Thomas Lozano
Ukiah
Summary
Detail-oriented front desk receptionist experienced in managing guest check-ins and resolving complaints. Skilled in fostering team collaboration and improving operational efficiency to enhance overall guest satisfaction.
Overview
17
17
years of professional experience
Work History
Front Desk Receptionist/Night Auditor
Holiday Inn Express Hotel
12.2021 - Current
- Managed guest check-ins and check-outs efficiently, ensuring smooth front desk operations.
- Answered phone inquiries promptly, providing information on hotel services and reservations.
- Assisted in resolving guest complaints, enhancing overall satisfaction through effective communication.
- Maintained accurate records of guest information and transactions using property management software.
- Implemented process improvements that streamlined check-in procedures, reducing wait times for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Greeted visitors warmly, creating positive first impression of organization.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
- Streamlined check-in processes, reducing wait times for guests.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Organized, maintained and updated information in computer databases.
- Collected [Type] payments, processed transactions and updated relevant records.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Managed front desk operations, addressing guest inquiries and resolving issues promptly.
- Conducted audits of cash drawers and credit card transactions for discrepancies.
- Implemented streamlined check-in/check-out processes to enhance guest satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Monitored security cameras and conducted regular walk-throughs to ensure property security.
- Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
- Handled emergency situations calmly and effectively, ensuring guest safety and minimizing disruptions.
- Managed front desk operations during night, maintaining security and guest safety.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
- Updated guest accounts and processed payments accurately, safeguarding financial integrity.
- Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
- Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
- Enhanced guest satisfaction by providing efficient check-in and check-out services.
- Assisted in inventory management and supply ordering for front desk, ensuring preparedness and operational efficiency.
- Processed reservations and cancellations efficiently, optimizing room occupancy rates.
- Prepared reports on guest satisfaction levels and other metrics.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Improved operational efficiency by streamlining audit processes, reducing time spent on nightly closures.
- Provided guests with information about local attractions and services, enhancing their stay experience.
- Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
- Streamlined communication with shuttle services and local transportation for guests, improving satisfaction with logistical support.
- Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Collaborated with management to develop initiatives aimed at enhancing operational efficiency and guest experience.
- Trained new team members on hotel policies, procedures, and customer service excellence.
- Coordinated nightly security checks to maintain a safe environment for guests and staff.
- Completed data entry and filing to keep records updated for easy retrieval.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
Restaurant Waiter
The Broiler Steak House
02.2015 - 02.2022
- Provided exceptional customer service, enhancing dining experiences and fostering repeat patronage.
- Managed multiple tables efficiently, ensuring timely delivery of food and beverages.
- Collaborated with kitchen staff to communicate special requests and dietary restrictions effectively.
- Trained new team members on menu items, service standards, and operational procedures.
- Resolved guest complaints promptly, maintaining high satisfaction levels through effective problem-solving skills.
- Implemented upselling techniques that increased average check totals while improving customer satisfaction rates.
- Maintained cleanliness and organization of dining area, adhering to health and safety regulations consistently.
- Developed strong relationships with regular patrons, enhancing loyalty through personalized service experiences.
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
- Contributed to efficient restaurant operations by assisting in bussing tables during peak hours.
- Demonstrated knowledge of diverse menu offerings, guiding guests towards optimal meal choices based on preferences or dietary requirements.
- Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
- Effectively communicated dietary restrictions and allergies to kitchen staff, ensuring accurate meal preparation for guests.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Adhered to company guidelines and safety protocols for proper food handling and presentation.
- Communicated with kitchen staff to enable accurate food preparation.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Processed orders and sent to kitchen employees for preparation.
- Inspected dishes and utensils for cleanliness.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Checked guests' identification before serving alcoholic beverages.
Sandwich Artist
SUBWAY®Restaurants
11.2012 - 12.2014
- Crafted sandwiches according to customer specifications, ensuring quality and consistency.
- Operated food preparation equipment, maintaining cleanliness and safety standards.
- Assisted in inventory management, tracking stock levels and minimizing waste.
- Trained new staff on sandwich-making techniques and customer service protocols.
- Implemented efficient workflow processes to enhance service speed during peak hours.
- Monitored food safety practices, ensuring compliance with health regulations.
- Resolved customer complaints promptly, enhancing overall satisfaction and loyalty.
- Collaborated with team members to optimize meal assembly and presentation standards.
- Greeted guests, promoted specials, and took orders.
- Operated the cash register with accuracy, ensuring proper handling of transactions.
- Kept workplace clean and organized in line with restaurant policies.
- Increased speed of service through effective multitasking and time management skills.
- Maintained a clean and organized workspace, adhering to strict sanitation standards.
- Collaborated with team members to maintain a smooth workflow during busy hours.
- Prioritized excellent communication skills to understand customer preferences accurately while minimizing errors in orders.
- Demonstrated flexibility by covering shifts when needed, ensuring consistent staffing levels for optimal operation.
- Enhanced customer satisfaction by providing exceptional service and well-crafted sandwiches.
- Prepared and served hot and cold sandwiches based on customer preferences.
- Upheld high standards of customer service at all times to enhance client loyalty and satisfaction.
- Trained new employees on company policies and procedures, contributing to overall team performance and growth.
- Promoted hygiene practices within the team by consistently following food safety guidelines and regulations.
