Lori Lopez
Snyder
Summary
Proven Front Desk Agent at Holiday Inn Express Hotel, adept in customer service and cash handling, ensured seamless guest experiences even during peak times. Skilled in resolving issues swiftly, I boosted return visits through exceptional service. My expertise in guest services and problem-solving has been pivotal in maintaining high satisfaction rates.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Holiday Inn Express Hotel
01.2025 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Front Desk Manager
Holiday Inn North
06.2018 - 10.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Education
Associate of Arts - Business
Western Texas College
Snyder Texas05-1991
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
Accomplishments
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants and the casino.
- Mentored newly hired individuals in company processes and procedures which alleviated employee turnover by [Number]%.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Received a job promotion within 10 months of hire date due to outstanding performance.
- Oversaw reservation payments via credit card and cash and had zero errors over the course of 4 years.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 5 staff members.
Certification
- Food Handler Certification - ServSafe or National Restaurant Association.
- CPR Certification - American Heart Association or Red Cross.
- Alcohol Server/Seller Certification - ServSafe Alcohol or TIPS.
- [State] Driver's License
- First Aid Certification
- CPR/AED Certification
- ServSafe Food Handler's Certification
Languages
Spanish
Limited Working
Timeline
Front Desk Agent
Holiday Inn Express Hotel
01.2025 - Current
Front Desk Manager
Holiday Inn North
06.2018 - 10.2023
Associate of Arts - Business
Western Texas College
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