Virginia Fierro
Las Vegas,NV
Summary
Dynamic Guest Services Supervisor with 16 years at Wyndham Resorts, excelling in customer satisfaction and conflict management. Proven track record in financial auditing and team training, fostering a collaborative environment. Bilingual in English and Spanish, adept at utilizing software like Opera and Excel to enhance guest relations and operational efficiency.
Overview
15
15
years of professional experience
Work History
Guest Services Supervisor
Wyndham Resorts
04.2024 - Current
- Supervised guest service operations to ensure exceptional customer satisfaction.
- Trained and mentored staff on resort policies and procedures.
- Resolved guest complaints efficiently, enhancing overall experience.
- Coordinated front desk activities, optimizing workflow and service delivery.
- Monitor, balance, and verify all end of day reports.
Guest Services Agent/Auditor
Wyndham Resorts
11.2013 - 04.2024
- 16 years delivering accurate financial auditing hotel procedures.
- Completes necessary reports in a timely manner and meets deadlines.
- Managed guest relations, ensuring satisfaction through personalized service and prompt issue resolution while executing auditing operations.
- Trained new agents on procedures and customer service best practices to enhance team performance.
- Adhere to standards and operating procedures as outlined in the front desk department manuals.
Guest Service Representative
Wyndham Resorts
08.2010 - 11.2013
- Delivered exceptional guest service, addressing inquiries and resolving issues efficiently.
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Coordinated with housekeeping and maintenance teams to uphold resort standards.
- Maintained accurate records of guest interactions and preferences for personalized service.
Education
High School Diploma -
Chula Vista High School
Chula Vista, CAMedical Assistant - Medical Assistant
UEI College
Chula Vista, CA06-1995
Skills
- High level customer service skills and Guest Relations
- Financial Accounting skills
- Conflict management
- Proficient in Microsoft Excel, I Hotelier, Focus, Opera, Payment Gateway programs
- TAM and CPR Certified
- Bilingual English and Spanish
- Takes pleasure in maintaining a happy, collaborative team working environment
Timeline
Guest Services Supervisor
Wyndham Resorts
04.2024 - Current
Guest Services Agent/Auditor
Wyndham Resorts
11.2013 - 04.2024
Guest Service Representative
Wyndham Resorts
08.2010 - 11.2013
High School Diploma -
Chula Vista High School
Medical Assistant - Medical Assistant
UEI College