- Prepared and presented food in compliance with health and safety guidelines.
- Restocked and rotated stock in display case to mitigate stock loss.
- Operated manual and electric appliances to peel, slice, and trim food.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Trained team members to prepare sandwiches and other items according to instructions.
- Shared information with customers about menu items, preparation methods, and ingredients.
- Built rapport with regular customers by remembering their names and preferred orders, fostering a welcoming environment.
- Executed sandwich artistry duties with very low occurrence of errors.
- Developed proficiency in preparing various sandwich types, meeting diverse customer preferences and dietary needs.
- Consistently met daily sales targets through upselling techniques such as suggesting add-ons or meal deals to customers.
- Maintained clean and sanitary work station, contributing to hygienic dining environment.
- Maintained up-to-date knowledge of food safety regulations, ensuring compliance and protecting customers.
- Balanced multiple tasks during busy periods, ensuring all customers received prompt and attentive service.
- Operated cash register and handled transactions accurately, ensuring smooth checkout process.
- Assisted in menu development, introducing popular items that became customer favorites.
- Customized orders to accommodate special requests, enhancing customer loyalty.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Accurately operated cash register to process customer payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Prepared salads, soups and sandwiches for customers.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Filled out daily shift log to record amount of food prepared, used and leftover.
- Replenished serving stations with fresh food and cleaned up spills.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Brewed coffee and tea and changed out drink station syrups.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
Restaurant Busser
The Broiler Steak House
09.2009 - 12.2012
- Maintained cleanliness and organization of dining areas to enhance guest experience.
- Collaborated with servers to ensure timely delivery of food and beverages.
- Assisted in setting up and breaking down dining setups for events and busy shifts.
- Monitored table turnover rates to optimize seating efficiency during peak hours.
- Trained new bussers on operational standards and best practices for customer service.
- Implemented strategies to streamline workflow, improving overall restaurant efficiency.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Enhanced customer satisfaction by ensuring tables were cleared and cleaned promptly after guests left.
- Maintained a clean and safe dining environment by sweeping floors, wiping down surfaces, and keeping walkways clear of debris.
- Assisted servers in managing their sections effectively, providing timely water refills and bread service.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
- Supported the overall dining experience by setting up tables with appropriate silverware, glassware, and linens.
- Contributed to smooth restaurant operations by promptly resetting tables for new customers.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Increased efficiency in table turnover by quickly clearing dirty dishes and preparing tables for the next guests.
- Developed excellent relationships with managers and fellow team members to support team success and positive work environment.
- Worked well in diverse team settings by partnering with others to complete tasks.
- Trained new staff in bussing and cleaning procedures.
- Pitched in extra hours and helped other staff during unexpected times of high volume to improve seating availability and food delivery to tables.
- Helped servers expedite food orders during busy hours by running food from the kitchen quickly and accurately.
- Collaborated with kitchen staff to ensure dishes were properly sorted and returned to the dishwashing area.
- Reset used tables within prescribed timeframes to expedite turnover and increase available dining room space.
- Organized and cleaned assigned sections by sanitizing and cleaning table, counter, and kitchen surfaces.
- Ensured guest satisfaction by addressing any concerns or issues related to table settings or cleanliness efficiently.
- Demonstrated strong teamwork by assisting servers with food delivery during peak times when needed.
- Provided respectful and courteous bussing services while operating within active dining rooms.
- Assisted with moving tables, chairs and other restaurant service equipment within dining rooms.
- Enhanced overall restaurant presentation through constant upkeep of common areas such as entryways, waiting areas, coat rooms, and restrooms.
- Delivered smooth and timely service to customers by offering additional silverware, extra napkins, and cleaning spills.
- Provided exceptional customer service while assisting servers with carrying trays, delivering beverages, or attending to special requests from guests.
- Aided in maintaining a positive atmosphere within the restaurant through friendly interactions with coworkers and guests alike.
- Performed pre-bussing duties such as vacuuming surrounding floors and removing large waste.
- Assisted in training new bussers on restaurant procedures, table settings, and customer service expectations.
- Upheld high standards of cleanliness throughout the restaurant by periodically checking restrooms for tidiness and stocking necessary supplies.
- Maintained a comprehensive knowledge of menu items, daily specials, and allergen information to provide informed assistance when necessary.
- Helped manage operations of restaurants by cleaning up spills and other messes quickly to minimize hazards.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Assisted with bussing tables and cleaning up spills.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Assisted wait staff with timely food delivery and guest requests.
- Greeted customers and provided menus upon arrival to dining room.
Education
High School Diploma -
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Cash handling
- Telephone etiquette
- Problem-solving skills
- Team collaboration
- Verbal and written communication
- Hospitality services
- Issue handling
- Confidentiality handling
- Call routing
- Hospitality best practices
- Call forwarding
- Multitasking and organization
- Visitor registration
- Email and telephone decorum
- Problem-solving
Timeline
Front Desk Receptionist/Night Auditor
Holiday Inn Express Hotel
12.2021 - Current
Restaurant Waiter
The Broiler Steak House
02.2015 - 02.2022
Sandwich Artist
SUBWAY®Restaurants
11.2012 - 12.2014
Restaurant Busser
The Broiler Steak House
09.2009 - 12.2012