Sergio De La Isla

• Supervised daily front desk operations, ensuring efficient guest check-in and check-out processes.
• Trained and mentored new front desk staff, enhancing service quality and team performance.
• Assisted in managing billing processes, ensuring accuracy in charges and payments received.
• Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel's front desk area.
• Kept accounts in balance and ran daily reports to verify totals.
• Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
• Adapted to changing operational needs by providing cross-departmental support, contributing to efficient hotel operations and guest satisfaction.
• Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.

Hotel Front Desk Agent - Hyatt House Austin Downtown

July 2024 - January 2025

• Managed guest check-in and check-out processes efficiently, ensuring a smooth arrival experience.
• Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
• Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
• Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
• Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.

• Assisted loan officers in processing mortgage applications and gathering necessary documentation.
• Reviewed loan files for accuracy and compliance with regulatory standards before submission.
• Managed a pipeline of mortgage applications, maintaining accuracy and prioritizing urgent cases.
• Assisted in closing loans by efficiently gathering required documentation and submitting applications.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

• Provided exceptional customer service, fostering positive relationships to enhance guest satisfaction.
• Prepared high-quality coffee beverages in accordance with standard recipes and customer preferences.
• Trained new staff on company protocols, beverage preparation techniques, and customer service best practices.
• Maintained cleanliness and organization of workstations to ensure compliance with health and safety standards.
• Maintained the highest level of professionalism and discretion while serving high-profile clientele, including celebrities and public figures.