PROFESSIONAL EXPERIENCE

Hampton Inn & Suites by Hilton/ Shiva Hotels 

Front Desk Agent

03/2022 to Present | Aurora, Colorado USA

• Answers guest inquiries and provided information regarding hotel services and amenities.

• Resolves sources of dissatisfaction and implements processes to prevent future service obstacles.

• Assist guests with check-ins, account inquiries and any additional services needed.

• Responds to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

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Radisson Hotel Group / The Pandey Hotel Corporation

Front Desk Supervisor

03/2021 to 03/2022  | Aurora, Colorado USA

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• Supports the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level.

• Supervises the front office team fostering a culture of growth, development and performance within the department.

• Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.

• Builds and maintains effective working relationships with all key stakeholders.

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Radisson Hotel Group / The Pandey Hotel Corporation

Training Facilitator 

08/2019 to 03/2021  | Aurora, Colorado USA

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• Identifies  internal and external training programs to address competency gaps for members of the Guest Services team. 

• Facilitates learning through a variety of delivery methods including classroom instruction, Online training, and on-the-job coaching.

• Tracks and reports on training outcomes of the guest service team. 

• Organizes, develops or source training programs to meet specific training needs of the guest services team.

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Radisson Hotel Group / The Pandey Hotel Corporation

Guest Services Agent

03/2019 to 08/2019  | Aurora, Colorado USA

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• Answers guest inquiries and provided information regarding hotel services and amenities.

• Resolves sources of dissatisfaction and implements processes to prevent future service obstacles.

• Assist guests with check-ins, account inquiries and any additional services needed.

• Responds to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

• Utilizes creativity and effective communication skills to manage guest relations during a 5 day plumbing crisis. 

• Took initiative by improving guest experience through creation of new printed marketing materials.

• Assisted local law enforcement to catch a perpetrator of credit card fraud. (He had been responsible for at least $20K in credit card fraud).

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Johnson & Wales University 

Office Assistant, College of Hospitality Management 

09/2017 to 05/2018 | Denver, Colorado USA

• Conducted administrative duties including greeting students at the front desk, answering phones, and organizing documents.

• Assisted faculty members by coordinating their schedules and quickly completing their administrative requests.

• Answered incoming calls and messages and responded in a professional manner.

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Embassy Suites by Hilton / Dimension Development

Guest Services Representative / Lead Guest Services Trainer

 02/ 2017 to 08/ 2017 |  Centennial, Colorado USA

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• Responded to over 150 check-ins and check-outs on an average AM shift.

• Facilitated the requests of Hilton Honors guests as the hotel’s Hilton Honors Champion.

• Managed a bank daily and posted various charges including marketplace purchases.

• Facilitated the training of new Guest Services Representatives, Guest Service Supervisors, and Night Audits.

• Enhanced the hotel’s emergency and contingency policies & procedures for efficiency and clarification.

• Evaluated and responded to all S.A.L.T. (Satisfaction and Loyalty Tracking) feedback, and guest reviews.

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Johnson & Wales University

Administrative Assistant, Experiential Education & Career  Services

 02/ 2016 to 02/ 2017 |  Denver, Colorado USA

 

• Assisted the department with daily operations.

• Answered an average of 20 daily incoming calls and responded accordingly exceeding department standards. Coordinated Job Fair & Career Expo even consisting of 100+ employers.

• Assisted faculty members by coordinating their schedules and quickly completing their administrative requests.

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Johnson & Wales University

Administrative Assistant, Career Services 

 02/ 2016 to 02/ 2017 |  Denver, Colorado USA

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• Effectively communicated to university guest and internal staff team regarding partnership community events. Provided administrative assistance to faculty and,staff and internal management teams.

• Monitored the appearance and performance of the university's concierge desk through surveys and evaluations.