Lesley Ann Leopando
O'Fallon,IL
Overview
13
13
years of professional experience
Work History
Front Desk Receptionist
TownePlace Suites By Marriott
O'Fallon, IL
04.2019 - Current
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Trained new team members on company procedures, customer service and issue resolution.
- Resolved customer problems and complaints.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
Guest Relation Officer
Holiday Inn Express
O'Fallon, IL
12.2015 - 08.2018
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
- Developed strong rapport with frequent guests, building trust and encouraging brand loyalty.
- Provided timely assistance with any issues that arose during a guest''s stay, ensuring quick resolution of problems.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Met customer call guidelines for service levels, handle time and productivity.
Front Desk Assistant
Candlewood Suites Hotel
O'Fallon, IL
12.2015 - 12.2016
- Provided exceptional service through efficient handling of guest complaints, resulting in repeat business and positive reviews.
- Contributed to increased revenue by promoting hotel amenities, upselling available rooms, and offering personalized recommendations.
- Collaborated with housekeeping staff to ensure timely room availability and resolve any guest issues or special requests.
- Assisted management in maintaining room inventory and coordinating reservations to maximize occupancy rates.
Front Desk Receptionist
Holiday Inn Fairview
Fairview Heights, IL
12.2010 - 11.2015
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
Education
Bachelor of Science - Computer Science
Colegio De San Juan De Letran
Calamba City Philippines04.2000
Skills
- Data Entry Proficiency
- Local Attraction Knowledge
- Team Member Development
- Guest Communication
Timeline
Front Desk Receptionist
TownePlace Suites By Marriott
04.2019 - Current
Guest Relation Officer
Holiday Inn Express
12.2015 - 08.2018
Front Desk Assistant
Candlewood Suites Hotel
12.2015 - 12.2016
Front Desk Receptionist
Holiday Inn Fairview
12.2010 - 11.2015
Bachelor of Science - Computer Science
Colegio De San Juan De Letran