Experience

Pajaro Dunes Resort

• United States
• Hospitality
• 1 - 100 Employee

• Reservations Manager

  • Jan 2016 - Present

• Reservations & Marketing

  • Sep 2013 - Jan 2016



Holiday Inn

• United States
• Hospitality

• Front Office Manager

  • Jun 2013 - Aug 2013

  -Included all tasks of a Front Desk Associate and Guest Experience Champion-Scheduled, hired and oversaw the Front Desk staff, providing coach and counsels and training, to ensure staff met the hotel’s service standards by using IHG’s Stay Real service behaviors.-Regularly met with department managers to discuss schedule of events, property projects, company accounts, IHG Rewards Membership enrollments, ways of improving guest experience and overall satisfaction scores.-Planned and facilitated biweekly department meetings to discuss guest survey scores, operating procedures, and celebrated service performance.

• Front Desk Associate, Guest Experience Champion

  • Jun 2011 - Jun 2013

  -Provided assistance to hotel guests with check in and check out procedures by verifying guest satisfaction with guest room and hotel amenities. -Professionally answered multi-lined phones to assist guests with reservations, directions, billing inquiries, etc.-Responded to in-house guest concerns or complaints in a timely manner by independently handling the situation, and or notifying management.-Planned and facilitated monthly IHG Stay Real branded trainings to support staff in all areas including brand history, customer service, service recovery, conflict management, and to review guest overall satisfaction scores.