Lailani Raneses
Hayward,CA
Summary
Reliable Front desk agent well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Hotel Front Desk Agent
Heritage Inn Express / Best Western Inn Of Hayward
Hayward, CA
10.2010 - Current
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Streamlined reservation processes for improved booking experience and increased room occupancy rates.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Maintained strict confidentiality regarding sensitive guest information as per company policy guidelines.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Implemented marketing and promotional initiatives to increase occupancy.
Education
High School Diploma -
Nueva Ecija High School / Everest College
Nueva Ecija, Philippines / Hayward CA03.1984
Bachelor of Science - Commers Major in Management
Araullo University Philippines
Cabanatuan City, Philippines 1984 - 1988
Skills
- Infection Control
- Cleaning Techniques
- Customer Service
- Restroom Detailing
- Guest Relations
- Supply Inventory Management
- Cleaning Bathrooms
- Vacuuming and Sweeping
- Physically Strong
- Excellent Oral and Written Communication
- Hospitality Background
- Waste Disposal
Timeline
Hotel Front Desk Agent
Heritage Inn Express / Best Western Inn Of Hayward
10.2010 - Current
Bachelor of Science - Commers Major in Management
Araullo University Philippines
1984 - 1988
High School Diploma -
Nueva Ecija High School / Everest College
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