LINA TOSTADO
Los Angeles,CA
Overview
15
15
years of professional experience
Work History
W INSIDER
W HOLLYWOOD
03.2023 - Current
- Updated and implemented new outreach for all Elite guests to ensure a high Elite Appreciation score
- Spearheaded new Welcome Office uniform for Front Desk Agents and Concierge by researching, purchasing, and coordinating to ensure all employees are in compliance
- Coordinated with multiple departments to implemented new VIP Process to ensure a seamless VIP guest arrival
- Developed new amenity program to be used property wide to increase revenue
- Provided exceptional service by going above and beyond to ensure customer satisfaction and retention, which was solidified by the number of positive GSS comments and reviews
- Demonstrated leadership skills in managing projects from concept to completion
ROOM OPERATIONS MANAGER
W HOLLYWOOD
01.2022 - 03.2023
- Assisted in overseeing aspects of both Front Office and Housekeeping Departments to ensure optimal operational efficiency
- Updated and implemented new standard operating procedures to help organize and coordinate associates to provide a consistent level of service throughout the property
- Completed and maintained monthly inventory for the Front Office Department by tracking our supply stock and updating supplies when needed
- Became our property’s Milux Champion to better provide luxury service and to reinforce luxury procedures on property
- Became our property’s GXP Champion to better navigate GXP to assist with the property’s operations.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
FRONT DESK MANAGER
W HOLLYWOOD
07.2019 - 10.2020
- Played a vital role in overseeing front desk operations and department productivity, managing, and driving ADR, room inventory, room sale price-points and modifying them based on business demand
- Amicably resolved complaints and all disputes among employees, members, vendors, and others in a manner benefiting hotel efficiency while simultaneously limiting impact of a resolution on the bottom line
- Formulated and implemented sales initiatives throughout hotel departments via team building and incentive-based programs to drive revenue growth awareness to all employees
- Productively and efficiently performed night audit duties to warrant no financial account discrepancies and prepared the system for the next business day
- Maximized profitability by monitoring the tasks of Front Desk personnel to guarantee delivery of superior guest service and reservation functions
- Improved guest experience by providing top-notch customer service that increased repeat business and built and maintained long-lasting business relationships
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
ROOMS CONTROLLER
W HOLLYWOOD
01.2018 - 07.2019
- Efficaciously handled VIP assignments, pending room communication, executed room moves, and facilitated guest room amenity deliveries warranting optimal Guest service and satisfaction
- Partnered with Revenue Management, Front Desk, and other operational departments with a focus on managing the hotel’s room inventory to maximize revenue and certify accuracy and efficiency
- Continuously increased revenue by blocking VIPs and identified members into upgraded room types while allocating the proper number of rooms to be reserved for upgrades performed by the front desk
- Sustainably improved guest satisfaction and contributed to retention efforts by rapidly handling Out of Order and Out of Service room’s inventory following up with departments such as Housekeeping, Engineering, Front Desk, and Revenue Management team
- Spearheaded and controlled room inventory by maintaining a balance in room types, managing room readiness, and room queue waits.
WELCOME DESK AGENT
W HOLLYWOOD
03.2017 - 01.2018
- Epitomized the business’s current image as the first point of contact with guests, handling all stages of a guest’s stay including managing the registration process, and performing duties in a manner that reflects W Hollywood Hotels mission and core values
- Harnessed up-selling techniques to promote hotel services and facilities and to maximize room occupancy, fortifying company profit generation to new heights
- Achieved maximum customer satisfaction while complying with company procedures by swiftly checking-in and checking-out guests on Lightspeed and responding to inquiries and problems in an expedient, courteous and professional manner
- Enhanced front desk operations by efficiently handling all incoming calls, providing requested information, scheduling appointments, and managing calendar.
SUPERVISOR & LEAD SERVER
VICTORIO’S RISTORANTE
01.2009 - 03.2017
- Accelerated individual and team outcomes by monitoring and training service team members on suggestive selling methods and ongoing revenue growth by enhancing beverage, appetizer, add-on, and dessert efficiencies
- Addressed customer complaints in a timely and professional manner while promoting satisfaction, which increased overall recurring business
- Memorized the restaurant's product offerings; contributed to a general sales increase by conveying product benefits and providing excellent service
- Surpassed customer service ratings through guest service recovery by effectively training and mentoring new servers on restaurant policies, serving techniques, customer service cash balancing and money handling procedures.
Education
Associate of Science - Recreation And Tourism Management
California State University, Northridge
Northridge, CASkills
- Guest & Vendor Satisfaction
- Relationship Cultivation
- Effective Management Techniques
- System & Process Improvements
- Advanced Problem Solving
- Cross Functional Collaboration
- Skilled Communicator
- Workflow & Project Management
- Internal & External Communications
- Front Desk Operations & Guidance
- Revenue Growth & Sales Techniques
- Productivity Optimization
Timeline
W INSIDER
W HOLLYWOOD
03.2023 - Current
ROOM OPERATIONS MANAGER
W HOLLYWOOD
01.2022 - 03.2023
FRONT DESK MANAGER
W HOLLYWOOD
07.2019 - 10.2020
ROOMS CONTROLLER
W HOLLYWOOD
01.2018 - 07.2019
WELCOME DESK AGENT
W HOLLYWOOD
03.2017 - 01.2018
SUPERVISOR & LEAD SERVER
VICTORIO’S RISTORANTE
01.2009 - 03.2017
Associate of Science - Recreation And Tourism Management
California State University, Northridge
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