Michael Montano
La Quinta,CA
Summary
Currently a Front Desk Agent with + 4
years' experience in the customer service and hospitality industry. Outstanding communication skills and impeccable attention to detail and accuracy. Seeking a fast-paced position where my skills can help improve the business as a whole.
Overview
9
9
years of professional experience
Work History
Front Desk Agent / Night Auditor
Columbia Hospitality Inc.
Palm Springs, CA
04.2025 - Current
- Managed guest check-in and check-out processes, ensuring a seamless experience.
- Resolved guest inquiries and complaints with professionalism and efficiency.
- Coordinated room assignments and special requests to enhance guest satisfaction.
- Monitored front desk operations, implementing improvements for service quality.
- Trained new staff on customer service protocols and front desk systems.
- Reconciled daily financial transactions to ensure accuracy and compliance with operational standards.
- Coordinated nightly audits of cash deposits and room inventories to maintain accountability and prevent discrepancies.
- Monitored security systems overnight, safeguarding assets and ensuring guest safety during late hours.
- Developed comprehensive reports detailing audit findings for management review, supporting strategic decision-making processes.
Front Desk Agent
Fantasy Springs Resort Casino
Indio, US
04.2023 - 04.2025
- Took guest reservations over the phone, in person and via computer and provided confirmations.
- Checked guests in and out and processed payments according to booking notes.
- Issued room keys to guests upon check-in and answered questions regarding locations and ammenities.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Actioned 40 emails daily and handled up to 30 incoming phone calls.
- Tracked daily activities and important metrics with spreadsheets.
Lead night auditor
Fantasy Springs Resort Casino
Indio, US
04.2022 - 04.2023
- At the end of each month completed a monthly report which involved billing all executive expenses made through their company cards.
- Recorded guest account activity to produce accurate bills upon departure.
- Processed and provided clear, accurate receipts for guest payments.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Managed incoming calls effectively using switchboard systems.
- Posted new charges to customers' rooms and compiled itemised statements.
- Instructed maintenance staff to service rooms with known issues.
Night Auditor
Fantasy Springs Resort Casino
Indio, US
09.2021 - 04.2022
- Set up and entered all financial data into spreadsheets using Microsoft Excel.
- Performed nightly updates to room charges and rates.
- Identified and corrected discrepancies in guest billing and booking transactions, preventing revenue loss.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Responded to telephone, email and in-person enquiries regarding reservations, hotel information and guest concerns.
Crew Member
Pollo Loco
La Quinta, US
10.2020 - 08.2021
- Attended to customers with friendly and accurate service.
- Trained in food safety and hygiene practices.
- Prepared and packaged orders with precise presentation skills.
- Warmly greeted customers and proactively reduced wait times.
Fast Food Shift Team Leader
McDonald’s
La quinta, US
08.2019 - 10.2020
- Handled customer complaints using quick decision-making to resolve issues.
- Being the shift leader I was responsible for counting each crew members register before and after their use.
- Followed optimum procedures and daily checklists to keep establishment in compliance with health and safety codes.
- Handled sending all crew members on their 10 minute and 30 minute lunch break, while maintaining proper coverage.
Fast Food Crew Member
McDonald's
La Quinta, US
05.2017 - 08.2019
- Worked on 3+ customer orders simultaneously. while effectively communicating with other crew members.
- Took orders at counter and drive-through with clear communication and professionalism.
Box Office Ticket Seller
BNP Paribas Open
Indian Wells, US
01.2018 - 04.2018
- Accepted customer payments for tickets and issued papers for admission to events.
- Studied event details before selling tickets to accurately and knowledgeably answer customer questions.
- Redeemed stamps and vouchers against transactions.
Education
Bachelor Of Communication Studies - Communications
College of The Desert
Palm Desert, CAHigh School Diploma -
La Quinta High School
La QuintaSkills
- Customer service
- Bilingual in Spanish and English
- Clerical duties
- Problem-solving skills
- File management
- Bilingual capability(Spanish)
- Training and mentoring
- Team collaboration
- Data entry
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Agent / Night Auditor
Columbia Hospitality Inc.
04.2025 - Current
Front Desk Agent
Fantasy Springs Resort Casino
04.2023 - 04.2025
Lead night auditor
Fantasy Springs Resort Casino
04.2022 - 04.2023
Night Auditor
Fantasy Springs Resort Casino
09.2021 - 04.2022
Crew Member
Pollo Loco
10.2020 - 08.2021
Fast Food Shift Team Leader
McDonald’s
08.2019 - 10.2020
Box Office Ticket Seller
BNP Paribas Open
01.2018 - 04.2018
Fast Food Crew Member
McDonald's
05.2017 - 08.2019
High School Diploma -
La Quinta High School
Bachelor Of Communication Studies - Communications
College of The Desert