Lori Monticello
Casselberry
Summary
Dedicated and passionate guest service leader with more than14 years of experience in both the customer service and hospitality. Consistently fosters positive relationships with guests by anticipating needs, creating memorable experiences, addressing and resolving issues, and following-up to ensure total guest satisfaction. Expert trainer and up-to-date on CRM best practices for hospitality practices and procedures.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Guest Services Agent
Hilton Grand Vacations Club
06.2024 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Front Desk Supervisor
Riverside Hotel
03.2018 - 04.2024
- Supervise, train, and manage front office, reservations, bell staff, and valet employees
- Resolve and document any negative guest experiences
- Assist management in creating new SOPs based on common feedback in order to enhance scores and streamline processes
- Control room inventory and use revenue management techniques such as encouraging cross-selling and up-selling in order to raise ADR and overall revenue for the hotel and restaurants
Guest Services Agent
Riverside Hotel
04.2018 - 12.2022
- Provide excellent customer service through guest interaction during the check-in and out process resulting in higher GSS scores
- Communicate between departments to ensure all guests’ request and issues are resolved in a prompt and efficient manner and following up with guest’s to ensure guest satisfaction is achieved
- Offer guest’s special experiences during their stay by way of suggestively selling on-site restaurants and local partnered eateries, activities, and attractions
Deli Clerk
BJ's Wholesale Club
07.2009 - 04.2018
- Fulfill orders and requests in a friendly and expedited manner
- Inventory, maintain, and replenish stock as needed
- Liaise with other team members to ensure all duties are completed
Education
Associate's of Science - Hospitality and Tourism
Broward Community College
High School Diploma -
Sheridan Technical College
Hollywood, FL05-2009
Skills
- Guest communication
- Listening skills
- Writing and verbal communication
- Check-in and Check-out procedures
Certification
- CPR/AED
- Human Resources Certificate
- Hospitality Trainer
Languages
English (Native)
Spanish (Intermediate)
Awards
Employee of the Month: September2021, Pineapple of the Month: September2021, Pineapple of the Year:2022, Laudable Award Winner – Greater Fort Lauderdale: March2023
Affiliations
AHLA (American Hotel and Lodging Association)
Timeline
Guest Services Agent
Hilton Grand Vacations Club
06.2024 - Current
Guest Services Agent
Riverside Hotel
04.2018 - 12.2022
Front Desk Supervisor
Riverside Hotel
03.2018 - 04.2024
Deli Clerk
BJ's Wholesale Club
07.2009 - 04.2018
- CPR/AED
- Human Resources Certificate
- Hospitality Trainer
Associate's of Science - Hospitality and Tourism
Broward Community College
High School Diploma -
Sheridan Technical College
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