Shalina Hurtado
Anaheim
Summary
Committed to adaptability and reliability, consistently delivering high-quality results in fast-paced environments.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Front Desk Supervisor
Best Western Park Place
Anaheim
08.2022 - Current
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new front desk staff, enhancing team performance and service quality.
- Implemented procedures to improve guest satisfaction scores through proactive service strategies.
- Managed room inventory using property management systems to optimize occupancy rates.
- Coordinated with housekeeping and maintenance teams to ensure timely resolution of guest issues.
- Resolved guest complaints effectively, fostering positive relationships and repeat business opportunities.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Attended staff meetings and brought issues to attention of upper management.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Caregiver
24 Hour Home Care
El Segundo, CA
04.2022 - 08.2022
- Assisted clients with daily living activities, ensuring comfort and safety.
- Monitored health conditions, promptly reporting changes to healthcare providers.
- Developed personalized care plans in collaboration with families and medical staff.
- Provided emotional support, enhancing clients' mental well-being and social engagement.
- Maintained accurate documentation of client progress and care provided for compliance purposes.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted patients with self-administered medications.
- Provided safe mobility support to help patients move around personal and public spaces.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
Caregiver
Relative
Anaheim, CA
01.2018 - 05.2021
- Trained new caregivers on best practices for client care and safety protocols.
- Implemented strategies to improve client mobility and independence in activities of daily living.
- Coordinated transportation for clients to medical appointments and social activities.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
Reservation Agent
Desert Palms Hotels & Suites
Anaheim, CA
08.2018 - 03.2020
- Managed reservation systems to ensure accurate booking information and customer satisfaction.
- Coordinated with clients to resolve inquiries and provide tailored travel solutions.
- Streamlined booking processes, improving efficiency and reducing errors in reservations.
- Trained junior agents on system usage and customer service protocols to enhance team performance.
- Analyzed booking trends to optimize inventory management and improve resource allocation.
- Developed and implemented new procedures for handling group reservations effectively.
- Collaborated with marketing teams to promote special offers, increasing overall bookings significantly.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Ensured data accuracy across reservation systems through regular audits and routine database maintenance tasks.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Provided customers with information about availability and pricing.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
Education
No Degree - Sonography Program
Cypress College
Cypress, CAGeneral Studies
Fullerton College
Fullerton, CASkills
- Communication (verbal & written)
- Teamwork & collaboration
- Time management
- Problem-solving
- Adaptability / flexibility
- Reliability & work ethic
- Leadership
- Conflict resolution
- Critical thinking
Timeline
Front Desk Supervisor
Best Western Park Place
08.2022 - Current
Caregiver
24 Hour Home Care
04.2022 - 08.2022
Reservation Agent
Desert Palms Hotels & Suites
08.2018 - 03.2020
Caregiver
Relative
01.2018 - 05.2021
No Degree - Sonography Program
Cypress College
General Studies
Fullerton College