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
9
9
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, CA12.2017
High School Diploma -
Windsor High School
Windsor06.2015
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
Hotel Front of House Manager
Timber Cove Resort
03.2022 - Current
Front Desk Agent
Hilton Garden Inn
07.2021 - 03.2022
Beauty Advisor
Sally Beauty
03.2016 - 10.2020
No Degree - Psychology And Child Development
Santa Rosa Junior College
High School Diploma -
Windsor High School
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