Lorena Cortez
PALM SPRINGS
Summary
Dynamic business owner with a proven track record at World Mark Resort, excelling in customer service and issue resolution. Recognized for enhancing guest satisfaction and driving repeat business through attentive service and strategic budgeting. Adept at fostering strong customer relationships while managing financial operations to ensure fiscal responsibility.
Overview
28
28
years of professional experience
Work History
Business Owner
Communication Plus^+ Interpreter Services
01.2012 - Current
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
Guest Service Manager /Gift Shop Manager
World Mark Resort
05.1997 - 08.2011
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Oversaw lobby operations and concierge services.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Understood and implemented safety and emergency procedures.
- Monitored staff training, scheduling and shift changes.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
- Maintained and troubleshot hotel property management systems.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Created and managed accurate occupancy forecasts and budgets.
Education
No Degree - Physiology
College of The Desert
Palm Desert, CASkills
- Customer service
- Customer relations
- Attention to detail
- Driven and determined
- Issue resolution
- Cost control and budgeting
- Sales development
Languages
Spanish
Timeline
Business Owner
Communication Plus^+ Interpreter Services
01.2012 - Current
Guest Service Manager /Gift Shop Manager
World Mark Resort
05.1997 - 08.2011
No Degree - Physiology
College of The Desert
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