Nayely Villalobos

• Collected room deposits, fees, and payments.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• 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.
• 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.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
• Increased customer loyalty with exceptional communication skills and personalized service.
• Answered customer telephone calls promptly and appropriately handled needs.
• Answered multi-line phone system and enthusiastically greeted callers.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• 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.
• Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
• 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.
• Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
• Assisted in training new front desk agents, sharing best practices and procedures.

Provided timely and friendly reception to incoming guests.

Managed guest inquiries successfully.

Established schedule for maintenance tasks.

• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
• Cultivated warm relationships with regular customers.
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
• Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
• Maintained a clean and orderly dining area for an enjoyable guest experience.
• Bussed and reset tables to keep dining room and work areas clean.
• Assisted in training new hires, providing guidance on restaurant standards and best practices.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Maintained clean and organized dining areas to uphold restaurant hygiene standards.
• Handled cash transactions accurately, contributing to balanced daily financial reports.
• Set positive tone for entire dining experience as first point of contact for incoming guests.
• Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
• Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
• Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
• Explained menu items and suggested appropriate options for food allergy concerns.
• Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
• Used slow periods to restock supplies, ice, trays, and delivery bags.