Shanda Gutierrez
Pasco
Summary
Dedicated healthcare and hospitality professional with over 20 years of experience in elder care and front desk management. Focused on enhancing patient outcomes and guest satisfaction through effective team leadership, problem resolution, and operational efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Front Desk Manager
The Lodge Resort
Richland
01.2019 - Current
- Managed daily front desk operations to achieve exceptional guest satisfaction and maintain smooth workflow.
- Oversaw reservations, check-ins, check-outs, and billing accuracy to ensure seamless guest transactions.
- Handled guest concerns, special requests, and conflict resolution, fostering positive guest experiences.
- Train, supervise, and support front desk staff, establishing performance standards and procedures.
- Coordinate with housekeeping, maintenance, and management teams to support efficient hotel operations.
- Maintain accurate records, reports, and cash handling procedures.
- Assisted with scheduling, hiring, and administrative duties.
- Skills: Leadership & Team Management, Customer Service Excellence, Problem Resolution & Communication, Reservation Systems & POS Software, Time Management & Multi-tasking, Cash Handling & Reporting, Hospitality Operations
Supervisor, Housekeeping Department
Red Lion Hotel
Pasco
01.2019 - 01.2022
- Supervised daily housekeeping operations, ensuring cleanliness and quality standards for guest rooms and common areas.
- Assigned tasks to housekeeping staff, monitored performance, and coached team to enhance service quality.
- Conducted inspections to ensure compliance with hotel policies and environmental standards.
- Managed inventory of supplies, linens, and cleaning products to ensure operational efficiency and readiness.
- Collaborated with front desk and maintenance teams to address guest needs and resolve issues promptly.
- Assisted with scheduling, hiring, and evaluations.
- Skills: Staff Supervision & Training, Quality Control & Inspections, Inventory Management, Time & Task Management, Attention to Detail, Team Collaboration
Certified Nursing Assistant (CNA)
Various Employers
Pasco
01.2001 - 01.2013
- Demonstrated expertise in dementia and memory care, offering critical support to elderly patients with mental health needs.
- Focused on providing specialized care for dementia and mental health in elderly patients within a home environment.
- Provided compassionate care to elderly patients, including those with dementia and mental health needs.
- Assisted with daily living activities, enhancing patient comfort and dignity.
- Offered in-home care at personal residence, ensuring a safe and nurturing environment.
- Distributed medications and monitored patient conditions.
- Maintained accurate patient care records and communicated critical changes to families and medical professionals to ensure continuity of care.
- Supported emotional and social needs of patients through meaningful engagement and companionship, fostering a sense of connection.
Skills
- Leadership & Team Management
- Customer Service Excellence
- Problem Resolution & Communication
- Reservation Systems & POS Software
- Time Management & Multi-tasking
- Cash Handling & Reporting
- Hospitality Operations
- Staff Supervision & Training
- Quality Control & Inspections
- Inventory Management
- Time & Task Management
- Attention to Detail
- Team Collaboration
- Dementia & Memory Care
- Mental Health Elderly Support
- Medication Distribution (as directed)
- Patient Hygiene & Daily Living Assistance
- Care Documentation
- Compassionate Communication
- Safety Monitoring & Emergency Response
- Strong Interpersonal and Communication Skills
- Organizational and Leadership Abilities
- Adaptability and Reliability
- Conflict Resolution
- Customer Relations
- Multitasking in High-Pressure Environments
Certification
Certified Nursing Assistant (CNA), 01/01/01, expired
References
Available upon request.
Timeline
Front Desk Manager
The Lodge Resort
01.2019 - Current
Supervisor, Housekeeping Department
Red Lion Hotel
01.2019 - 01.2022
Certified Nursing Assistant (CNA)
Various Employers
01.2001 - 01.2013