Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Laura Valencia

Las Vegas

Summary

Dynamic customer service professional with extensive experience at Hilton Grand Vacations Club, excelling in problem-solving and cash handling. Proven ability to enhance guest satisfaction through effective communication and upselling techniques. Bilingual in Spanish, fostering strong relationships and ensuring seamless experiences in high-pressure environments. Committed to delivering exceptional service and operational excellence.

Overview

8
8
years of professional experience

Work History

Front Desk Agent

Hilton Grand Vacations Club
09.2024 - Current
  • Managed guest check-in and check-out procedures efficiently.
  • Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
  • Coordinated room assignments and ensured accurate reservation details for incoming guests.
  • Maintained cleanliness and organization of front desk area to enhance guest experience.
  • Assisted in processing payments and managing cash drawer with accuracy.
  • Collected room deposits, fees, and payments.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

PBX Operator

Hilton Grand Vacations Club
04.2024 - 09.2024
  • Managed incoming calls efficiently, directing them to appropriate departments.
  • Operated multi-line phone systems, ensuring seamless communication throughout the organization.
  • Assisted customers with inquiries and provided information on services offered.
  • Maintained accurate call logs for record-keeping and reporting purposes.
  • Ensured a professional and courteous demeanor while handling high call volumes.


Cashier

Tacos El Tapatio
01.2018 - 04.2024
  • Processed customer transactions accurately using POS systems.
  • Maintained cleanliness and organization of checkout area to enhance customer experience.
  • Assisted customers with product inquiries, ensuring satisfaction and retention.
  • Handled cash, credit, and debit transactions efficiently while minimizing errors.
  • Resolved customer complaints effectively, fostering positive relationships and loyalty.
  • Trained new cashiers on operational procedures and customer service best practices.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Provided backup support for other departments when needed, showcasing versatility.

Education

High School Diploma -

Legacy High School
Las Vegas, NV

Skills

  • Customer service
  • Problem-solving skills
  • POS systems
  • Team collaboration
  • Cash handling
  • Fluent in Spanish

Languages

Spanish
Native or Bilingual

Timeline

Front Desk Agent

Hilton Grand Vacations Club
09.2024 - Current

PBX Operator

Hilton Grand Vacations Club
04.2024 - 09.2024

Cashier

Tacos El Tapatio
01.2018 - 04.2024

High School Diploma -

Legacy High School

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