Lydia Johns
Lake Forest,CA
Summary
Insightful Employee with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Able to communicate with all levels of management, guests and employees while being professional and maintaining confidentiality. Team player who can work well with others and independently. Proficient to work in a fast paced work environment while multitasking and completing daily tasks in a timely manner. Maintain professionalism with customer service and fellow employees. Reliable employee dedicated to excellent service. Quick to learn new software, programs and information.
Overview
7
7
years of professional experience
Work History
Promoted to Rooms Controller
The Ritz-Carlton, Laguna Niguel
11.2023 - Current
- Maintain blocking and room assignment for VIP's, large groups, and leisure guests.
- Keep organized files of all groups for easy and accurate reference.
- Liaised with housekeeping staff on room status and special requests
- Monitor room availability
- Organize all individual and group reservations request
- Coordinated check-in and pre-registration procedures for arriving groups.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Assisted in organizing and overseeing the front office to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Guest Experience Expert
The Ritz-Carlton, Laguna Niguel
12.2022 - 11.2023
- Greeted guests upon arrival by providing warm welcome.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Created welcoming and comfortable environment for guests.
- Monitored guest feedback, using to improve service and departmental operations.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Responded to guest inquiries to maximize guest satisfaction.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Upheld hotel policies and procedures by providing high level of customer service.
Cashier
Sprouts Inc.
10.2022 - 12.2022
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
Manager & Waitress
Family Restaurant
10.2018 - 03.2020
- Accomplished multiple tasks within established timeframes.
- Manage
- Waitress, hostess & cashier
- Customer service
- Event planning
- Marketing
- POS systems
- Kitchen manager
- Food runner
Paid Intern
Hirsch Pipe & Supply Co.
07.2017 - 08.2018
- Sort and organize files, spreadsheets and reports.
- Answer phones and greet clients warmly and professionally
- Assist in filing duties
- Perform basic bookkeeping duties
- Help organize office activities, events and functions
- Operate office machines, such as photocopiers and scanners, facsimile machines, voicemail systems and personal computers
- Perform data entry
- Performed tasks for HR department, advertisement and marketing department, CEO's personal office organization, insurance billing department, and customer and employee event organization and data entry.
Education
Associate of Science - Real Estate (2022) & Health Science (in Progress)
Saddleback College
Mission Viejo, CA06.2023
High School Diploma -
Dana Hills High School
Dana Point, CA06.2020
Skills
- Customer service
- Issue and Conflict Resolution
- Multitask
- Organization skills
- Managing Cash Register
- Communication skills
- Food and Beverage Management
- Basic knowledge of Excel, Word, & Powerpoint
- Customer Service Expertise
- Detail Oriented
Timeline
Promoted to Rooms Controller
The Ritz-Carlton, Laguna Niguel
11.2023 - Current
Guest Experience Expert
The Ritz-Carlton, Laguna Niguel
12.2022 - 11.2023
Cashier
Sprouts Inc.
10.2022 - 12.2022
Manager & Waitress
Family Restaurant
10.2018 - 03.2020
Paid Intern
Hirsch Pipe & Supply Co.
07.2017 - 08.2018
Associate of Science - Real Estate (2022) & Health Science (in Progress)
Saddleback College
High School Diploma -
Dana Hills High School
Similar Profiles
Kody MichaelKody Michael
Food and Beverage Operations Manager at Ritz-Carlton Laguna NiguelFood and Beverage Operations Manager at Ritz-Carlton Laguna Niguel
Andrew Hedstrom-MaguinAndrew Hedstrom-Maguin
Cook 1 at Ritz Carlton Laguna NiguelCook 1 at Ritz Carlton Laguna Niguel
Tyson SpandTyson Spand
HUMAN RESOURCES GENERALIST at The Ritz-Carlton, Laguna NiguelHUMAN RESOURCES GENERALIST at The Ritz-Carlton, Laguna Niguel