Hayden Berger
Ventura
Summary
Highly Experienced Hospitality Professional optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader who blends advanced organizational, technical, and business acumen. Works effectively with cross-functional teams to ensure operational and service excellence.
Overview
8
8
years of professional experience
Work History
Pre-Arrival Coordinator
Hilton Santa Barbara Beach Front Resort
03.2022 - Current
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Flight room reservations for United and Southwest Airlines.
- Ensuring all Kipsu messages are sent for incoming guests as well as departing guests.
- Ensuring that the house is balanced for both leisure guests and group guests.
In House Reservations Coordinator
Hilton Santa Barbara Beach Front Resort
03.2019 - 03.2020
- Managed large group reservations for corporate events, weddings, and special occasion events.
- Streamlined reservation processes by implementing efficient booking procedures and optimizing software usage.
- Ensured maximum occupancy rates with proactive communication and timely follow-up on reservation inquiries.
- Improved customer satisfaction ratings by promptly addressing concerns and providing personalized assistance throughout the booking process.
- Developed strong relationships with clients, leading to increased repeat bookings and positive word-of-mouth referrals.
- Coordinated group reservations, effectively managing room blocks and special requests for seamless event experiences.
- Maintained working relationships and coordination between different in-house departments to ensure proper procedures for the different events.
- Safeguarded guest privacy by adhering to strict data protection policies while handling personal information in reservation systems.
- Optimized room inventory allocation by regularly reviewing availability reports and adjusting strategies accordingly.
- Enhanced guest experience by offering personalized recommendations for on-site amenities, local attractions, and special events based on guests'' interests and preferences.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Concierge Officer
Ojai Valley Inn & Spa
04.2018 - 03.2019
- Managed concierge desk operations, maintaining accurate records of guest needs and preferences.
- Streamlined check-in procedures for improved efficiency and reduced wait times for guests.
- Maintained a welcoming atmosphere by greeting visitors and providing personalized assistance upon arrival.
- Collaborated with hotel staff to ensure timely responses to guest requests, resulting in high-quality service experiences.
- Organized transportation arrangements for guests, ensuring punctuality and convenience during their stay.
- Provided expert recommendations for local attractions, dining options, and entertainment venues based on individual guest interests.
- Implemented a proactive approach to anticipating guest needs, resulting in increased satisfaction ratings from visitors.
- Developed strong relationships with local businesses, securing preferred rates for guests at nearby establishments.
- Assisted guests with reservations at popular restaurants, shows, or events in the area, creating memorable experiences during their stay.
- Handled sensitive situations involving upset or dissatisfied guests professionally and efficiently to restore positive relations.
- Continuously updated knowledge on local events and attractions to provide accurate information and recommendations to guests.
Front Desk Manager
Hyatt Centric Santa Barbara
02.2016 - 01.2018
- Streamlined check-in and check-out processes for a smoother guest experience.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
- Oversaw front desk operations with an eye for hotel reputation, staff productivity, and operational efficiency.
- Compiled bi-weekly payroll schedules and incentives.
- Night auditor and back and paperwork management.
Education
High School Diploma -
Oxnard High School
Oxnard, CA06.2001
Skills
- Administrative Leadership
- Database Management
- Proficient in Microsoft Word, Excel OnQ and RI
- Data Entry
- Consulting
- Front Office Daily Operations
- Recordkeeping
- Staff Supervision
- Scheduling and Calendar Management
- Presenting Ideas and Plans
- Customer Service
- Relationship Building
Timeline
Pre-Arrival Coordinator
Hilton Santa Barbara Beach Front Resort
03.2022 - Current
In House Reservations Coordinator
Hilton Santa Barbara Beach Front Resort
03.2019 - 03.2020
Concierge Officer
Ojai Valley Inn & Spa
04.2018 - 03.2019
Front Desk Manager
Hyatt Centric Santa Barbara
02.2016 - 01.2018
High School Diploma -
Oxnard High School
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