Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Lily Gonzalez

Lily Gonzalez

Concierge Associate
Spring,TX

Summary

Proven hospitality professional with a track record of enhancing guest experiences at First Residential Services. Excelled in conflict resolution and dynamic communication, significantly improving customer satisfaction. Skilled in both administrative support and guest services, demonstrating a strong work ethic and exceptional multitasking abilities. Achieved positive online reviews and repeat business through superior service and efficiency. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Concierge

First Residential Services
03.2023 - Current
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.


Hotel Night Auditor

Crowne Plaza Houston Galleria
06.2022 - Current
  • Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
  • Supported overall hotel operations by performing administrative tasks during slower periods on the night shift.
  • Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
  • Balanced hotel accounts and resolved discrepancies.
  • Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.

Hotel Night Auditor

Crowne Plaza Woodlands
06.2021 - 06.2022
  • Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
  • Supported overall hotel operations by performing ad-hoc administrative tasks during slower periods on the night shift.
  • Generated and printed daily financial reports to track hotel performance.
  • Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.

Front Desk Night Auditor

Best Western Plus JFK
06.2020 - 06.2021
  • Kept accounts in balance and ran daily reports to verify totals.
  • Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Ensured accurate financial transactions for guests by meticulously processing night audit tasks.

Front Desk Agent

Motel 6 Spring Tx
01.2017 - 02.2018
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Education

High School Diploma -

Marque Learning Center
Houston, TX

Skills

  • Customer Service
  • Highly Adaptable
  • Strong Work Ethic
  • Effective problem solving
  • Excellent Multitasking
  • Guest Services
  • Telephone Etiquette
  • Team player mentality
  • Hospitality
  • Exceptional communication
  • Training and mentoring
  • Maintaining Composure
  • Guest experiences
  • Guest Relations
  • Safety Procedures
  • Cash Handling
  • Administrative Support
  • Conflict Resolution
  • Superior organization
  • Office Support
  • Translating

Certification

  • Texas Driver's License

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Concierge

First Residential Services
03.2023 - Current

Hotel Night Auditor

Crowne Plaza Houston Galleria
06.2022 - Current

Hotel Night Auditor

Crowne Plaza Woodlands
06.2021 - 06.2022

Front Desk Night Auditor

Best Western Plus JFK
06.2020 - 06.2021

Front Desk Agent

Motel 6 Spring Tx
01.2017 - 02.2018

High School Diploma -

Marque Learning Center

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Lily GonzalezConcierge Associate