Malakai Lance
Tucson,AZ
Summary
Customer Service and Sales Professional experienced in high-volume customer interactions and front desk operations. Enhanced guest satisfaction through effective communication and collaboration with housekeeping and management while maintaining compliance with hotel procedures. Delivered operational support across diverse environments, ensuring smooth processes in reservations, payments, and service issue resolution.
Overview
6
6
years of professional experience
Work History
Front Desk Agent / Lead Breakfast Attendant
Holiday Inn Express & Suites Oro Valley
03.2026 - Current
- Serve as a front desk agent and primary point of contact for hotel guests, providing professional and welcoming customer service.
- Handle guest check-ins and check-outs, reservations, room assignments, guest requests, and account/payment inquiries.
- Responded to guest questions and concerns, resolved service issues, and coordinated with housekeeping and management to ensure high levels of guest satisfaction.
- Maintain accurate guest records and follow hotel procedures for reservations, payments, keys, privacy, safety, and security.
- Lead breakfast operations, including setup, food and beverage preparation, replenishment, presentation, and maintaining a clean, organized breakfast area.
- Monitor breakfast supplies and inventory, restocked products, adhered to food-safety and sanitation standards, and assisted guests to enhance their dining experience.
- Open and close breakfast service efficiently while maintaining consistent quality, cleanliness, and guest-service standards.
- Balanced multiple priorities in a fast-paced hotel environment while supporting team members and facilitating smooth daily operations.
Sales Representative / Customer Care Representative
Mister Car Wash
08.2025 - 03.2026
- Provide customer-focused sales and membership support while communicating services, account options, and company policies clearly.
- Processed membership cancellations, refunds, and account changes, ensuring clear understanding of subscription terms and company policies.
- Delivered customer-focused sales and membership support, effectively communicating services, account options, and company policies.
- Process membership cancellations, refunds, and account changes while explaining subscription terms and company policies.
- Documented customer interactions in internal systems to maintain accurate records.
- Collaborated with a 17-member customer care team to achieve service-level goals.
Front Desk Receptionist
Hilton
07.2023 - 08.2025
- Facilitated guest interactions by efficiently managing reservations, check-ins/check-outs, and addressing requests to enhance overall guest experience.
- Collaborated with hotel departments to resolve issues and ensure high levels of guest satisfaction.
- Provided a warm greeting to guests upon arrival, and delivered warm Hilton hospitality at front desk
- Answered phone calls and routed guest requests to proper departments
- Handled phone inquiries to assist guests with their needs. to ensure guest needs were met. and routed guest requests to proper departments
Pool Technician
E-Konomy Pool Service
11.2022 - 07.2023
- Maintained residential and commercial pools, ensuring compliance with safety standards and optimal sanitation.
- Balanced chlorine, pH, and chemical levels for customer pools.
- Cleaned skimmers, filters, pumps, and pool surfaces during service visits.
- Evaluated condition of pool equipment during routine maintenance checks. and water conditions for E-Konomy Pool Service routes.
Barista
Starbucks
09.2020 - 07.2021
- Prepared Starbucks handcrafted beverages following company recipes and standards
- Prepared a variety of handcrafted beverages according to Starbucks standards while delivering attentive, customer-focused service.
- Greeted customers and supported friendly café service
- Welcomed customers to café with a friendly smile. Supported friendly café service
Education
Highschool Diploma -
Compass Highschool
Tucson, AZSkills
- Front desk operations
- Check-In & Check-Out
- Reservations
- Guest Relations
- Guest Requests
- Complaint resolution
- De-escalation
- Sales support
- Account management
- Payment reconciliation
- Point of Sale Systems
- Reservation Software
- Property management
- Reservation management
- Food Service Management
- Hygiene Standards
- Team leadership
- Team collaboration
- Conflict resolution
- Payment reconciliation
Timeline
Front Desk Agent / Lead Breakfast Attendant
Holiday Inn Express & Suites Oro Valley
03.2026 - Current
Sales Representative / Customer Care Representative
Mister Car Wash
08.2025 - 03.2026
Front Desk Receptionist
Hilton
07.2023 - 08.2025
Pool Technician
E-Konomy Pool Service
11.2022 - 07.2023
Barista
Starbucks
09.2020 - 07.2021
Highschool Diploma -
Compass Highschool