Vanessa Rivera
San Antonio
Summary
Guest Services Professional with expertise in delivering exceptional customer experiences within hospitality environments. Achieved high levels of customer satisfaction through effective problem-solving and conflict resolution, while fostering strong team collaboration. Committed to enhancing guest services and operational efficiency by managing inquiries and reservations seamlessly.
Overview
19
19
years of professional experience
Work History
Guest Service Representative
The Historic Menger Hotel
San Antonio, TX
04.2025 - Current
- Managed check-in and check-out processes, ensuring efficiency and accuracy in reservations.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction ratings.
- Delivered exceptional guest experiences through effective communication and problem-solving skills.
- Trained new staff on customer service protocols and hotel policies, fostering a collaborative environment.
- Coordinated with housekeeping and maintenance teams to ensure room readiness for arrivals.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Implemented feedback systems to gather guest insights for continuous service improvement initiatives.
Front Desk Guest Service Representative
Homewood Suites by Hilton
San Antonio, TX
10.2022 - Current
- Greeted guests and ensured a comfortable stay, fostering a welcoming experience that encouraged return visits. Started to train for the system Onq in October 2022, so I’m able to check guest in & out of the hotel, print out receipts for guest stay. Print out reports for the day during the morning shift such as high balance reports, to make sure the guest balance on their folio is paid. Pre assign guest rooms and try to help accommodate their request. Count the register for the market at the start and end of my shift. Managed customer requests and complaints professionally, enhancing guest satisfaction and loyalty. Assisted guests with luggage and provided suggestions for dining and entertainment. Always clean and sanitize our work area.
- Delivered exceptional guest service, addressing inquiries and resolving issues promptly.
- Managed check-in and check-out processes efficiently to enhance guest experience.
- Coordinated room assignments and special requests to ensure customer satisfaction.
Front Desk Agent
La Quinta Inns & Suites by Wyndham
San Antonio, TX
12.2020 - 02.2023
- Greet and register guests with outstanding customer service with a friendly smile. Settle billing upon guest arrival and at checkout to balance revenue. Create new reservations, modify existing reservations and cancellations. Oversee the execution of all reports to balance before end of my shift. Handle customer requests and complaints in a professional manner. Learned the importance in up-selling our product based on customer needs and our amenities. Assisted in breakfast area to ensure guests received timely service and quality food. and/or housekeeping to assist staff to better serve our guests in a timely manner. Ensured cash drawer balance by counting at start and finish of each shift. before and after my shift to make sure it's balanced. Restock and organize our market area. Communicated directly with department heads through detailed email correspondence, ensuring all teams remained informed. Assist guest with luggage when needed and provide guest with suggestions on places around to eat, or for entertainment purposes. Always clean and sanitize our work area. Coordinated sub-blocking of group reservations to optimize guest accommodation.. Check-in large groups and settle balances. Pre-assign, pre-key group arrivals, post checks and process refunds.
- Managed guest check-ins and check-outs to ensure smooth operations and exceptional service.
- Assisted in resolving guest inquiries and complaints, enhancing overall satisfaction.
- Coordinated room assignments and maintained accurate reservation records using property management system.
