Mariela Lupercio
Oceanside,California
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Front Desk Lead
Homewood Suites
Carlsbad, CA
11.2023 - Current
- Responded promptly to all emails or phone calls from customers.
- Ensured smooth check-in and check-out processes for guests by verifying reservations and payment methods.
- Provided excellent customer service at all times while maintaining professional attitude with guests and colleagues alike.
- Assisted with luggage storage and delivery when needed.
- Maintained an organized front desk area including lobby area and reception counter.
- Monitored inventory of supplies used at the front desk.
- Prepared weekly schedules for Front Desk staff according to occupancy levels.
- Reviewed daily shift assignments for accuracy prior to start of shift.Handled payment processing and provided customers with receipts and proper bills and change.
- Resolved customer complaints in a timely manner.
Front Desk Host
Hyatt Seabird Resort and Spa
01.2023 - 11.2023
- Greeted guests upon arrival and provided exceptional customer service.
- Assisted customers with check-ins and check-outs, including taking payments, issuing receipts, and providing information about hotel amenities.
- Performed administrative tasks such as filing paperwork, entering data into systems, and updating records.
- Provided concierge services to guests such as restaurant recommendations or booking transportation.
- Ensured that all areas of the front desk were kept clean and organized at all times.
- Posting charges to appropriate guests accounts
- Anticipating and addressing guests needs, resolving their problems and complaints
- Resolved customer complaints in an appropriate manner while maintaining a professional attitude.
- Collaborating and communication with internal departments to ensure guest satisfaction
- Handled cash register operations accurately throughout shift according to company policies and procedures.
- Collaborated with other departments within the hotel organization to provide excellent guest service experiences.
- Input and confirmed reservations for guests.
- Kept records of room availability and guest accounts, manually or using computers.
Valet Coordinator
Park Hyatt Aviara
11.2021 - 01.2023
- Greeted customers and opened doors for them upon arrival.
- Assisted customers with their luggage to and from their vehicles.
- Provided parking services in a timely manner, including valet parking, self-parking, and shuttle services.
- Managed the flow of traffic around the property by directing cars to available spaces.
- Ensured payment was collected from customers before returning keys or releasing vehicles.
- Maintained cleanliness of all areas used for valet operations, including lobby, driveways, and parking lots.
- Utilized proper safety protocols when operating motor vehicles or handling customer belongings.
- Attended staff meetings as required by management.
- Performed miscellaneous job-related duties as assigned by supervisor.
- Greeted guests and answered questions about valet service, directions and local attractions.
- Issued ticket stubs and gave customers matching stub for locating parked vehicles.
Front Desk Lead
Cape Rey a Hilton Resort and Spa
Carlsbad
06.2019 - 05.2022
- Greeted and welcomed guests to the hotel.
- Trained new front desk staff in customer service and telephone etiquette.
- Answered inquiries from guests regarding restaurants, transportation, entertainment.
- Assigned rooms, issued keys, and provided information on hotel services.
- Processed cash payments and credit card transactions accurately and efficiently.
- Resolved customer complaints in a timely manner.
- Ensured smooth check-in and check-out processes for guests by verifying reservations and payment methods.
- Provided excellent customer service at all times while maintaining professional attitude with guests and colleagues alike.
- Assisted with luggage storage and delivery when needed.
- Monitored inventory of supplies used at the front desk.
- Handled administrative duties such as filing paperwork and preparing reports.
- Reviewed daily shift assignments for accuracy prior to start of shift.
- Enforced safety regulations among employees in order to maintain safe working environment.
- Communicated effectively with other departments within the hotel as necessary.
- Posted charges, updated accounts and issued bills to departing guests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Restaurant Server
IHOP
Oceanside, CA
06.2017 - 07.2021
- Attended to guests needs in a timely manner, ensuring satisfaction throughout their dining experience.
- Provided menu recommendations and answered questions regarding food ingredients and preparation methods.
- Recorded orders accurately into the Point of Sale system.
- Greeted and seated customers promptly, courteously, and professionally.
- Complied with safety procedures when handling food items or cleaning materials.
- Maintained positive relationships with co-workers and customers alike through friendly communication.
- Delivered beverages, appetizers, entrees, and desserts to guests in an efficient manner.
- Checked back with guests periodically to ensure satisfaction with food and service.
- Followed up on guest requests in a timely manner.
- Assisted with stocking supplies such as napkins and silverware for dining areas.
Front Desk Agent/ Front Desk Lead
Hyatt House
Carlsbad
08.2018 - 06.2019
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Maintained cleanliness of lobby area at all times.
- Inputted guest information into computer system accurately and securely.
- Monitored security cameras in lobby area as needed.
- Assisted with luggage handling for incoming guests.
- Kept accurate records of guest transactions.
- Managed cash drawer responsibly throughout shift.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Sales Associate
Tillys
Oceanside
08.2016 - 09.2018
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Built relationships with customers to encourage repeat business.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Handled customer complaints in a professional manner.
- Maintained cleanliness of store environment including floors, windows, displays.
- Helped customers find specific products, answered questions and offered product advice.
- Worked with fellow sales team members to achieve group targets.
- Built and maintained relationships with peers and upper management to drive team success.
- Employee Of the month
Education
High School Diploma -
Oceanside High School
Associates- Communication -
Miracosta College
Business Marketing Major, Minor In Communication - Business Communications
CSUSM
Skills
- Concierge services
- Basic accounting
- Customer Service
- Records Management
- Office Organization
- Fluent in English and spanish
- Reliability
- Administrative Skills
- Teamwork and Collaboration
- Time Management
- Excellent Communication
- Multitasking
- Event Coordination
- Problem-solving aptitude
- Decision-Making
- Dining and Amenity Recommendations
- Phone and Email Etiquette
- Staff Scheduling
- Guest Engagement
- Food Running
- Supply Restocking
- Dining customer service
Timeline
Front Desk Lead
Homewood Suites
11.2023 - Current
Front Desk Host
Hyatt Seabird Resort and Spa
01.2023 - 11.2023
Valet Coordinator
Park Hyatt Aviara
11.2021 - 01.2023
Front Desk Lead
Cape Rey a Hilton Resort and Spa
06.2019 - 05.2022
Front Desk Agent/ Front Desk Lead
Hyatt House
08.2018 - 06.2019
Restaurant Server
IHOP
06.2017 - 07.2021
Sales Associate
Tillys
08.2016 - 09.2018
High School Diploma -
Oceanside High School
Associates- Communication -
Miracosta College
Business Marketing Major, Minor In Communication - Business Communications
CSUSM