Matthew Denune
Poway,CA
Summary
Serving in several positions from management to public education, I have spent a sizable amount of time helping guests achieve satisfaction through education and service. The ability to not only explain, but to foster interest in topics of vast scale and difficulty is one of my greatest achievements.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Rancho Valencia Resort And Spa
12.2023 - Current
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Developed and maintained positive relationships with guests for satisfaction.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Concierge
The Walt Disney Company
03.2023 - 11.2023
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Greeted guests upon arrival by providing warm welcome.
- Assisted guests with variety of services and local attraction information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
Educator
Lowell Observatory
03.2018 - 06.2021
- Helped guests explore concepts with engaging, learning-focused activities.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Collaborated with administrators to develop site-wide initiatives to promote education excellence.
- Developed and implemented engaging presentations to keep guest attention.
- Operation of telescopes and equipment a century old.
Education
Bachelor of Science - Hospitality Administration And Management
Southern New Hampshire University
Hooksett, NH01.2026
Skills
- Computer Skills
- Time Management
- Problem-solving skills
- Opera
- ALICE
- OpenTable
- Guest Service Suite
- HotelExperience
Timeline
Front Desk Agent
Rancho Valencia Resort And Spa
12.2023 - Current
Concierge
The Walt Disney Company
03.2023 - 11.2023
Educator
Lowell Observatory
03.2018 - 06.2021
Bachelor of Science - Hospitality Administration And Management
Southern New Hampshire University
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