Victoria Cota
Eureka,CA
Summary
Dynamic professional with extensive experience at The Inn @ 2nd & C, excelling in guest relations and multitasking abilities. Proven track record in enhancing customer satisfaction through exceptional service and maintaining high standards of cleanliness. Skilled in reservation management and teamwork, consistently achieving positive outcomes in fast-paced environments. Demonstrated initiative in improving service delivery and operational efficiency.
Hospitality professional with strong foundation in guest relations and customer service. Efficient in managing check-ins, addressing guest concerns, and ensuring welcoming atmosphere. Known for collaboration with team members and flexibility to adapt to varying guest needs.
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Hotel Front Desk Agent
The Inn @2nd & C
08.2020 - Current
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Completed late check-ins and directed guests to rooms and facilities.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Housekeeping Lead
The Inn @2nd & C St
08.2018 - Current
- Mentored new hires during onboarding process, facilitating a smooth integration into the housekeeping team.
- Kept up-to-date knowledge on industry best practices through continuous professional development opportunities.
- Developed comprehensive checklists for daily tasks, resulting in consistent completion of all duties as assigned.
- Assisted management in hiring decisions by conducting interviews and selecting qualified candidates for open positions.
- Implemented inventory control systems for supplies and equipment, minimizing waste and ensuring availability when needed.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
- Sorted, laundered and put away various laundry items.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Changed bed linens and collected soiled linens for cleaning.
- Collaborated with other departments, establishing effective communication channels for seamless operations.
- Enhanced guest satisfaction by maintaining consistently high standards in room cleanliness and presentation.
- Coordinated with maintenance staff to address any necessary repairs or upkeep promptly within guestrooms or common areas.
- Improved overall cleanliness and organization of the facility by implementing efficient housekeeping procedures.
- Promoted sustainability initiatives through eco-friendly cleaning practices and green product choices.
Breakfast Attendant
The Inn @ 2nd & C
08.2018 - Current
- Provided attentive service and proactively assessed guest needs.
- Addressed customer complaints and inquiries to verify satisfaction.
- Offered product samples, answered questions and helped customers find items.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Monitored dining room inventory and replenished as necessary.
- Assisted with bussing tables and cleaning up spills.
- Established rapport with customers by providing friendly and attentive service.
- Monitored food and beverage supplies, assisting with restocking when needed.
- Proactively sought feedback from guests regarding their experience, using it constructively to improve future service.
- Provided exceptional customer service, addressing guest inquiries and resolving issues in a timely manner.
- Ensured cleanliness of dining area, maintaining a welcoming environment for guests.
Education
High School Diploma -
Santa Rosa High School
Santa Rosa, CA06-2003
Skills
- Guest relations
- Initiative-taking
- Reservation management
- Teamwork orientation
- Professional appearance
- Customer service
- Phone and email etiquette
- Detail-oriented
- Teamwork and collaboration
- Hospitality services
- Office organization
- Payment collection
- Room service
- Invoicing and billing
- Teamwork
- Front desk operations
- Multitasking Abilities
- Reliability
- Adaptability and flexibility
- Check-in and Check-out procedures
Certification
- ServSafe Food Handler's Certification
- Ca Driver's License
- Alcohol Server/Seller Certification - ServSafe Alcohol or TIPS.
- Sexual Harassment Training
Timeline
Hotel Front Desk Agent
The Inn @2nd & C
08.2020 - Current
Housekeeping Lead
The Inn @2nd & C St
08.2018 - Current
Breakfast Attendant
The Inn @ 2nd & C
08.2018 - Current
High School Diploma -
Santa Rosa High School
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