Luisa Delagdo
Ventnor City,United States
Summary
Knowledgeable Front Desk Supervisor passionate about improving team productivity and maximizing guest satisfaction. I Excel in fast-paced environments with motivational management style. Adept at managing guest expectations with motivational management style, hotel reputation and business needs. Multitasker and clear communicator with 16 years in hospitality industry and front desk team of guest service specialists. Polite and positive with exceptional telephone etiquette. Easily adaptable to high-pressure, dynamic situations.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
Sheraton Hotel & Convention Center
06.2019 - Current
- Providing information about policies and procedures to our guest via telephone, email or in person.
- Scheduled and assigned daily work and activities for team members.
- Collaborating with team members to handle guest requirements from check-in through check-out.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Inputting numeric data, Cashiering, counting staff banks at the end of their shifts.
- Verifying documents such as Government ID, employee ID and Corporate ID for special rates.
Reservations Supervisor
Sheraton Hotel & Convention Center
10.2017 - 06.2019
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Resolved various issues and discrepancies for customers.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Managed online booking inquiries and assisted guests and travel partners.
- Worked closely with front desk to achieve full occupancy of property.
- Answered multiple phone lines and online chats.
- Daily use of the Sertifi system to verify payments online.
- Verifying Government IDs, Corporate IDs and Employee IDs for special pricing reservations.
Phone Operator
Sheraton Hotel & Convention Center
06.2015 - 10.2017
- Pleasantly greeted all callers and asked how to be of assistance.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Answered average of 60 plus calls per day and directed to appropriate departments and personnel.
- Used company's paging system to immediately contact specific personnel.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Education
High School Diploma -
Atlantic City High School
Atlantic City, NJ06.2004
Skills
- Administrative Skills
- Report Preparation
- Property Management Systems
- Maintaining Clean Work Areas
- Personnel Management
- Employee Performance Reviews
- Problem-solving skills
- Cash Handling
- Telephone Etiquette
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
Sheraton Hotel & Convention Center
06.2019 - Current
Reservations Supervisor
Sheraton Hotel & Convention Center
10.2017 - 06.2019
Phone Operator
Sheraton Hotel & Convention Center
06.2015 - 10.2017
High School Diploma -
Atlantic City High School
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