Steven Vialpando-Lovato
Colorado Springs
Summary
It's my goal to maintain a revolving knowledge of all factors that contribute to a successful resort, as well as to be an integral part through my leadership skills and passion to retain clientele and drive revenue.
Overview
6
6
years of professional experience
Work History
Group Reservations Coordinator
Hotel Indigo San Diego
08.2024 - 01.2026
- Managed all group reservations, changes, cancellations, sub-blocks, citywide groups, rooming lists, deposits, billing, routing, inventory, pickup, and accurate entry/reporting into Opera
- Prepared group VIP details, correspondence, site visits, pre-planning stays, room assignments, upgrades, pre-arrival notifications, and coordinated welcome amenities, room drops, and special requests
- Generated and distributed no-show, pickup, arrival, cancellation, post-event audit, and other required group and citywide reports before, during, and after stays
- Responded to guest concerns, escalated issues requiring follow-up, balanced inventory, assigned rooms daily, upgraded elite members, and ensured smooth arrivals and departures
- Promoted teamwork through daily communication, coordinated with front office, housekeeping, sales, and other departments as well as assisted during peak periods, covering lunch shifts, and attended planning meetings as needed
- Maintained accurate group files and notes, ensured contract requirements were met, coordinated site rooms, managed records, and completed administrative duties as anticipated
- 210 Guest Rooms
Assistant Front Office Manager
Mountain Shadows Resort
02.2022 - 08.2024
- Responsible for leading the Front Office operations, including front desk, night audit, concierge, valet and bell
- Acted as MOD for all guest challenges each shift
- Worked with neighboring departments to contribute to total guest experience
- Increased Medallia scores for Overall Arrival (+0.50), Front Desk Helpfulness (+0.20), Front Desk Friendliness (+0.16) and Personally Recognized (+0.87) in Q3 of 2023
- Contributed to the upsell program totaling $86,205 for 2023, with an individual total of $15,703
- Controller of upsell incentive program, uploading total weekly upsells to payroll; engaging and incentivizing colleagues to participate in the program
- Surveilling guest feedback through Medallia; sending e-mail follow-up surveys to enhance Trip Advisor scores
- 219 Guest Rooms
Front Office Supervisor
Hilton Phoenix Resort at the Peak
10.2021 - 02.2022
- Responsible for leading the Front Office, PBX and Bellmen
- Shift MOD for property, completion of daily checklist tasks, billing, inquiries, guiding GSAs and training, managing inventory, resolving guest conflict and facilitating guest satisfaction
- 328 Guest Rooms
Barista
Dulce Capital
04.2021 - 10.2021
- Prepared and served a variety of coffee, espresso, blended beverages, and teas while memorizing standard and off-menu recipes
- Operated the cash register, processed payments accurately, and handled cash responsibly, as well as maintained a clean, organized workspace to support smooth operations and team efficiency
- Delivered efficient, calm, and friendly customer service during high-volume rushes
Front Office Supervisor
Scottsdale Plaza Resort
08.2019 - 03.2021
- Shift MOD - ensured completion of daily Front Desk tasks, training GSAs, responded to phone calls for reservations and guest inquiries, interdepartmental communication to ensure guest needs/ requests are met, managing inventory and contributing to positive feedback from guest through anticipatory and responsive guest service.
- 404 Guest Rooms
Education
High School Diploma -
Santa Fe High School/ Santa Fe Community College
NMSkills
- Strong organization
- Hotel operations
- Microsoft office
- Sales experience
- Property management systems
- Revenue management
Timeline
Group Reservations Coordinator
Hotel Indigo San Diego
08.2024 - 01.2026
Assistant Front Office Manager
Mountain Shadows Resort
02.2022 - 08.2024
Front Office Supervisor
Hilton Phoenix Resort at the Peak
10.2021 - 02.2022
Barista
Dulce Capital
04.2021 - 10.2021
Front Office Supervisor
Scottsdale Plaza Resort
08.2019 - 03.2021
High School Diploma -
Santa Fe High School/ Santa Fe Community College