Crystal Hinton
Los Angeles
Summary
Hospitality expert with over 15 years of experience in Guest relations. Authorized to work in the US for any employer Willing to relocate : Anywhere
Overview
16
16
years of professional experience
Work History
Front Desk Supervisor
Hilton
08.2023 - 10.2025
- Managed high-volume administrative tasks including guest check-ins/outs, reservation updates, and billing, ensuring accuracy and compliance with hotel standards.
- Digitized and organized guest records using property management software, contributing to streamlined document retrieval and secure data storage.
- Operated office equipment such as scanners, printers, and multi-line phone systems to support front desk operations and document handling.
- Trained new team members on front desk procedures, system usage, and customer service protocols, fostering a collaborative and efficient work environment.
- Ensured quality control by verifying guest information, resolving discrepancies, and maintaining compliance with privacy and data protection standards.
- Developed and refined workflows for handling guest documentation, improving speed and accuracy in record-keeping and reporting.
- Communicated effectively with housekeeping, maintenance, and management teams to coordinate guest services and resolve operational issues.
Guest Service Representative
Hotel Indigo
08.2022 - 08.2023
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
- Issue, control and release guest safe-deposit boxes
- Up-sell rooms where possible to maximize hotel revenue
- Answer phones in a prompt and courteous manner
- Welcome guests in a friendly, prompt and professional manner
- Register guests, issue room keys, provide information on hotel services and room location
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Respond appropriately to guest complaints
- Make appropriate service recovery gestures in order to ensure total guest satisfaction
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Promote team work and quality service through daily communications and coordination with other departments
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc
Guest Service Representative
Courtyard by Marriott
05.2022 - 08.2022
- Organize, confirm and process guest check-ins/check-outs and adapt for any changes
- Secure payment, verifying and adjusting billing as needed
- Provide guests with room and hotel information, directions, amenities and local interests
- Run daily reports, review to ensure accuracy, and report any discrepancies
- Process all payment types such as room charges, cash, checks, debit, or credit
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
- Count bank at the end of each shift securely
- Accept and record wake-up calls, delivering to the right department
- Communicate any emergency, lost item or theft to proper security staff and/or authorities
- Keep contingency lists in case of emergency and communicate any necessary messages
Front Desk Clerk
Sonesta
03.2021 - 05.2022
- Check in guests, deal with guest issues in a professional and quick manor
- Deal with cashiering and running the Hotel Market
- Answers guests calls, emails and concerns.
- Helps run the Bistro and make coffee along with Pastries.
- Check in multiple airline crews.
Guest Service Agent/Night Auditor
Twin's Hospitality
02.2018 - 04.2020
- Checked guests in/out efficiently using OnQ PMS, handling up to 100+ guests nightly.
- Balanced cash drawer and processed credit card transactions with 100% accuracy.
- Responded to guest inquiries and resolved issues promptly, maintaining a 95% satisfaction rating.
- Prepared daily activity reports and assisted with basic night audit functions.
Guest Service Agent
Atrium Hospitality
11.2016 - 02.2018
- Providing excellent customer service while maintaining Hampton Brand policies and values.
- Answering guest and outside calls thoroughly and friendly.
- Scanning and faxing documents for guest.
- Regularly using microsoft word and excel. Assist in other departments i.e. housekeeping, laundry, sales, banquets, night audit and kitchen. Team player.
Supervisor
Hilton LONG BEACH
10.2015 - 03.2016
- Demonstrating effective managerial skills by proactively taking the lead, ensuring guest experience a memorable stay, and that all Hotel's standards are withheld.
- Managing front desk for a three-star hotel with 398 rooms.
- Overseeing the professional execution of guest comments daily.
- Increasing guest retention by exceeding guests' expectations while teaching fellow colleagues to utilize professional warmth.
Guest Service Agent
Hilton LONG BEACH
01.2011 - 10.2015
- An understanding of the Hilton policies allowed the opportunity to promote our Hilton Honors Rewards.
- Efficiently checked guests in and out of rooms.
- Answered any and all questions from guests.
- Booked transportation and tour for hotel guests.
- Maintained a steady flow of calls from guests while transferring other business matters to correct departments.
- Executed medium to large cash payments proficiently.
- Proficient liaison between housekeeping and guests.
Room Attendant
Hilton LONG BEACH
01.2010 - 01.2011
- Maintained the Hilton name when preparing a room for the next guest to arrive.
- Cleaning average of 16 rooms per day.
- Developed knowledge for hazardous operations of cleaning equipment.
- Kept room-cart organized and clean.
Education
High School or Equivalent -
Robert A. Millikan High School
06.2009
Skills
- Office Management & Training
- Interviewing
- Guest Relations Experience
- Organizational Skills
- Attention to Detail
- English
- Night Audit
- Hotel experience
- Night audit
- Serving Experience
- Front desk
- Cash handling
- Upselling
- Knowledge of OPERA, FOSSE and OPERA for hotel systems (10 years)
- Typing
- Housekeeping Management
LANGUAGES
French | Native
Timeline
Front Desk Supervisor
Hilton
08.2023 - 10.2025
Guest Service Representative
Hotel Indigo
08.2022 - 08.2023
Guest Service Representative
Courtyard by Marriott
05.2022 - 08.2022
Front Desk Clerk
Sonesta
03.2021 - 05.2022
Guest Service Agent/Night Auditor
Twin's Hospitality
02.2018 - 04.2020
Guest Service Agent
Atrium Hospitality
11.2016 - 02.2018
Supervisor
Hilton LONG BEACH
10.2015 - 03.2016
Guest Service Agent
Hilton LONG BEACH
01.2011 - 10.2015
Room Attendant
Hilton LONG BEACH
01.2010 - 01.2011
High School or Equivalent -
Robert A. Millikan High School