Monica Chavez
Albuquerque
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful fun setting. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Holiday Inn Express & Suites
06.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Enforced policies and procedures to increase efficiency.
Front of House Employee
Chick-fil-A
07.2021 - 10.2022
- Established welcoming atmosphere by greeting each guest warmly.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Helped guests at tables when in need of assistance.
- Assisted servers with delivering food, filling beverages, and retrieving items for guests.
- Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.
Education
High School Diploma -
ECADEMY High School
Albuquerque, NM05.2023
Skills
- Guest Relations
- Registration Processing
- Front Office Support
- Report Generation
- Room Assignments
- Safety and Security Procedures
- Automated Telephone Systems
- Credit and Cash Payments
- Hospitality Service Expertise
- Listening Skills
- Guest Services
- Inventory Oversight
- Training and Mentoring
Certification
I have my CPR first aid certification for adults and children
Languages
Spanish
Full Professional
Timeline
Front Desk Agent
Holiday Inn Express & Suites
06.2023 - Current
Front of House Employee
Chick-fil-A
07.2021 - 10.2022
High School Diploma -
ECADEMY High School