Rossalyn Garcia
Summary
Results driven and self-motivated Front Office Supervisor brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Commended for consistently driving team success through company procedures enforcement and personal training
Overview
6
6
years of professional experience
Work History
Front Office Supervisor
Hampton Inn & Homewood Suites
12.2022 - Current
- Coached employees through day-to-day work and complex problems. (i.e. assist and support employee's when handling guest complaints).
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers. (i.e. conduct daily 10 minute "stand-up" meetings with all departments to plan for a successful day.
- Created, prepared, and delivered reports to various departments. (i.e. review audit reports, hotel statistics, etc.)
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns. (i.e. SALT, Guest Assistance, Extranet's, etc.)
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices. (i.e. graphically designed hotel signage such as: QR cards that list hotel amenities, flyers for upcoming events, etc.)
- Prepared agendas and took notes at meetings to archive proceedings. (i.e. assist planning employee events such as: employee recognition luncheons, holiday party, etc.)
- Monitored customer service trends and provided insights to management team for further improvement.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Organized documents for facilitate hotel operations (i.e. creating multiple spreadsheets to track perfect sells, shoppe inventory and expected revenue, preventative maintenance rooms, etc.)
- Transition from OnQ to PEP–hotel property management systems. Proficient knowledge with PEP functionality.
Guest Service Agent
Hampton Inn & Homewood Suites
08.2022 - 12.2022
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
Front Office Lead & Administrative assistant
Healthpointe Medical Group, La Mirada Corporate
06.2020 - 06.2022
- Answering customer questions, providing information, taking and addressing complaints
- Compiling, maintaining and updating company records
- Setting up appointments, scheduling meetings, distributing reports and correspondence
- Training and supervising administrative clerks
- Operating office equipment such as: printers, copiers, fax machines, etc
- Review and analyze invoices for payment
- Special projects in accounting and marketing with clients, patients, and attorneys
Receptionist & Night auditor
Hampton Inn by Hilton
11.2017 - 03.2022
- Greet all guests and assist them throughout their entire stay
- Maintain a positive attitude and a friendly demeanor
- Manage guest bookings and reservations
- Respond to all guest questions, request, and complaints
- Payment Processor
- Night Auditor
- Running day-to-day operations
- Knowledge of all 3 shifts
Education
Bachelor of Science - Healthcare Administration, Marketing
California State University
Long Beach, CA06.2020
Skills
- Strong work ethic
- Fast Learner
- Staff Supervision
- Analytical & critical thinking skills
- Communication skills
- Computer/ phone adequate skills
- Excellent multitasking skills
- Work well under pressure
- Issue Handling
- Report Preparation and Analysis
- Spreadsheet Tracking
- Strategic Business Initiatives
Accomplishments
- Certifications:
- STAR training—cross cultural training, fall 2018
- CSULB Dean's List, fall 2016 - spring 2020
- California Scholarship Federation member, June 2016 – June 2020
- California Metropolitan Scholarship, May 2016
- CPR Training, Jan 2020 – present 2022
Languages
Spanish
Native or Bilingual
Timeline
Front Office Supervisor
Hampton Inn & Homewood Suites
12.2022 - Current
Guest Service Agent
Hampton Inn & Homewood Suites
08.2022 - 12.2022
Front Office Lead & Administrative assistant
Healthpointe Medical Group, La Mirada Corporate
06.2020 - 06.2022
Receptionist & Night auditor
Hampton Inn by Hilton
11.2017 - 03.2022
Bachelor of Science - Healthcare Administration, Marketing
California State University
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