Aileen Villalobos
Westminster
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Committed to leaving great, lasting impression.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Limelight Hotels
Denver, CO
06.2023 - Current
- Welcome guests upon arrival and assign rooms
- Provide information about hotel, available rooms, rates, and amenities
- Respond to guests' complaints in a timely and professional manner
- Sold upgrades to increase revenue
- Book same day reservations, pre-registered guests as required
- Accept reservations, changes, and cancellations
- Recommend restaurants and activities
- Provide change, post charges, reconcile daily work, and make deposits
- Attend resume meetings for business travel clients and pass down highlights to team
- Balanced house based on availability
Front Desk Agent
The Rally Hotel, Sage Hospitality
Denver, CO
06.2022 - 05.2023
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs for a total of 182 rooms
- Responded to an average of more than 50 calls per day
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at 100% capacity
- Trained new staff members in customer service techniques and hotel operations.
Barista
Starbucks
Westminster, CO
08.2021 - 01.2022
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Used POS system to accurately enter orders and process payments.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
Education
High School Diploma -
Front Range Community College
Westminster, CO05.2022
Skills
- Customer Service
- Credit and Cash Payments
- Strong interpersonal skills
- Bilingual (fluent Spanish)
- Ability to follow instructions both oral and written
- Quick and perceptive with people
- Adaptable in teamwork
Certification
Certified Guest Service Professional (CGSP)
Credential awarded by the American Hotel and Lodging Educational Institute upon successful completion of Guest Service Gold course and certification examination, May 2023.
Timeline
Front Desk Agent
Limelight Hotels
06.2023 - Current
Front Desk Agent
The Rally Hotel, Sage Hospitality
06.2022 - 05.2023
Barista
Starbucks
08.2021 - 01.2022
High School Diploma -
Front Range Community College
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