Summary
Overview
Work History
Education
Skills
Assessments
Timeline
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Monica Harlan

Alhambra,CA

Summary

Dedicated and passionate Manager with 16 years of Administrative/Managerial experience. A results-driven professional committed to providing exceptional customer service through in-depth problem-solving and strong communication skills. Striving to develop and implement strategies that support customer retention, satisfaction and product sales.

Overview

16
16
years of professional experience

Work History

Guest Services Assistant Manager

Hotel Burbank
04.2022 - Current
  • Manage 20+ employees that include front desk staff and concierge during each 9 hour morning or evening shift
  • Use Opera Cloud, Knowcross, and UKG software to run operations.
  • Answer multi-line phone systems while attending to guest needs including check-in/check-out process
  • Provide an inviting and comfortable environment to the guests at all times
  • Listen, investigate, and resolve guest issues and employee issues
  • Respond to reviews on third party websites
  • Organize and respond to emails from co-workers in a timely manner
  • Great communication with all department managers to ensure smooth daily operations are met
  • Interview potential employees
  • Train new employees with their daily tasks to ensure proper procedures are met.

Office Administrator

LA CANADA PREPARATORY SCHOOL
07.2008 - 04.2022
  • Head office administrator managed a campus of 300 students and families
  • Managed a staff of 60 employees, working in 10-hour shifts
  • Appointed schedules for 14 different classrooms, recreational sports, and recesses
  • Showcased interpersonal skills to work with prospective families
  • Responded to visitor inquiries and refer to appropriate person
  • Answered multi-line phone systems while managing the campus
  • Oversaw and assisted day to day scheduling for multiple superiors
  • Organized office and kept supplies stocked for all staff, classrooms, and yards
  • Instructed computer class for kindergarten through 3rd grade while managing the office
  • Instructed mathematics for 1st through 3rd grade using an individualized program for each child
  • Communicated with parents weekly regarding students academics.

Education

Community College in Hospitality Management and Tourism -

Glendale Community College
Glendale, CA
06.2010

High school diploma -

Crescenta Valley High School
La Crescenta, CA
06.2008

Skills

  • Highly proficient in Opera Cloud, Knowcross, and UKG software
  • Strong communication skills
  • Property tours
  • Record keeping
  • Decision making
  • Conflict resolution
  • Computer skills including Microsoft Office, G Suite, Zoom, PowerPoint, Microsoft Excel, Google Spreadsheets, Slack, Windows and MacOS Operating Systems
  • Organizational skills

Assessments

  • Verbal communication, Proficient, 03/01/22, Speaking clearly, correctly, and concisely
  • Administrative assistant/receptionist, Proficient, 03/01/22, Using basic scheduling and organizational skills in an office setting
  • Customer focus & orientation, Proficient, 03/01/22, Responding to customer situations with sensitivity

Timeline

Guest Services Assistant Manager

Hotel Burbank
04.2022 - Current

Office Administrator

LA CANADA PREPARATORY SCHOOL
07.2008 - 04.2022

Community College in Hospitality Management and Tourism -

Glendale Community College

High school diploma -

Crescenta Valley High School

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Monica Harlan