Maria Lynn Gonzalez

Hotel Front Desk Supervisor

DoubleTree Claremont

02.2018 - Current

Hired and trained new employees, demonstrating best methods for serving clients and guests.
Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Confirmed important personal and payment information for compliance with security and payment card industry standards.
Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
Collected room deposits, fees, and payments.
Solicited and reviewed guest feedback and promptly resolved complaints.
Confirmed relevant guest information and payment methods to prevent fraud.
Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Established and upheld high standards, promoting great customer service and assistance to guests.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Resolved service-related problems and documented actions in system.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
Oversaw fast-paced front desk operations and guests' needs at busy facility.
Trained staff to provide excellent customer service, apply best practices and comply with procedures.