Angelina Gomez
Summary
Dedicated and proficient hospitality professional with a personable and organized approach. Displaying notable interpersonal and problem-solving abilities, excels in managing guest relations and administrative tasks to ensure smooth daily operations and contribute to a positive work environment. Focused on enhancing guest satisfaction and driving operational efficiency, ultimately leading to positive outcomes for the organization.
Overview
8
8
years of professional experience
1
1
Certification
Work History
FRONT OFFICE RECEPTIONIST & RESERVATIONS AGENT
Best Western Sanctuary Inn
Tamworth, Australia
10.2023 - 12.2024
- Attended to guests' calls in a timely manner
- Monitored the inbox, prioritizing urgent emails and replying to guests and agents in a timely manner
- Processed reservation requests, changes and cancellations received over the phone, email or through online distribution channels
- Understand guest needs in order to make recommendations and upsell when possible
- Dealt with third party agents, assisting with new reservations, modifications and cancellations
- Maintained knowledge of all current room rates and packages available at the Hotel
- Prepared daily reports for Hotel Manager
- Liaised with Housekeeping, Maintenance and Food & Beverage departments to ensure guests' requests are fulfilled and concerns are addressed
- Liaised with the Sales and Events team escalating large group and conference enquiries when necessary
- Performed daily cashier and banking duties ensuring everything balances
- Prioritized a positive experience for the guests through out daily arrival and departure procedures.
- Deal with guest complaints promptly and efficiently, escalating them when necessary
CAFÉ MANAGER
Keppel Café
Marysville, Australia
11.2020 - 10.2023
- Manage day-to-day opening and closing operations of the cafe
- Supervise team members during daily operations
- Ordering necessary weekly stock for front of house operation
- Coordinate with the kitchen during busy periods to ensure smooth service and high customer satisfaction
- In charge of daily closing and balancing of the cash register
- Suggest new drinks or menu items based on seasonality, popularity, and demand (e.g., vegan or gluten free options)
- Constantly rotating and promoting old stock to avoid loss
- Train new employees on drink preparations, café standard operations and proper use of equipment
- Advise and help team members on the best ways to resolve customer complaints to achieve the outcome with the highest level of satisfaction
- Foster friendly relationships with regular customers to create loyalty and boost the café's reputation
- Maintain updated records of stock efficiently ordering supplies only when needed, avoiding over ordering thus saving costs
- Develop weekly cleaning schedules to ensure all areas of the café are clean and tidy
FRONT OFFICE RECEPTIONIST AND F&B ATTENDANT
Peppers Hotel
Marysville, Australia
11.2020 - 07.2022
- Performed daily guest arrivals and departures process
- Fulfilled guest requests and enquiries
- Maintained constant communication amongst all hotel departments
- Dealt with and successfully resolved guest complaints, resulting in guest satisfaction
- Dealt with third party agents regarding cancellations and reservation updates
- Ensured the cashier was balanced and closed properly after every shift
- Worked as the restaurant host
- Performed restaurant opening duties and cashier closure duties
- Worked as a Conference and Events attendant
FRONT OFFICE RECEPTIONIST
Travelodge Hotel
Sydney, Australia
03.2020 - 11.2020
- COVID-19 QUARANTINE FACILITY FOR RETURNED TRAVELERS
- Worked under a high pressure, fast paced environment while welcoming and checking travelers into the hotel
- Assisted guests with enquiries and requests throughout their quarantine
- Worked alongside NSW Police, Australian Defense Force and NSW Health to ensure the operation ran as smoothly as possible while ensuring the guest's wellbeing
FRONT OFFICE RECEPTIONIST
Travelodge Hotel
Sydney, Australia
11.2018 - 11.2020
- Trained new team members on how to perform daily operations and effectively use the system
- Performed daily guest arrivals and departures process
- Responsible for preparing, welcoming and seeing large group arrivals through
- Fulfilled guest requests and enquiries
- Maintained constant communication amongst all hotel departments
- Dealt with and successfully resolved guest complaints, resulting in guest satisfaction
- Assisted Duty Manager with duties such as commission clearing
- Constantly dealt with third party agents regarding cancellations and reservation updates
- Ensured the cashier was balanced and closed properly after every shift
- Assisted with reconciliation process of Minibar and Car Parking revenue
- Crossed trained as a Reservations Agent
- Crossed trained as a Night Auditor
FOOD & BEVERAGE ATTENDANT
The Grace Hotel
Sydney, Australia
04.2017 - 08.2019
- Dealt with customer complaints, aiming for positive outcomes and guest satisfaction
- Worked as the restaurant host
- Performed restaurant opening duties and cashier closure duties
- Worked buffet style breakfast, lunch, and dinner
- Worked as a Room Service attendant
- Worked as a Conference and Events attendant
- Worked as a Mini bar attendant
- Used micros system
- Used Opera System
Education
Bachelor of Business - International Hotel and Resort Management
Blue Mountains International Hotel Management
Australia02.2019
Skills
- High pressure environment
- Fast paced environment
- Customer service
- Cross-functional teamwork
- Problem solving
- Verbal and written communication
- Time management
- Cash handling
- Organization skills
- Conflict management
- Administrative skills
Languages
English
Spanish
Certification
First Aid, Basic Emergency Life Support & Cardiopulmonary Resuscitation
Timeline
FRONT OFFICE RECEPTIONIST & RESERVATIONS AGENT
Best Western Sanctuary Inn
10.2023 - 12.2024
CAFÉ MANAGER
Keppel Café
11.2020 - 10.2023
FRONT OFFICE RECEPTIONIST AND F&B ATTENDANT
Peppers Hotel
11.2020 - 07.2022
FRONT OFFICE RECEPTIONIST
Travelodge Hotel
03.2020 - 11.2020
FRONT OFFICE RECEPTIONIST
Travelodge Hotel
11.2018 - 11.2020
FOOD & BEVERAGE ATTENDANT
The Grace Hotel
04.2017 - 08.2019
Bachelor of Business - International Hotel and Resort Management
Blue Mountains International Hotel Management