Bartender and Barista
EL TROPICANO RIVERWALK HOTEL
San Antonio, TX
03.2019 - 03.2020
- Set up bar
- Prepare drinks for customers
- Greet Customers
- Prepared beverages to enhance customer experience
- Prepare salads and sandwiches
- Greeted customers to create welcoming atmosphere
- Clean bar and cafe area
- Prepared fresh cookies to enhance menu offerings
- Delivered food to customers promptly to ensure satisfaction
Barista/Bartender
Paramour
San Antonio, TX
05.2018 - 02.2019
- Opened bar for service during events
- Open Bar
- Set Up Bar Wells
- Set up Coffee Area
- Maintained cleanliness and organization of bar area and patio to enhance customer experience
- Conducted end-of-shift cash till count to ensure accurate financial reporting
- Operated cash register efficiently during peak hours
- Count down cash till at the end of shift
- Trained new hires on barista and bartender duties to ensure service quality and team efficiency
Cashier/ Barista
Aramark
San Antonio, TX
11.2017 - 05.2018
- Prepared store for daily operations
- Prepare drinks for customers
- Cashier
- Cleaned designated area to maintain cleanliness
- Refilled inventory to ensure product availability
- Greet Customers
- Prepared high-quality drinks to meet customer orders
- Greeted customers upon entry to create welcoming atmosphere
Customer Service Representative
Dr. Phonez
San Antonio, TX
10.2013 - 10.2017
- Provide Customer Service
- Put customer information into the computer
- Operated cash register to process customer transactions
- Collect customer phones brought in for repair
- Help set up phones & tablets for customers
- Run a physical diagnostics on phones before submitting to tech for repair.
- Maintained cleanliness of store by performing regular cleaning tasks
- Welcomed customers upon entry to provide a positive shopping experience
- Responded to incoming phone calls to assist customers with inquiries
- Processed sales of accessories to enhance customer purchases
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly
- Run a physical diagnostic on phones before submitting to tech for repair.
- Sale Accessories
- Restore or place customer devices in DFU mode
Associate Manager
The Sweet Factory
San Antonio, TX
11.2007 - 09.2010
- Operated cash register, sampled candy, and assisted customers with product recommendations to enhance purchasing experience.
- Managed store opening and closing procedures, including daily cash deposits.
- Close out cashier shift, put up the tills, balance safe and handle all paperwork for the day. Fax end of day balances to our (DSL) district leader.
- Ensured customer satisfaction by addressing inquiries and resolving issues promptly.
- Our job duties were sweeping, mopping, and refilling the candy bins, wash dishes, and sampling.
Education
Academy for Massage
San Antonio, TX05.2015
Skills
- Guest Services
- Professional conduct
- Cash management
- Reservation processing
- Reservation management system
- Synxis system
- Office software
- Word processing
- Sanitation Procedures
- Guest service
- Advanced Word skills
- Coffee Service
- Beverage Knowledge
- Data entry proficiency
- Cleaning (10 years)
- Front Desk
- Reception expertise
- Front Office
- Barista Experience
- Experienced in Coffee varieties
- Cleaning (10 years
- Word (10 years)
- Detail-oriented
- Documentation and reporting
- Issue resolution
- Complaint handling
- Organizational skills
- Problem-solving
- Multitasking
- Flexible schedule
- Clear communication
- Teamwork and collaboration
- Relationship building
- Accounting fundamentals
- Professional conduct
- Office support
- Computer skills
- Attention to detail
- Basic accounting
- Tourism industry insight
- Dining expertise
- Room charging
- Room availability
- Hospitality Trends
- Cash handling experience
- Office administration
- Cleaning
- Clear communication
- Multitasking Abilities
- Organizational skills
- Teamwork and collaboration
- Active listening
- Relationship building
- Team building
- Training and mentoring
- Office support
- Task prioritization
- Problem-solving
- Attention to detail
- Scheduling software
- Local Attractions
- Professionalism
- Office administration
Timeline
Guest Service Representative
The Historic Menger Hotel
04.2025 - Current
Front Desk Guest Service Representative
Homewood Suites by Hilton
10.2022 - Current
Front Desk Agent
La Quinta Inns & Suites by Wyndham
12.2020 - 02.2023
Bartender and Barista
EL TROPICANO RIVERWALK HOTEL
03.2019 - 03.2020
Barista/Bartender
Paramour
05.2018 - 02.2019
Cashier/ Barista
Aramark
11.2017 - 05.2018
Customer Service Representative
Dr. Phonez
10.2013 - 10.2017
Associate Manager
The Sweet Factory
11.2007 - 09.2010
Academy for Massage