Priscilla Lopez
Chula Vista,CA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Rooms Controller
Hyatt Vacation Club at The Welk
03.2024 - Current
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Trained new employees on standards and hotel procedures.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Appropriately place units out of order and accounted for replacement of guest reservations.
- Created and implemented new system reports to account for duplicate reservations.
PBX Operator
Hyatt Vacation Club at The Welk
08.2022 - 03.2024
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Trained and mentored new PBX operations employees.
- Created and maintained company phone directory with current extensions and staff information.
- Maintained records of daily data communication transactions, problems, and remedial actions taken.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Guest Services Manager
Casino Pauma
10.2019 - 05.2021
- Hosted and executed events and promotions including tournaments, drawings, celebrity meet-and-greets, and concerts
- Evaluated guest accounts to determine returns on high losses
- Managed social media accounts to maintain communication with current and prospective guests
- Followed up on guest challenges and ensured guest satisfaction
- Documented and elevated guest account discrepancies to ensure point systems were working properly
- Established and updated employee schedules based on business demands
- Created and implemented training procedures for department
- Set aggressive targets for employees to drive company success and increase productivity
- Verified and resolved timekeeping records to complete bi-weekly payroll
- Identified cash variances for department and implemented guidelines to decrease overages/shortages
- Created purchase requisitions to maintain inventory needs
- Conducted monthly inventory in compliance with accounting guidelines
- Supervised site investigations and escalated those requiring further assistance
- Adhered and maintained strict compliance policies and procedures
- Proofread marketing procedures and advertising mailers to ensure accuracy for publication
- Hosted monthly presentations to ensure property wide updates on upcoming events and promotions
- Created and distributed PowerPoints between departments detailing when their contribution to events and promotions would be needed
- Collected and distributed guest comment cards to each department regarding suggestions and concerns.
Customer Service Supervisor
Comet Cleaners
06.2017 - 06.2019
- Exceeded store goals by collaborating with representatives to implement customer service initiatives
- Maintained customer base by addressing any regular customer concerns to promote customer loyalty
- Oversaw training for new hires and evaluated performance after 60-days to address any concerns or uncertainties
- Established and updated work schedules to account for changing staff and workloads
- Inspected production before distributing to customers to ensure high quality work from pressers
- Implemented new training procedures which was selected to blanket across three other stores.
Education
Bachelor of Arts in Literature and Writing Studies -
California State University, San Marcos
12.2023
Associate of Arts for Transfer in English -
Mt. San Jacinto Community College, Menifee, CA
05.2017
Skills
- Research
- Editing
- Writing
- Digital Publishing
- Multitasking
- Organization
- Detail Oriented
- Problem Solving
- Public Speaking
- Leadership
- Project Management
- Social Media
- Microsoft Office
- WordPress
- Creative Cloud
- Canva
- Red Rock
- Oracle
- Asgard
- Synkros
- TimeShareWare
- Sertifi
- Medallia Concierge
- Guest Relations
- Property Management Systems
- Quality assurance standards
- Staff Training and Development
- Front office operations
- Hotel booking
- Staff Scheduling
- Office Administration
- Reservations
- Multi-Line Phone Systems
Accomplishments
- Received CHAMP of the month in May 2024 for coordinating 120 corporate reservations for the annual GM Summit.
- Created a new "Stayover" report to identify guests with multiple, connecting reservations to prevent transfers.
- Discovered a new way of assigning reservations in the system to ensure organization.
- Created a training guide for entry level and leadership level positions at Casino Pauma in 2021 which is still used today to train new employees.
Timeline
Rooms Controller
Hyatt Vacation Club at The Welk
03.2024 - Current
PBX Operator
Hyatt Vacation Club at The Welk
08.2022 - 03.2024
Guest Services Manager
Casino Pauma
10.2019 - 05.2021
Customer Service Supervisor
Comet Cleaners
06.2017 - 06.2019
Bachelor of Arts in Literature and Writing Studies -
California State University, San Marcos
Associate of Arts for Transfer in English -
Mt. San Jacinto Community College, Menifee, CA
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