Professional in guest services with strong background in hospitality management and customer relations. Valued for ability to lead teams, adapt to changing needs, and consistently achieve results. Skilled in conflict resolution, staff training, and enhancing guest experiences. Known for reliability, effective communication, and results-driven approach.
Hi, I’m
Victoria Diaz
Lowell,MA
Summary
Overview
8
years of professional experience
Work History
Aramark
Assistant Guest Services Manager
09.2024 - Current
Job overview
- Managed housekeeping team of 20 to ensure timely room turnover and optimal guest experience.
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Organized staff schedules effectively ensuring coverage during all shifts without compromising quality of service provided.
- Lead daily meetings to foster team collaboration and address concerns promptly, enhancing team efficiency.
- Coordinate with Facilities Manager for timely resolution of building issues, ensuring seamless guest experiences.
- Provided backup support for Guest Services Manager during peak periods or when needed due to absence or high workload situations.
- Maintained accurate inventory of supplies, ensuring adequate stock levels for daily operations without excess waste or expense.
Aramark
Guest Service Supervisor
01.2024 - 09.2024
Job overview
- Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Supervise housekeeping ensuring high standards for residents, achieving consistent guest satisfaction.
- Oversaw day-to-day operations of 250-room hotel
Aramark
Front Desk Associate
12.2016 - 01.2024
Job overview
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Train new front desk staff, enhancing team efficiency and service quality.
- Managed approximately 50 incoming calls, emails and faxes per day from customers
Education
Southern New Hampshire UniversityManchester, NH
Bachelor of Arts from Liberal Arts And General Studies
05.2023
University Overview
- Dean's List (Fall 2021-Spring 2023)
- 3.83 GPA
- Relevant Coursework: Human Resources & Public Speaking
University of Massachusetts - LowellLowell, MA
No Degree from Graphic Design
03.2018
University Overview
- Relevant Coursework: Graphic Design & Typography
Skills
- Exceptional communication
- Staff Training and Development
- Team Management
- Guest Relations
- Computer Skills
- Conflict Resolution
Accomplishments
Accomplishments
- Collaborated with team in the development of 50 Warren Residence, the conversion of a hotel to a residential building
Timeline
Assistant Guest Services Manager
Aramark
09.2024 - Current
Guest Service Supervisor
Aramark
01.2024 - 09.2024
Front Desk Associate
Aramark
12.2016 - 01.2024
Southern New Hampshire University
Bachelor of Arts from Liberal Arts And General Studies
University of Massachusetts - Lowell
No Degree from Graphic Design
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