Julia Paniagua

**** **

th

Street

San Diego, CA 92104

707-***-****

adg6vy@r.postjobfree.com

Work Experience

The Meritage Resort and Spa

Events Manager (January 2019-March 2020)

Understand and ensure group sales contracts and ensure clients are adhering to contract guidelines

Work with clients to plan corporate meetings/events held at the resort including meeting room set-ups, menus, activities, hotel arrival/departures

Create detailed banquet event orders and resumes for incoming group meetings and events

Communicate/coordinate with other departments

regarding group meeting activity

Sell banquet menus to optimize hotel revenue and guest experiences

Oversee execution of events to ensure client satisfaction.

Perform planning site inspections to showcase property The Meritage Resort and Spa

Front Office Supervisor (August 2017-January 2019)

Oversee operations of front desk, hotel operator, and bell staff.

Create department schedule with 40 employees.

Input and review department’s payroll.

Act as manager on duty for 504 room properties.

Train/coach new and current employees.

Create department operating procedures.

Respond to and Resolve guest inquiries/issues to guests’ satisfaction.

Respond to online guest reviews/surveys.

Perform daily stand ups for department/property.

Greet and assist with VIP arrivals/departures.

Help prepare department for group arrivals/ departures. Silverado Resort and Spa

Spa Front Desk Coordinator (November 2016-August 2017)

Book incoming appointments over the phone/in person using a spa booking engine.

Answer incoming phone calls and assist guests with various requests.

Sell various treatments for guests based on their needs/wants.

Anticipate guest needs to ensure they feel comfortable.

Effectively resolve guest issues and ensure the guest leaves satisfied.

Sell various products ranging from clothing to skincare.

Collect payment for treatments or product purchases.

Have an understanding of different types of spa treatments and how they benefit the guest.

Enforce the facility’s policies.

Silverado Resort and Spa

Guest Service Agent (May 2015-November 2016)

Successfully check in incoming guests to the resort.

Ensure incoming guests are booked for the correct dates, room type, and reservation package.

Understand all outlets throughout the property and explain thoroughly to guests.

Assist managers with projects and tasks to ensure a smooth operation of the front office.

Anticipate needs for a variety of guests ranging from leisure to business.

Perform satellite check ins for large groups staying on the property.

Assist unsatisfied guests and ensure the issue is resolved to the guest’s satisfaction.

Successfully check out departing guests.

Able to explain receipt to guests and answer questions about charges.

Resolve guest billing inquires/disputes.

Collect valid form of payment from guest.

Answer and filter incoming phone calls to the resort.

Assist with booking room reservations.

Assist guests with various types of requests (transportation, dining, activities)

Complete department reports thoroughly and resolve/prevent issues.

Effectively communicate with different types of personalities at any given time. Target

Guest Service Supervisor (June 2011-May 2015)

Supervise front end of the store (cashiers, guest service, photo department)

Monitor and navigate flow of guests to ensure short wait times for cashiers.

Ensure team is providing excellent customer service.

Ensure team is promoting store’s credit/debit cards to meet monthly quota.

Write department schedule to meet business needs.

Ensure team is following daily schedule and everyone is taking their breaks in a timely manner.

Ensure all cash is removed from registers at the end of the night.

Assist unsatisfied guests and resolve the issue. Education

Napa Valley College 2011

Napa, CA 94558

English AA

Skills

Technology

Proficient in Microsoft Word and Excel

Proficient in Opera

Proficient in Infor

Proficient in SpaSoft

Proficient in Salesforce

Additional Skills

Excellent time management skills.

Excellent communication skills in writing and speaking.

Strong problem-solving skills.

Works well in a fast pace environment.

Works well in a team focused workplace.

Adaptable to various environments.

Reliable and has a strong work ethic.

Sales

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