Victoria Gordin

20885 Hwy 1,CA

Summary

Proven leader in hospitality management, adept at elevating guest experiences and boosting revenue, as demonstrated at Timber Cove Resort. Skilled in POS and PMS operations and guest relations, with a talent for staff training and mentoring. Achieved significant improvements in guest satisfaction and operational efficiency through innovative strategies and a strong work ethic.

Overview

years of professional experience

Work History

Hotel Front of House Manager

Timber Cove Resort

03.2022 - Current

Managing and training the Front Office Staff and coordinating all Front Desk activities
Attended weekly Revenue and monthly P&L Meetings to compare and look into new ways of improving and progressing
Worked closely with OTA's such as DesignHotels, Expedia, and Booking.com
Implemented Front Desk Upgrades and Commissions with a detailed SOP for training
Ensure the Front Desk and Housekeeping present a positive and professional image to guests
Resolved guests complaints while maintaining positive customer environment.
Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
Created weekly schedules for Front Desk and Housekeeping
Managed Housekeeping Staff and supported with room inspections and cleaning
Thoroughly counted inventory for Housekeeping and Front Desk Gift Shop to get a thorough and consistent order

Front Desk Agent

Hilton Garden Inn

07.2021 - 03.2022

Collected room deposits, fees, and payments.
Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Resolved guest issues promptly, resulting in positive feedback and return visits.

Beauty Advisor

Sally Beauty

03.2016 - 10.2020

Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
Processed payments, entering sales in register for prompt customer service.
Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.

Education

No Degree - Psychology And Child Development

Santa Rosa Junior College

Santa Rosa, CA

12.2017

High School Diploma -

Windsor High School

Windsor

06.2015

Skills

Retail Operations
Work Ethic and Integrity
Patience and Empathy
Cash Handling
Written and verbal communication
Complex Problem-Solving
POS and PMS system operations
Inventory Management
Hospitality service expertise
Front Desk Operations and Management

Housekeeping Management
Guest Relations Management
Employee Scheduling
Special Event Coordination
Training and Mentoring
Social Media networking
Brand Management
Computer Skills
Flexible Schedule
Multitasking

Timeline