Laura Chavez

• Proficient in managing concierge and front desk operations to ensure a seamless and personalized experience for guests.
• Committed to upholding the reputation and standards of esteemed luxury brands in the hospitality industry.
• Contributed to hotel staff to provide support during challenging periods.

• Hybrid Work from Home and on Property to attend meetings as needed
•Monitor and analyze Inventory controls. This includes monitoring
of Group Blocks, determining cut off dates and Rate Restrictions.
•Cross-train front office staff to understand selling strategies,
handle and manage reservations. Monitor performance and give
feedback according to established standards and goals.
•Act as liaison to Central Reservations Office, communicate the
most up-to-date information of the property.
•Monitor specific accommodations to ensure consistency in
customer needs and handle group rooming lists.
•Maintain current and accurate knowledge of events happening inthe surrounding area / city.

• Achieved average of 88% on Medallia Heartbeat scores for 2021
(guest love)
.• Created Best Practices for the front desk team to train the staff
and to ensure consistency throughout each shift.
• Purchased all front office inventory and processed invoices
alongside the accounting team.
• Created additional incentive programs to motivate the front
office team to achieve #1 top hotels in Orange county and
Huntington beach on TripAdvisor

• Prepare Room revenue and occupancy forecast take action on
rate strategies

• Prepare staffing schedules, complete payroll
• Take personal responsibility for correcting customer service
problems
• Prepare and conduct Front Desk meetings and meetings and
resolve issues

• Assist the Front Desk Manager to evaluate levels of guest satisfaction and monitor trends, with a focus on continuous
improvement

• Assisted with the daily supervision of the Front Desk operations
• Managed and monitored the hotel guest service functions •
Monitored and adjusted front desk labor as business dictated
• Primarily responsible for controlling daily room's inventory,
maximizing based strategies for the day
• Trained front desk agents on front desk procedures and Coyle
Standards

• Proficient in hotel systems such as Lightspeed and Micros
• Used critical thinking skills and tools provided to resolve guest
concerns in a timely manner during and after their stay provided
compensation if needed
• Trained new hires on Standard Operation Procedures, Lightspeed
and Micros

• Provided feedback to agents regarding performance,
systems and customer service
• Performed same duties as Front Desk Agents monitoring and
supervising the completion of daily checklist tasks

• Created Front Office training binder
• Helped the front desk team attain a 197% growth in room
upsells in revenue in 2013
• Trained new hires on Standard Operation Procedures, PMS
(Opera) ship and local area information
• Ensure the front desk agents were equipped with tools to
provide exceptional guest service and create a memorable
experience
• Collaborated with the front desk supervisor in creating and
maintaining all Guest service communication boards
• Ensured that the service standards were consistently met by the
team
• Ensured all incoming calls were answered. Directed calls to the
proper department as need (tours, restaurant & hotel reservations)