Yesenia Lopez
Commerce City,CO
Summary
Knowledgeable Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.
Overview
13
13
years of professional experience
Work History
Front Desk Supervisor
TownePlace Suites by Marriott
06.2017 - Current
- Supervised front desk operations, ensuring exceptional guest service and efficient check-in/check-out processes.
- Trained and mentored front desk staff on hotel policies, customer service standards, and reservation systems.
- Implemented strategies to enhance guest satisfaction, leading to improved online reviews and feedback scores.
- Coordinated with housekeeping and maintenance teams to resolve guest issues promptly and efficiently.
- Managed scheduling of front desk personnel, optimizing coverage during peak hours for operational efficiency.
- Oversaw cash handling procedures, ensuring accuracy in daily revenue reporting and financial transactions.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Managed reservation systems to optimize room availability and enhance guest satisfaction.
- Implemented efficient workflows that improved response times to guest inquiries and requests.
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service protocols and hotel policies.
- Coordinated communication between departments to ensure timely resolution of guest issues.
- Conducted regular audits of front desk procedures to uphold quality standards and compliance.
- Developed promotional strategies that increased occupancy rates during peak seasons.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Trained team members on new hotel services and products to support promotional efforts.
Front Desk Agent
Homewood Suites
02.2013 - 07.2017
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated room assignments and facilitated communication between departments for guest satisfaction.
- Analyzed feedback trends to recommend improvements in service delivery and operational practices.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Trained new staff on front desk procedures and service standards to maintain operational excellence.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Team building and supervision
- Scheduling and planning
- Reservation management
- Listening skills
- Exceptional communication
- Cash control
- Issue resolution
- Staff development
- Complaint management
Timeline
Front Desk Supervisor
TownePlace Suites by Marriott
06.2017 - Current
Front Desk Agent
Homewood Suites
02.2013 - 07.2017