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
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
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
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
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
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
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
First Aid, Basic Emergency Life Support & Cardiopulmonary Resuscitation
Bachelor of Business - International Hotel and Resort Management
Blue Mountains International Hotel Management
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