Emilia Pineda
Windsor,ON
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Guest Services Representative
Holiday Inn Express & Suites Windsor-East Lakeshore
11.2023 - Current
- Responsible for greeting and registering the guest
- Provide outstanding guest service from time of booking reservation, to check in and throughout guest stay
- Handling guests issues in a professional manner
- Accurate handling of cash, credit card, and any other method used to settle guest accounts
- Process all inhouse guest requests
- Knowledgeable of room types and amenities for upsell
- Respond to general inquiries
- Adhering to brand and department standards
- Able to work closely with other departments in order to achieve hotel's goals
- Able to manage groups and inventory.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
Hotel Manager
Holiday Inn Express Windsor Waterfront Hotel
11.2018 - 11.2023
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Provided services efficiently and with high level of accuracy.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Increased customer service ratings through personable service.
- Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Maintained strict adherence to budgetary guidelines while allocating resources effectively across departments.
- Developed comprehensive emergency response plans to prioritize safety during crisis situations.
- Cultivated lasting relationships with key community members via outreach efforts aimed at fostering support for our business among locals.
- Managed crisis situations, maintaining guest safety and satisfaction during unexpected events.
- Fostered partnerships with local businesses to enhance guests' experience and promote local tourism.
- Responded to guest complaints with effective solutions, turning potential negative experiences into positive ones.
- Oversaw daily financial transactions, ensuring accuracy in billing and improving hotel's financial health.
- Led team of 50+ staff, fostering culture of excellence and teamwork that significantly reduced staff turnover rates.
- Coordinated all hotel operations to ensure seamless service delivery, resulting in enhanced guest experience.
Front Office Manager
Best Western Plus Waterfront Hotel
10.2015 - 11.2018
- Managing Front Office of 308 rooms property
- Assisted with conversion from Waterfront Hotel (Independent hotel) to Best Western Plus brand to ensure compliance
- Assumed General Manager responsibilities when required to
- Managed scheduling, and payroll in areas of Breakfast and Front Desk, according to occupancy forecast, a total of 30 employees
- Reconciled daily night audit package and posted data to spreadsheets, tracing discrepancies and ensuring accuracy in every detail
- Liaising with Sales team to ensure proper execution of group bookings, arrivals and departures
- Closely communicated with other departments for day-to-day operation requirement
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Handled all corporate issues as well as inquiries, requests and complaints from guests and coordinated with other departments to fulfill guest's special requests
- Maintained the highest productivity, employee morale and guest services as possible
- Hired, disciplined and trained employees including but not limited to guest services, brand standards, hotel policies and all computer related systems
- Responsible for the creation of group reservation blocks and maintenance
- Enforced in-house procedures to help ensure the security of the guest and employees
- Assist housekeeping in day to day activities.
Housekeeping Supervisor
Waterfront Hotel Downtown Windsor
04.2014 - 10.2015
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Managed laundry sorting, washing, drying, and ironing.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with regulations.
Night Auditor
Hilton Windsor/Waterfront Hotel Downtown Windsor
07.2006 - 04.2014
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Education
Accounting/Business Administration -
St. Clair College
01.1995
Ontario Secondary School Diploma -
Assumption High School
01.1991
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Guest Relations
- Issue Resolution
- Financial Transactions
- Flexible Schedule
- Payment Processing
- First Aid Training
- Reservation Management System
- Inventory Monitoring
Certification
- Elevate Management Program-Crescent Hotels & Resorts
- IHG General Manager Certified
- IHG Guest Services Manager Program - FOOT
- IHG Managing Housekeeping Certificate
- IHG Way of Clean-Preventative Maintenance Program
- AHLEI Front Office Manager - Best Western
- Best Western Housekeeping Supervisor Certified
- WHMIS Training Certificate
- First Aid / CPR Certificate
- JHSC Certification Part 1 & 2
Skillsummary
- Developed a reputation for high quality of work, organization and timely completion of projects assigned.
- Highly skilled in customer service activities-both on telephone and in person.
- Thorough knowledge of accounting operations.
- Profound knowledge of Property Management System. (Opera, OnQ, Micros, Freedom Pay, Fusebox and Shift4).
- Solid ability to maintain a professional manner under stress.
- Proven record of servicing guest's complaints and resolving problems in a friendly manner.
- Personable and flexible; able to multi-task, and work extremely well with co-workers.
- Highly independent and able to step up and take initiative as needed.
- Excellent communication skills, both in English and Spanish.
References
- Mandy Choi, 519-991-5199, Vice President of Revenue Management and E-Commerce
- Elizabeth Hernandez, 519-995-7562, Digital Creator - Owner at Pirkko Marketing
- Eddy Donis, 519-560-0313, Insurance Agent Allstate Insurance
- Ali Al-Roubaiai, 647-501-9669, Constable at Windsor Police
Languages
Spanish
Native or Bilingual
Timeline
Guest Services Representative
Holiday Inn Express & Suites Windsor-East Lakeshore
11.2023 - Current
Hotel Manager
Holiday Inn Express Windsor Waterfront Hotel
11.2018 - 11.2023
Front Office Manager
Best Western Plus Waterfront Hotel
10.2015 - 11.2018
Housekeeping Supervisor
Waterfront Hotel Downtown Windsor
04.2014 - 10.2015
Night Auditor
Hilton Windsor/Waterfront Hotel Downtown Windsor
07.2006 - 04.2014
Accounting/Business Administration -
St. Clair College
Ontario Secondary School Diploma -
Assumption High School
Similar Profiles
Chastine Ann Elgarico BelardeChastine Ann Elgarico Belarde
Cluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express JumeirahCluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express Jumeirah
Emma NandEmma Nand
Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)Director of Sales - NZ at voco Auckland City Centre (201 KEYS), Holiday Inn Express Auckland (294 KEYS), Holiday Inn Express and Suites Queenstown (227 KEYS)
Kristi LewisKristi Lewis
Front Office Manager at Holiday Inn Express Suites/Candlewood SuitesFront Office Manager at Holiday Inn Express Suites/Candlewood Suites