Yesenia Lopez
TownePlace Suites by Marriott
Commerce City,CO
2
Languages
6
years of professional experience
Dynamic Front Desk Supervisor with expertise in guest relations and operational efficiency. Proven ability to enhance customer satisfaction through exceptional service and effective staff supervision.
Work History
Front Desk Supervisor
4 Years 8 Months- Supervises front desk operations, ensuring exceptional guest service and satisfaction.
- Handles guest inquiries and resolves issues, promoting positive experiences.
- Train and mentors new staff on hotel policies and customer service standards.
- Coordinates with housekeeping to maintain room readiness and cleanliness standards.
- Implements inventory control measures for supplies, minimizing waste and costs.
- Assists in developing training materials to improve team performance and consistency.
- Analyzes feedback trends to identify areas for service improvement initiatives.
- Train new employees on front desk operations, ensuring they are all well-prepared for their roles and responsibilities.
- Provides exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Schedules and assigns daily work and activities for team members.
- Resolves guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Monitors inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Supports sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Develops strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
Operations Manager
11 Months- Streamlined daily operations to enhance guest satisfaction and team efficiency.
- Implemented training programs to elevate staff performance and service quality.
- Developed standard operating procedures to ensure compliance with brand standards.
- Coordinated cross-departmental initiatives to optimize resource allocation and workflow.
- Collaborated with management to create budgets, ensuring financial accountability and operational success.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Facilitated smooth collaboration between departments through clear communication channels.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
High School Diploma
Skills
Reservations management
Guest relations
Service management
Staff supervision
Training mentorship
Supply chain coordination
Scheduling and planning
Team building
Problem solving
Issue resolution
Team leadership
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
TownePlace Suites by Marriott
12.2021 - CurrentRead More
Operations Manager
Residence Inn Marriott
01.2021 - 12.2021Read More
Martin Luther King Jr.
High School Diploma
Read More