Customer Service Guest
Resume:
JENNIFER TOLENTINO
***** * ***** **** *** ****, Cave Creek, AZ 85331
480-***-**** ************@******.***
PROFESSIONAL SUMMARY
Hospitality and customer service professional with over 5 years of direct experience in hotel operations, sales coordination, and guest service. Proven expertise in managing group room blocks, creating rooming lists, distributing BEOs, and handling billing inquiries. Skilled in communication, event logistics, and client relationship management. Adept in hotel systems including OPERA, Delphi, and Microsoft Office 365. Bilingual in English and Arabic with a passion for creating seamless guest experiences and exceeding service expectations.
PROFESSIONAL EXPERIENCE
Regional Office Manager & Senior Coordinator
Starbucks Technology Center – Scottsdale, AZ
Nov 2023 – Present
Manage calendar planning, logistics, and high-level event coordination for executive leadership.
Collaborate with multiple departments to support hybrid events, meetings, and team initiatives.
Distribute communications and internal updates while safeguarding confidential materials.
Support onboarding, training, and team engagement resources—skills transferable to group guest support.
Customer Service Representative – Loyalty
AT&T – Mesa, AZ
Aug 2020 – Aug 2023
Delivered technical support and client care while maintaining a high customer satisfaction rating.
Resolved complex issues quickly through cross-functional collaboration.
Recognized for professionalism, clear communication, and consistent performance metrics.
Group Rooms Coordinator
Omni Scottsdale Resort & Spa – Paradise Valley, AZ
Oct 2018 – Mar 2020
Managed all aspects of group bookings: created room blocks, processed rooming lists, and coordinated billing.
Served as the liaison between the front office, sales, catering, and convention services.
Distributed BEO packets, pickup reports, and resumes to ensure all teams were aligned.
Provided on-site support to groups, maintaining guest satisfaction throughout event lifecycles.
Group Rooms Coordinator / Revenue Support
MGM Grand Hotel – Las Vegas, NV
Jan 2017 – Aug 2018
Oversaw group reservations, tracked revenue reports, and verified billing accuracy.
Updated contracts, assisted sales with upselling packages, and managed group check-ins.
Supported the sales office with administrative tasks, including internal reporting and follow-ups.
Night Audit Manager
Radisson Riverfront Hotel – Windsor, ON, Canada
Jul 2008 – Nov 2013
Conducted nightly audits, balanced daily financials, and resolved discrepancies.
Ensured smooth overnight front desk operations and guest satisfaction.
Assisted accounting with revenue tracking and compliance documentation.
Bar Manager
Jo Cools Neighbor Bar – Brighton, MI
Nov 2013 – Nov 2016
Managed bar staff, schedules, and inventory while ensuring top-notch guest service.
Created seasonal menus, balanced registers, and enforced health and safety standards.
Independent Contractor (Driver)
HopSkipDrive, Lyft, Uber, Amazon Flex – Phoenix Metro Area
2018 – Present
Deliver on-demand rides and packages with consistent 5-star ratings across platforms.
Strong time management, multitasking, and problem-solving under pressure.
KEY SKILLS
Group Sales & Coordination: Room blocks, rooming lists, pickup reports, BEOs
Event & Meeting Logistics: Pre- and post-event coordination, cross-departmental support
Guest Service & Billing Support: Folio review, voucher processing, accurate record keeping
Administrative Support: Microsoft Office 365, SharePoint, Surface Hub, Slack
Hotel Systems: OPERA PMS, Delphi, Passkey, Eptura
Communication: Written/verbal fluency, bilingual (English & Arabic)
EDUCATION
Diploma in Hotel and Restaurant Management
St. Clair College – Windsor, Ontario, Canada
2004 – 2008
ADDITIONAL INFORMATION
Community Involvement: Volunteer with Phoenix Street Medicine providing resources and outreach
Language Proficiency: Fluent in English and Arabic
Availability: Open to weekends and holidays
Commute: 35 minutes to AC Hotel Phoenix Downtown
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