Raquel Garcia
Phoenix,AZ
Summary
Strong Leader and problem solver, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
General Manager
Westmont Hospitality Group
05.2021 - 05.2022
- DOTN, Organizing Audit Packs, Redi2Dice, Coding & Billing, Budgeting and P&L
- Banking (taking deposits to bank in a timely manner )
- Making sure Payroll was done in a timely manner (included entering employees missed punch using missed punched forms)
- Responding to Medallias
- Responding to Company Emails
- Attending company conference calls
- Managed recruiting of employees (including completing hiring process)
- Managed employee reviews, training, schedules
- Monitored financial performance, set budgets and controlled expenses to provide financial stability
- Maximized efficiency by coaching and mentoring personnel on management principles, company procedures, and technology systems.(Training of front desk staff on new computer system, trained new employees on proper protocols and customer service standards.)
- Handling guest complaints in a professional manner (through emails and in person)
- Help cover front desk shifts when needed
- Being available when needed (including sudden shortness of staff, emergencies after hours)
Market Manager
Westmont Hospitality Group
03.2020 - 05.2021
- Covered for GM's at different properties (Including all 3 Phoenix Locations)
- Help with DOTN, Redi2Dice, Banking (Making sure all of the above and paperwork is completed, deposits were taken to bank in a timely manner, any and all other duties assigned by GM were completed when covering at different locations on GM's day off )
- Helped cover front desk shifts when/where needed (including all 3 Phoenix Locations, mostly AM shifts, some PM shifts as well as NL; but mostly needed during the day)
- Traveled out of state to help Region 3 properties to help cover Management/ Front desk (Traveled to Colorado multiple times to help with Managerial duties as there was no Manager at the location assigned. Also helped cover Front Desk shifts,and helped with housekeeping. (Lakewood West) Also helped in the recruitment and training of staff. (Thornton Location) Traveled to Washington to help out property as there was no manager on site. Also helped cover front desk shifts. (Spokane)
- Helped with any other duties assigned by DM/GM
Front Desk Supervisor
Westmont Hospitality Group
07.2019 - 03.2020
- Trained new staff on correct company procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members. (making HK Boards, assigning Maintenance work orders and task for the day)
- Collaborated with team members to handle guest requirements from check-in through check-out. (Made sure all front desk staff relayed information to appropriate department HK, GM)
- Oversaw the front desk operations for hotel reputation, staff productivity, and operational efficiency. (Making sure front desk staff had customer service skills and were efficient during check in process, handling themselves properly whenever there was a guest issue or complaint)
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions in a friendly and professional manner.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Attended staff meetings and brought issues to attention of upper management.
- Handled tasks and responsibilities for front desk employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared weekly employee work schedules to meet operational needs.(making sure we had coverage on busiest days, and weekends)
- Checked guests in out of hotel, made reservations, and processed payments.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Helped cover shifts when needed
- Made sure DOTN, Redi2Dice, and deposits were completed when GM came in so that they could take deposit to bank and start their day
Front Desk Agent
Westmont Hospitality Group
11.2017 - 07.2019
- Opened office, printed out reports, counted cash drawer and reviewed information passed on by Night Laundry staff.
- Greeted visitors and guests upon arrival, offered assistance, and answered questions
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges
- Issued room keys to guests upon check-in and answered any questions
- knocked on doors at check out to make sure guest were out of rooms and HK could proceed to clean rooms
- made sure daily tasks were completed throughout the day (including daily check list, bucket checklist, and departures)
- maintained front desk/ lobby clean and organized
- completed all other task assigned
Education
High School Diploma -
Precision High School
Phoenix, AZ05.2010
Skills
- Bilingual
- works at a fast pace
- works well with others when needed
- Team player
- works well alone when needed
- Manage to get tasks done in a timely manner
Timeline
General Manager
Westmont Hospitality Group
05.2021 - 05.2022
Market Manager
Westmont Hospitality Group
03.2020 - 05.2021
Front Desk Supervisor
Westmont Hospitality Group
07.2019 - 03.2020
Front Desk Agent
Westmont Hospitality Group
11.2017 - 07.2019
High School Diploma -
Precision High School
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