Liliauna Lucas
Bend,OR
Summary
Highly motivated individual who has extensive experience with customer service. Great communication skills and always ready to learn and adapt to different situations. Graduated high school with a 4.0 grade point average and ended my most recent college school year with a 3.87 grade point average. Working towards a Bachelor of Science in Sociology with a minor of psychology, I have a passion for learning about interpersonal communication and how people interact with one another. With this knowledge gained from experiences and college courses I am able to handle difficult situations well while providing an atmosphere where customers feel they are being understood and valued.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Double Tree Hilton - Eric Rock
06.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations, identification and payment information of each guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Used internal software to process reservations, check-ins and check-outs.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Maintained clean and organized front desk areas.
- Restocking of market and other front desk necessities.
- Received and confirmed different forms of payments for guests purchases and room balances while using security practices per Hilton standards.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved issues, complaints and used deescalation practices during communication with guests to solve issues while keeping guests satisfied.
- Work with other front desk agents, housekeeping and maintenance to ensure smooth processes.
Front Desk Agent
Element Hotel - Eric Rock
01.2022 - 02.2023
- Greeted visitors and customers upon arrival, offered assistance, build rapport and gave each guest my complete attention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding hotel amenities and functions.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Trained new staff members in customer service techniques and hotel operations.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Veterinary Kennel Technician
Central Oregon Animal Hospital - Emily Polzel
12.2020 - 01.2022
- Kept up with the numerous cleaning duties of a veterinary clinic. This included: sweeping, mopping, dusting, laundry, restocking supplies, rotating items to maintain efficient operations and prevent expiration of perishable goods and sanitization of the surgery rooms, before and after operations.
- Assisted veterinarians in multiple surgeries and the animal's preparation for surgery, which included sedation, starting an I.V. and intubation.
- Spoke to owners of pets to perform pet patient intake to gain necessary information concerning health, behaviors, potential allergies and other details to provide complete records and methods of owner contact.
- Worked eight to ten -hour shifts with oversight of the cleaning and efficiency of intake and outtake of animals
- Followed an effective process for customer service to discharge animals and deliver medication to owners.
Hostess
Red Robin
05.2020 - 11.2020
- Monitored front entrance for new guests while assisting servers by taking and delivering orders, as well as busing tables when needed.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Used cash registers and credit card machines to cash out customers.
- Stayed in open communication with kitchen team and servers to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Took reservations and to-go orders by phone, informed guests of accurate answers to their questions and provided a wide range of customer service.
Youth Coach
Cascade Indoor Sports
06.2019 - 09.2019
- Mentored youth while coaching the basics of soccer.
- Worked patiently with young children and made accommodations to their needs.
- Created a welcoming atmosphere for both the parents and children by expressing enthusiasm, thoughtfulness and encouraging ambitions.
- Performed basic cleaning needs, such as: emptying trash, sanitizing all different services and vacuuming.
- Worked with other coaching mentors to plan activities and coordinate daily tasks.
Front of House Team Member
Trampoline Zone - Matt Wessels
10.2018 - 05.2019
- Established welcoming atmosphere by greeting each guest warmly.
- Trained new staff in front-of-house procedures, customer relations, cleaning and party hosting.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses.
- Worked closely with shift managers to solve problems and handle customer concerns.
- Had an immense amount of interactions with customers and treated them with kindness, professionalism, and hospitality.
- Prepared dining room for special upcoming functions by decorating and generating specific group accommodations.
Education
Bachelor of Science - Sociology
Oregon State University
Bend, ORBachelor of Science - Sociology
Linfield University
McMinnville High School Diploma -
Bend Senior High School
Bend, OR06.2021
Skills
- Excellent customer service
- Strong communication skills
- Extremely cooperative
- Hospitality Service
- Time Management
- Great ability to adapt to situations
- Determination to learn
- Focused decision making
- Highly disciplined and patient
- Works well with others
Timeline
Front Desk Agent
Double Tree Hilton - Eric Rock
06.2023 - Current
Front Desk Agent
Element Hotel - Eric Rock
01.2022 - 02.2023
Veterinary Kennel Technician
Central Oregon Animal Hospital - Emily Polzel
12.2020 - 01.2022
Hostess
Red Robin
05.2020 - 11.2020
Youth Coach
Cascade Indoor Sports
06.2019 - 09.2019
Front of House Team Member
Trampoline Zone - Matt Wessels
10.2018 - 05.2019
Bachelor of Science - Sociology
Oregon State University
Bachelor of Science - Sociology
Linfield University
High School Diploma -
Bend Senior High School
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