Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Grindelia Lopez

Stockton

Summary

Skilled Front Desk Manager with rich background in hospitality and customer service. Demonstrated strengths in team leadership, communication, and problem-solving skills. Notable for improving customer satisfaction scores through exceptional guest relations and efficient management of front desk operations.

Overview

8
8
years of professional experience
2017
2017
years of post-secondary education

Work History

Front Desk Manager

Best Western Plus Heritage Inn
Stockton
11.2019 - Current
  • Managed front desk operations, ensuring smooth guest check-in and check-out processes.
  • Supervised front desk staff, providing training and support to enhance service quality.
  • Coordinated room assignments, optimizing occupancy rates and guest satisfaction.
  • Handled guest inquiries and complaints with professionalism and effective problem-solving skills.
  • Implemented standard operating procedures to improve efficiency in front desk operations.
  • Monitored inventory of supplies, ensuring adequate stock levels for front desk operations.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness.
  • Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
  • Assisted with training new staff members on front desk procedures and policies.
  • Completed financial audits on scheduled basis.
  • Generated reports detailing daily actions, guest numbers, accounting expenses, and income and room service usage.
  • Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Uploaded timesheets for payroll for all employees
  • Translated for meetings for all departments and for one on one conversations
  • Assisted General Manager in budgeting, forecasting, and financial reporting
  • Assisted with room inspections when needed
  • Worked at hotel bar during busy season

Front Desk Receptionist /Executive Housekeeping Manager

Best Western Plus Executive Inn & Suites
Manteca
01.2018 - 08.2019
  • Greeted guests warmly and guided them through check-in procedures.
  • Managed incoming phone calls and directed inquiries to appropriate departments.
  • Scheduled reservations and maintained accurate booking records efficiently.
  • Collaborated with housekeeping staff to ensure room readiness for guests.
  • Addressed guest concerns promptly and ensured a positive experience.
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Signed for packages, recorded deliveries, and distributed to personnel.
  • Ensured compliance with health codes and other legal requirements related to cleanliness standards.
  • Washed and polished glass windows and doors to keep entryways clear and professional.
  • Inspected and evaluated physical condition of establishment to submit recommendations to management regarding painting, repairs and reallocation of space.
  • Monitored cleanliness of lobby, swimming pool and other common areas.
  • Conducted daily inspections of guest rooms to ensure cleanliness and compliance with brand standards
  • Trained new housekeeping staff on cleanliness techniques, safety procedures and customer service protocols
  • Ensured proper handling and reporting of lost and found items

Education

Castlemont Highschool
Oakland, CA

Skills

  • Front desk operations
  • Guest relations
  • Revenue management
  • Cash handling
  • Customer relationship management
  • Staff supervision
  • Financial reporting
  • Problem solving
  • Effective communication
  • Conflict resolution
  • Staff training
  • Guest services
  • Payment processing
  • Hospitality service expertise
  • Training and mentoring
  • Budgeting and finance
  • Fluent in English and Spanish

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Front Desk Manager

Best Western Plus Heritage Inn
11.2019 - Current

Front Desk Receptionist /Executive Housekeeping Manager

Best Western Plus Executive Inn & Suites
01.2018 - 08.2019

Castlemont Highschool

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Grindelia Lopez