Sandra Villatoro
Los Angeles,CA
Summary
Meticulous Manager/Supervisor with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor/Manager on Duty
Hampton Inn By Hilton
Glendale, CA
08.2016 - Current
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Entered and updated sensitive customer information during check-ins and room changes.
- Scheduled and assigned daily work and activities for team members.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Built talented team through hiring and training new associates.
- Kept accounts in balance and ran daily reports to verify totals.
- Designed employee work schedules to address complete operational needs.
- Maintained transaction security by verifying payment cards against identification.
- Collected room deposits, fees and payments.
- Checked guests in out of hotel, made reservations and processed payments.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Balanced hotel accounts at end of day.
- Created monthly meetings for cashiers and membership desk associates.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Conducted financial audits on scheduled basis.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Stored guest valuables in safe and individual boxes for security.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Planned coverage needs and organized services to support incoming special events.
Front Desk Receptionist
Dewey Pest Control
Commerce, CA
03.2011 - 07.2016
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Confirmed appointments, communicated with clients and updated client records.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained confidentiality of information regarding clients and company.
- Troubleshot copy machines and printers and scheduled service as needed.
Retail Sales Associate/Cashier Team Lead
Target
Culver City, CA
08.2005 - 02.2011
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Stocked, tagged and displayed merchandise as required.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Education
No Degree - General Studies
Los Angeles Trade Technical College
Los Angeles, CA08.2008
High School Diploma -
Thomas Jefferson High School
Los Angeles, CA07.2005
Skills
- Adaptable and Resilient
- Shift Scheduling
- Report Preparation and Analysis
- Bookkeeping
- Computer Reservations Systems
- Automated Telephone Systems
- Interviewing and Hiring
- Staff Training
- Word Processing
- Customer Service
- Managing Operations and Efficiency
- Facility Management
Certification
- First Aid/CPR Certified
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor/Manager on Duty
Hampton Inn By Hilton
08.2016 - Current
Front Desk Receptionist
Dewey Pest Control
03.2011 - 07.2016
Retail Sales Associate/Cashier Team Lead
Target
08.2005 - 02.2011
No Degree - General Studies
Los Angeles Trade Technical College
High School Diploma -
Thomas Jefferson High School
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