Caroline Tuifua-Urias
Lemon Grove
Summary
Proven leader in hospitality management with expertise in boosting guest satisfaction and optimizing operations at Crescent Hotels & Resorts. Skilled in complaint resolution, front desk operations, and enhancing team performance to elevate customer service. Adept at problem-solving and training, with a strong ability to improve communication across departments for a seamless guest experience. Known for excellent interpersonal skills, reliable customer interactions, and a positive, professional attitude.
Pursuing full-time or part-time role in payroll administration. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Assistant Front Office Manager
Crescent Hotels & Resorts
03.2018 - 11.2024
- Led weekly team meetings to address challenges, track progress, and set goals for improvement.
- Managed room inventory to maximize revenue during peak periods and coordinated with housekeeping and maintenance to ensure quality and availability.
- Implemented procedures for handling guest complaints, boosting customer satisfaction.
- Oversaw group reservations, collaborating with event planners and sales teams for special requests.
- Ensured accurate billing and front desk operations, maintaining confidentiality of guest and hotel information.
- Enhanced guest satisfaction by streamlining check-in/check-out processes and reducing wait times.
- Provided training and mentorship to improve team performance and customer service.
- Served as Manager-on-Duty during peak times or staff absences, ensuring consistent management presence.
- Coordinated with sales and marketing to promote services, special offers, and events.
- Reconciled end-of-day reports for accurate billing and payment processing.
- Developed organized filing and documentation systems to support department operations.
Education
GED -
Morse High School
San Diego, CA06-2007
Skills
- Front desk operations
- Cash handling accuracy
- Data inputting
- Complaint handling
- Hotel policy enforcement
- Effective multitasking
- Data entry
- Training and coaching
- Account reconciliation
- Documentation and control
- Attention to detail
- Problem-solving abilities
Languages
Tonga
Professional Working
Interests
- Video Gaming
- Yoga
- DIY and Home Improvement
- Music
- Playing Sports
- Fundraising Events
- Cooking
- I like trying new recipes and food trends
Timeline
Assistant Front Office Manager
Crescent Hotels & Resorts
03.2018 - 11.2024
GED -
Morse High School
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