Itzel Lugo
Pasadena
Summary
Hospitality professional with progressive leadership experience in hotel operations and food service environments. Currently a Front Desk Supervisor with a strong background in guest relations, team leadership, and service excellence. Experienced in fast-paced hospitality settings, conflict resolution, and cross-department collaboration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Hilton Pasadena
Pasadena, CA
04.2023 - Current
- Promoted from Front Desk Agent to Supervisor based on performance and leadership.
- Supervise front desk operations while ensuring high guest satisfaction and service standards.
- Lead and support team members, providing guidance during daily operations and peak service periods.
- Address guest concerns and implement effective solutions to maintain positive guest experiences.
- Coordinate with hotel departments to ensure smooth daily operations and communication.
- Assist management with operational tasks, team support, and maintaining brand service standards.
Cashier
The Home Depot
07.2020 - 04.2022
- Delivered high-quality customer service in a fast-paced retail environment.
- Processed transactions accurately while maintaining efficiency and professionalism.
- Maintained organized workstations and ensured a clean, welcoming customer area.
- Cross-trained in multiple departments to support team operations and assist customers effectively.
Salad Station / Server Support
Casa Bianca Pizza Pie
Los Angeles, CA
11.2017 - 10.2018
- Prepared salads and maintained food presentation and quality standards.
- Assisted servers during high-volume service periods to support smooth operations.
- Answered phones and processed take-out orders accurately.
- Maintained a clean and organized workstation and restocked kitchen supplies as needed.
Education
High School Diploma -
SEA High School
01-2017
Skills
- Leadership & Team Development
- Guest Relations & Service Excellence
- Hospitality Operations
- Conflict Resolution & Problem Solving
- Communication & Team Collaboration
- Attention to Detail
- Time Management
- Adaptability & Crisis Management
- Training and mentoring
Certification
Management Intensive Skills Program – Hospitality
Timeline
Front Desk Supervisor
Hilton Pasadena
04.2023 - Current
Cashier
The Home Depot
07.2020 - 04.2022
Salad Station / Server Support
Casa Bianca Pizza Pie
11.2017 - 10.2018
High School Diploma -
SEA High School