Valery Del Real
Inglewood
Summary
Seasoned hospitality professional with a proven track record at Hilton Garden Inn Hotel, excelling in guest relations and staff training. Demonstrates exceptional organizational proficiency and problem-solving abilities, enhancing operational efficiency and guest satisfaction. Skilled in reservation management and bilingual communication, significantly contributing to a positive and welcoming environment for guests from diverse backgrounds.
Overview
4
4
years of professional experience
Work History
Assistant Front Desk Manager
Hilton Garden Inn Hotel
05.2024 - 02.2025
- Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
- Supervised front desk staff consisting of 10 employees.
- Provided resources for training new employees and ongoing training for current staff.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Supported the achievement of budgetary targets by controlling expenses related to staffing levels or supplies.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Assisted manager with guest check-in and check-out and provided customer service.
- Managed reservation system, accurately inputting guest details and booking information for smooth operations.
- Served as a knowledgeable resource for guests seeking recommendations on local attractions, dining options, or transportation services.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Responded to customer service inquiries, both in-person and by telephone.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored staff performance and provided feedback and guidance.
Housekeeping Supervisor
H Hotel/ Homewood Suites LAX
10.2023 - 06.2024
- Analyzed guest feedback to identify trends and proactively address areas for improvement.
- Empowered staff through delegation of tasks to strengthen skills and confidence.
- Streamlined inventory processes by assessing and replenishing supplies regularly.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Enhanced appearance of public areas, implementing detailed deep-cleaning schedule.
- Collaborated with front desk to prioritize room cleaning based on guest arrivals and departures, improving overall efficiency.
- Enhanced guest experience by promptly addressing and resolving any housekeeping-related complaints.
- Conducted regular safety drills, ensuring all staff were prepared for emergency situations.
- Coordinated with maintenance department to ensure timely repairs and minimize guest inconvenience.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
Front Desk Agent
H Hotel/Homewood Suites LAX
01.2021 - 10.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Maintained high levels of guest privacy by securely managing personal information.
- Facilitated welcoming environment, greeting guests upon arrival.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
Education
High School Diploma -
California State University, Dominguez Hills
Carson, CASkills
- Hospitality
- Organizational proficiency
- Staff training and development
- Employee appraisals
- Guest relations
- Complaint handling
- Staff training
- Employee hiring
- Shift scheduling
- Reservation management
- Error resolution
- Room inspection
- Cash handling experience
- Check-in management
- Customer service
- Problem-solving
- Time management
- Listening skills
- Telephone and email etiquette
- Verbal and written communication
- Hospitality services
- Housekeeping
- Front desk supplies management
- Team building and supervision
- Administrative skills
- Team building
- Hospitality management
- VIP guest relations
- POS system operation
- Computer reservations systems
- Confirmations and cancellations
- English and Spanish fluency
Timeline
Assistant Front Desk Manager
Hilton Garden Inn Hotel
05.2024 - 02.2025
Housekeeping Supervisor
H Hotel/ Homewood Suites LAX
10.2023 - 06.2024
Front Desk Agent
H Hotel/Homewood Suites LAX
01.2021 - 10.2023
High School Diploma -
California State University, Dominguez Hills
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