Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Leslie Rivas

Phoenix,AZ

Summary

Assistant Front Office Manager with proven expertise in reservations and team leadership. Focused on enhancing front desk operations and promoting teamwork to improve guest satisfaction. Demonstrates strong clerical skills and effective team support. Experienced in managing diverse team schedules and executing various operational tasks.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Assistant Front Office Manager

Hilton Grand Vacations
Scottsdale, AZ
02.2023 - Current
  • Assisted in managing reservations using Hilton Grand Vacations systems.
  • Supervised front desk staff to ensure smooth workflow and service quality.
  • Coordinated daily front office operations to enhance guest experiences.
  • Trained new team members on front office procedures and customer service standards.
  • Handled guest inquiries and resolved issues promptly to maintain satisfaction.
  • Implemented process improvements to optimize front desk efficiency and communication.
  • Supported the Front Office Manager in scheduling staff shifts and assignments.
  • Maintained inventory of supplies for front office operations and guest services.
  • Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
  • Investigated customer complaints and took corrective action when necessary.
  • Performed cashiering duties such as handling payments from customers.
  • Ensured that all staff members were properly trained on hotel policies and procedures.

Rooms Controller/Supervisor/Inspector/Manager

RHousekeeper
Scottsdale, Arizona
01.2020 - 02.2023
  • Managed room assignments and ensured optimal utilization of available accommodations.
  • Trained new staff on room control procedures and customer service standards.
  • Communicated effectively with front desk to manage bookings and special requests.
  • Conducted regular inspections to verify room quality and adherence to standards.
  • Oversaw inventory management of linens, supplies, and equipment for operational efficiency.
  • Facilitated communication between departments to enhance overall guest satisfaction levels.
  • Ensured compliance with safety regulations and procedures.
  • Handled customer complaints professionally in accordance with company policies.

Call Center Representative

Teleperformance
Hermosillo, Sonora
07.2018 - 07.2019
  • Managed high-volume inbound calls to provide customer support and resolve issues.
  • Assisted customers with product inquiries and guided them through troubleshooting steps.
  • Collaborated with team members to improve service delivery and share best practices.
  • Utilized CRM software to track customer interactions and update account information.

Education

High School Diploma -

CBTis 11
Hermosillo, Sonora, Mexico
08-2019

Skills

  • Reservation management
  • Front office operations
  • Staff scheduling
  • Customer complaint resolution
  • Customer relationship management
  • Team training
  • Quality assurance
  • Attention to detail
  • Time management
  • Conflict resolution
  • Inventory management
  • Customer service
  • Data inputting
  • Guest check-in and out procedures
  • Cash handling accuracy
  • Room assignment coordination
  • Employee supervision
  • Fluent in English and Spanish

Certification

  • CPR certified

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Assistant Front Office Manager

Hilton Grand Vacations
02.2023 - Current

Rooms Controller/Supervisor/Inspector/Manager

RHousekeeper
01.2020 - 02.2023

Call Center Representative

Teleperformance
07.2018 - 07.2019

High School Diploma -

CBTis 11

Similar Profiles

CREATE PROFILE