Diana E. Peralta
Arleta
Summary
Demonstrated reliability and dedication as a professional with over 10 years of experience in customer service and supervisory roles within the hospitality industry.
Overview
14
14
years of professional experience
Work History
Assistant Front Office Manager
Holiday Inn LAX
Los Angeles, CA
08.2024 - 03.2026
- Supervised front office operations, ensuring seamless guest check-in and check-out experiences.
- Trained and mentored front desk staff in customer service excellence and operational procedures.
- Implemented process improvements, enhancing efficiency in handling guest inquiries and reservations.
- Coordinated communication between departments to resolve guest issues promptly and effectively.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Coached employees through day-to-day work and complex problems.
Accounts Receivable
Warner Center Marriott
03.2023 - 10.2023
- Processed and reconciled customer invoices to ensure accurate accounts receivable records.
- Managed collections by communicating with clients regarding outstanding payments and payment terms.
- Maintained account records using accounting software, ensuring data integrity and accuracy.
- Assisted in month-end closing procedures, preparing necessary reports for financial analysis.
- Collaborated with cross-functional teams to streamline invoicing processes and enhance customer satisfaction.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Streamlined credit approval process by conducting thorough analyses of new client applications, reducing financial risk exposure.
Front Office Manager / Supervisor
10.2022 - 03.2023
- Managed daily front office operations to ensure efficient guest service and satisfaction.
- Supervised and trained front desk staff, fostering a collaborative work environment.
- Implemented streamlined check-in/check-out procedures to enhance operational efficiency.
- Resolved guest complaints promptly, improving overall customer experience and retention.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
General Cashier/Accounts Payable
Sheraton Agoura Hills Hotel
Agoura Hills, CA
12.2015 - 04.2016
- Processed customer transactions efficiently using point-of-sale systems.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained accurate cash drawer, ensuring discrepancies were minimized and reported immediately.
- Guided new cashiers through comprehensive training on operational protocols and effective customer engagement strategies.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Reduced errors in accounts payable processing by implementing stricter controls and procedures.
- Increased efficiency in accounts payable processing by verifying vendor invoices against purchase orders and contracts.
- Oversaw reconciliation of accounts payable ledgers, guaranteeing financial accuracy.
- Managed daily activities for accounting, accounts payable, treasury and cost accounting.
- Expedited month-end closing procedures by efficiently reconciling outstanding accounts payable balances.
- Led successful migration of accounts payable system to cloud-based platform.
- Supported audit preparation process by gathering and organizing relevant documentation related to invoice processing and accounts payable activities.
- Supported month-end closing activities, reconciling accounts payable ledgers and preparing accurate financial reports.
- Mentored and trained team members on cash handling procedures.
- Performed monthly bank audits for every team member that had a bank.
Pbx Operator/Front Desk/Accounts Payable
Sheraton Agoura Hills Hotel (Davidson Hotels and Resorts)
Agoura Hills, CA
10.2011 - 08.2013
- Managed multi-line phone systems to ensure timely communication across departments.
- Provided excellent customer service by addressing inquiries and directing calls efficiently.
- Maintained accurate call logs and records for operational tracking and reporting.
- Managed guest check-in and check-out processes, ensuring smooth arrival and departure experiences.
- Addressed guest inquiries and concerns promptly, enhancing overall satisfaction and loyalty.
- Collaborated with housekeeping staff to ensure timely room readiness for guests upon arrival.
- Implemented efficient communication protocols between departments, improving service delivery speed.
- Collected room deposits, fees, and payments.
- 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.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Associate of Occupational Studies degree - undefined
California School of Culinary Arts - Le Cordon Bleu Hospitality and Restaurant Management
Pasadena, CA01.2010
Skills
- Fluent in Spanish
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- Cash handling accuracy
- Operations management
- Complaint handling
- Reservation handling
- Scheduling
- New hire training
- Microsoft Office Suite
- Financial reporting
- Property management systems
- Lost and found procedures
- Expense tracking
- Hotel policy enforcement
- Listening skills
- Effective multitasking
- Training and coaching
- Attention to detail
- Problem-solving abilities
Timeline
Assistant Front Office Manager
Holiday Inn LAX
08.2024 - 03.2026
Accounts Receivable
Warner Center Marriott
03.2023 - 10.2023
Front Office Manager / Supervisor
10.2022 - 03.2023
General Cashier/Accounts Payable
Sheraton Agoura Hills Hotel
12.2015 - 04.2016
Pbx Operator/Front Desk/Accounts Payable
Sheraton Agoura Hills Hotel (Davidson Hotels and Resorts)
10.2011 - 08.2013
Associate of Occupational Studies degree - undefined
California School of Culinary Arts - Le Cordon Bleu Hospitality and Restaurant Management