Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Nohemi Villa Penaloza

Minneapolis,MN

Summary

Professional with comprehensive experience in front office operations, adept at managing high-volume environments with efficiency and poise. Known for strong communication skills, organizational abilities, and keen attention to detail. Collaborative team player focused on achieving results and adapting to changing needs seamlessly. Proficient in scheduling, customer service, and administrative support, ensuring smooth daily operations.

Overview

10
10
years of professional experience

Work History

Receptionist/Concierge

The Kenwood
12.2016 - Current
  • Operate paging/telephone system as required
  • Answer telephones; determine nature of call and direct caller to appropriate individual or department
  • Receive request from within the facility and locate personnel through paging system
  • Receive inquiries and release information in accordance with established policies and procedures
  • Maintain a current file/listing of residents by name and room number, emergency phone members of on-call personnel, department extensions, key personnel, etc
  • Maintain a current listing of residents

Front Desk Manager/receptionist

NFC Amenity Management
06.2021 - 12.2024
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Managed front desk maintenance of client records and lab data.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Established strong rapport with returning guests while building new connections with first-time visitors.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
  • Attended staff meetings and brought issues to attention of upper management.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
  • Coordinated with sales department to identify potential leads from incoming inquiries.
  • Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
  • Promoted upselling opportunities to maximize revenue through available add-ons and packages.
  • Increased repeat business by providing exceptional service and promptly handling guest feedback.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Ensured data accuracy through regular audits of guest profiles.
  • Implemented policies and procedures to maintain compliance with brand standards and local regulations.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.

Staffing coordinator

CareerBuilder
07.2016 - 09.2016
  • Supervised staff at all times
  • Responsible for verbal and written reporting of employee’s duties and execution
  • Setup and teardown of computer work area
  • Worked with job applicants to successfully complete online job applications
  • Translated for Spanish speaking employees to management
  • Trained and helped staff execute job duties
  • Responsible for maintaining an organized and clean workplace

Office Assistant

Green Central Elementary School
04.2016 - 06.2016
  • Assisted teachers with room organization and disciplinary issue
  • Interpreted for teachers to students and parents
  • Was point person for school special events, helped the school nurse keep paperwork organized

Cashier and concessions

Target Center
07.2015 - 02.2016
  • Adequately processed and prepared customers’ orders and request
  • Evaluated inventory and fulfilled supply needs
  • Helped maintained food delivery area

Education

High School -

Patrick Henry High School
Minneapolis, MN
06.2017

Skills

  • Bi-lingual: English/Spanish
  • Work great independently
  • Able to de escalate upset customers
  • Problem solver
  • Effectively convey information verbally and in writing
  • Analytical
  • Computer literate with extensive software proficiency
  • Flexibility
  • Managing multiple priorities
  • Data entry
  • Telephone skills
  • Time management
  • Organization skills
  • Verbal and written communication
  • Customer/Client relations
  • Appointment scheduling
  • Greeting and seating clients
  • Data inputting
  • Office administration
  • File management
  • Schedule management
  • Mail handling
  • Multi-line telephone operation
  • Document management
  • Professional demeanor
  • Calendar management
  • Documentation and reporting
  • Typing speed
  • Service-oriented mindset
  • Office management
  • Tech-Savvy
  • Performance improvement
  • Information protection
  • Document control
  • Security awareness
  • Meeting preparation
  • Staff management
  • Project coordination
  • Front desk operations
  • Phone etiquette
  • Security
  • Multitasking and prioritization
  • Positive and professional
  • Reception desk management
  • Calm demeanor
  • Customer service
  • Attention to detail
  • Problem-solving
  • Punctual and reliable
  • Call answering and routing
  • Microsoft office
  • Team collaboration
  • Conflict resolution

Languages

Spanish
English

Timeline

Front Desk Manager/receptionist

NFC Amenity Management
06.2021 - 12.2024

Receptionist/Concierge

The Kenwood
12.2016 - Current

Staffing coordinator

CareerBuilder
07.2016 - 09.2016

Office Assistant

Green Central Elementary School
04.2016 - 06.2016

Cashier and concessions

Target Center
07.2015 - 02.2016

High School -

Patrick Henry High School

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Nohemi Villa Penaloza