, managing multiple reservations simultaneously while maintaining attention to detail.
- Developed strong rapport with guests through excellent communication skills, leading to repeat business and referrals.
- Works closely with housekeeping and other departments to address specific guest preferences or concerns related to room assignments, cleanliness standards, and other multiple issues.
- Assists with In-Room Dining orders, with prompt efficiency and attention to detail
- Processes daily Reservation reports for incoming guests
PBX Hotel Operator
Four Seasons Hotel Houston
Houston, TX
05.2021 - 10.2024
- Coordinated communication between departments to ensure seamless guest experiences and satisfaction.
- Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
- Received incoming calls and paged individuals and departments over PA system.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Processed in-house reports for the upcoming day.
- Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
- Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
- Was the sole PBX operator during the overnight shift.
Lead Hostess/ Trainer
Free Range Concepts
Houston, TX
05.2017 - 05.2021
- Coordinated reservations and seating arrangements, optimizing table turnover for peak service times.
- Collaborated with kitchen and wait staff to streamline communication during high-volume service periods.
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Regularly reviewed and updated menu knowledge, enabling prompt and accurate responses to guest inquiries.
- Upheld cleanliness standards throughout the front-of-house area, contributing to the overall ambience of the establishment.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
Lead Hostess/ Head Trainer
Del Frisco's Restaurant Group Inc.
Houston, TX
08.2015 - 05.2017
- Coordinated seating arrangements to optimize guest flow and enhance dining experience.
- Trained and mentored new host staff on operational procedures and customer service standards.
- Managed reservations and waitlists using OpenTable to ensure efficient table turnover.
- Collaborated with management to implement improvements in guest service protocols.
- Oversaw daily host operations, ensuring adherence to hospitality best practices and standards.
- Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
- Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
- Developed strong rapport with guests, leading to a high rate of return visits and positive reviews.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Seated patrons based on guest preferences and seating availability.
Education
Communications
Lamar University
Beaumont, TXSkills
- Phone and email etiquette
- Building rapport
- Upselling strategies
- Multitasking
- Attention to detail
- Computer skills
- Active listening
- Verbal and written communication
- Hotel industry experience
Accomplishments
Awarded Employee of the Month- January 2016
Promoted to Hostess Trainer- February 2016
Recipient of Company FEED pin. Far Exceeding Expectations Daily. October 2016
Promoted to Lead Hostess- November 2016
Promoted to Lead Hostess- November 2017
Promoted to Head Trainer- June 2018
Nominated for Employee of the Month- September 2023
Nominated for Employee of the Month- February 2026
Affiliations
Phi Theta Kappa member since 2003
Timeline
Room Reservations Agent
Four Seasons Beverly Wilshire
10.2024 - Current
PBX Hotel Operator
Four Seasons Hotel Houston
05.2021 - 10.2024
Lead Hostess/ Trainer
Free Range Concepts
05.2017 - 05.2021
Lead Hostess/ Head Trainer
Del Frisco's Restaurant Group Inc.
08.2015 - 05.2017
Communications
Lamar University