Leilani Leticia Sewell
Maricopa,AZ
Summary
Dynamic and reliable professional with a proven track record in hospitality management, notably at Wild Horse Pass Hotel & Casino. Excelled in enhancing guest satisfaction through exceptional service and efficient problem-solving. Skilled in front desk operations and multitasking, with a commitment to professionalism and excellent oral communication. Achieved positive feedback and repeat business through personalized guest experiences.
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Townplace Suites Marriott
10.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Restaurant Hostess
Wild Horse Pass Hotel & Casino
03.2022 - 11.2023
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
Cabana Hostess
Wild Horse Pass Hotel & Casino
02.2021 - 02.2022
- Collaborated effectively with other departments such as housekeeping or maintenance when required for guest issue resolution or facility upkeep.
- Developed strong relationships with guests through attentive service, leading to referrals and return visits.
- Enhanced customer satisfaction by providing personalized cabana services and attending to guest needs promptly.
- Managed cabana reservations efficiently, maximizing space utilization and revenue generation.
- Provided exceptional customer service, resulting in positive feedback from guests and repeat business.
- Coordinated with other team members to ensure seamless service delivery during high volume periods.
Front Desk Agent
Wild Horse Pass Hotel & Casino
01.2021 - 07.2021
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Care Staff Employee
The Caring House
06.2021 - 09.2021
- Provided emotional support during challenging times by offering a compassionate ear or comforting presence.
- Contributed to a positive living environment by maintaining cleanliness and organization within resident rooms and common areas.
- Promoted independence among residents by encouraging self-care practices within safe parameters.
- Assisted with daily living activities, ensuring each resident''s comfort and safety.
- Served as a liaison between nursing staff and family members for effective communication regarding resident care needs.
Customer Service Crew Member
Wendy's Restaurant
04.2019 - 06.2020
- Completed tasks efficiently, demonstrating strong multitasking abilities during peak service hours.
- Provided knowledgeable product recommendations based on individual customer needs, increasing overall satisfaction levels.
- Maintained a clean and organized work environment to ensure optimal service delivery.
- Contributed to positive company reputation by delivering exceptional service experiences for customers.
- Reduced wait times with effective communication between customers and staff members.
Education
High School Diploma -
Maricopa High School
Maricopa, AZ01-2018
Skills
- Problem-solving skills
- Hospitality services
- Credit and cash payments
- Oral and written communications
- Guest accommodations
- Hospitality service expertise
- Registration processing
- Guest amenities
- Concierge services
- Multitasking
- Front Desk Operations
- Reliability
- Flexibility
- Hospitality Management
- Professionalism
- Telephone Etiquette
Timeline
Front Desk Agent
Townplace Suites Marriott
10.2023 - Current
Restaurant Hostess
Wild Horse Pass Hotel & Casino
03.2022 - 11.2023
Care Staff Employee
The Caring House
06.2021 - 09.2021
Cabana Hostess
Wild Horse Pass Hotel & Casino
02.2021 - 02.2022
Front Desk Agent
Wild Horse Pass Hotel & Casino
01.2021 - 07.2021
Customer Service Crew Member
Wendy's Restaurant
04.2019 - 06.2020
High School Diploma -
Maricopa High School
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