LAURA ROBLES
Vancouver,Canada
Summary
Professional with robust international experience in hospitality management, prepared for pivotal role in front desk operations. Demonstrates strong focus on team collaboration and achieving results, with reputation for reliability and adaptability. Expertise includes guest relations, staff training, and process optimization. Known for excellent communication skills and proactive approach to problem-solving.
Overview
6
6
years of professional experience
Work History
Front Desk Trainer and Rooms Controller
Fairmont Pacific Rim
06.2023 - Current
- Developed training materials in alignment with LQA and Forbes standards to ensure consistent service quality.
- Created and implemented performance management programs to increase employee engagement and productivity, identify performance gaps, and develop targeted learning solutions.
- Streamlined room assignment processes and managed room inventory effectively to improve operational efficiency and guest experience.
- Assigned tailored room categories to enhance the overall guest experience.
Front Desk and Reservations Agent
Hotel BLU
01.2022 - 06.2023
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
Administrative Assistant
Security First Insurance
01.2020 - 01.2022
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Guest Relations Agent
The Walt Disney Company
01.2019 - 01.2020
- Assisting guests with challenges in ticketing, reservations, itinerary planning and special requests
- Engaged with guests and their needs to an ensure a tailored experience with knowledge of the Walt Disney Resort's offerings.
- Managed high-pressure situations effectively, ensuring minimal impact on guest satisfaction levels.
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
Education
Master Business Administration -
University Canada West
06-2023
International Hotel Management -
Anahuac University
05-2018
Skills
- Time Management
- Problem-Solving abilities
- Adaptability
- Customer service expertise
- Exceptional communication
- Employee coaching
- Upsell champion
- Excellent people skills
Accomplishments
- Actively contributed to the hotel's highest-ever reputation performance score since 2019.
- Recognized as Upsell Champion for the first three quarters of 2024.
- Three-time Destination Vancouver Nominee.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Trainer and Rooms Controller
Fairmont Pacific Rim
06.2023 - Current
Front Desk and Reservations Agent
Hotel BLU
01.2022 - 06.2023
Administrative Assistant
Security First Insurance
01.2020 - 01.2022
Guest Relations Agent
The Walt Disney Company
01.2019 - 01.2020
Master Business Administration -
University Canada West
International Hotel Management -
Anahuac University
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