Overview
Work History
Education
Skills
Timeline
Generic

Selena Rossi

Las Cruces,NM

Overview

8
8
years of professional experience

Work History

Guest Experience Host

Hotel Encanto
02.2024 - Current
  • Optimized guest experience by providing guests with assistance and convenient information about local events and activities.
  • Increased trip advisor reviews and customer service ratings through personable service.
  • Trained new employees, demonstrating best methods for serving clients and guests.
  • Organized reservations through both primary and third-party websites such as Expedia, Booking, etc. based on both the needs of the guest and availability within the hotel.
  • Completed transactions using a POS terminal for guests both upon arrival and departure well as a multitude of other transaction types pertaining to additional deposits, amenities, etc..
  • Kept an up to date log throughout shift regarding important information or incidents for the manager and office staff to be aware of.
  • Maximized efforts toward productivity, identifying problem areas, and assisted in implementing solutions.
  • Answered phone calls and directed them to the appropriate department or individual.
  • Ensured delivery of packages, mail, and messages to guests and other hotel departments.
  • Collaborated with other departments to ensure smooth operations and guest satisfaction.
  • Resolved guest complaints and concerns, ensuring a positive experience for all guests.
  • Assisted with special projects and tasks as assigned by management.

Front Desk Associate

Days Inn by, Wyndham
05.2019 - 02.2024
  • Organized reservations through both primary and third-party websites such as Expedia, Booking, etc. based on both the needs of the guest and availability within the hotel.
  • Complete transactions using a POS terminal for guests both upon arrival and departure well as a multitude of other transaction types pertaining to additional deposits and/or amenities.
  • Handled and completed nightly audit reports regarding room statuses and daily profits made by the hotel.
  • Kept an up to date log throughout shift regarding important information or incidents for the manager and office staff to be aware of.
  • Maximized efforts toward productivity, identifying problem areas, and assisted in implementing solutions.
  • Answered phone calls and directed them to the appropriate department or individual.
  • Ensured delivery of packages, mail, and messages to guests and other hotel departments.
  • Collaborated with other departments to ensure smooth operations and guest satisfaction.
  • Resolved guest complaints and concerns, ensuring a positive experience for all guests.
  • Trained new front desk staff on policies, procedures, and customer service standards.
  • Assisted with special projects and tasks as assigned by management.

Front Desk Associate

Big Chile Inn & Suites
03.2018 - 05.2019
  • Organized reservations through both primary and third-party websites such as Expedia, Booking, etc. based on both the needs of the guest and availability within the hotel.
  • Complete transactions using a POS terminal for guests both upon arrival and departure well as a multitude of other transaction types pertaining to additional deposits and/or amenities.
  • Handled and completed nightly audit reports regarding room statuses and daily profits made by the hotel.
  • Kept an up to date log throughout shift regarding important information or incidents for the manager and office staff to be aware of.
  • Answered phone calls and directed them to the appropriate department or individual.
  • Ensured delivery of packages, mail, and messages to guests and other hotel departments.
  • Resolved guest complaints and concerns, ensuring a positive experience for all guests.

Technical Support Representative

Volt
07.2017 - 02.2018
  • Resolved technical issues with Apple iOS software over the phone while still maintaining a customer-friendly attitude.
  • Logged detailed cases concerning the issues of every customer's device while still taking steps to troubleshoot issues with the customer.
  • Assisted customers with product installation, configuration, and updates.
  • Conducted remote diagnostic tests to identify and resolve technical problems.
  • Educated customers on product features, functionality, and best practices.
  • Assisted with creating and updating technical support documentation and knowledge base articles.
  • Adept knowledge of all Apple iOS software up to iOS 11.0.1

Education

High School Diploma -

Alma D' Arte Charter High School
Las Cruces, NM
05-2017

Skills

  • Highly knowledgeable on the different functions of OPERA and skilled in utilizing said property management system
  • Trained on ALICE to utilize it's tools for streamlining communication across multiple departments and improve guest satisfaction
  • Certified through the Wyndham University program to use the SYNXIS Property Hub
  • Adept knowledge of all Apple iOS software systems up to iOS 1101
  • Experience with point of sale (POS) terminals, with excellent basic math skills
  • Adept computer skills with office programs such as Word, PowerPoint, and Excel
  • Friendly, outgoing, and charismatic personality well suited for a fast paced, customer service oriented environment

Timeline

Guest Experience Host

Hotel Encanto
02.2024 - Current

Front Desk Associate

Days Inn by, Wyndham
05.2019 - 02.2024

Front Desk Associate

Big Chile Inn & Suites
03.2018 - 05.2019

Technical Support Representative

Volt
07.2017 - 02.2018

High School Diploma -

Alma D' Arte Charter High School
Selena Rossi