Beatriz Herrera

• Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
• Motivated and rewarded employees to improve engagement.
• Coached and developed associates to improve soft skills and recovery techniques.
• Collaborated with other departments of the hotel to handle guest requirements from check-in through check-out.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Designed employee work schedules to address complete operational needs.
• Anticipated guests' needs and responded to requests within reasonable amount of time.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Have been crossed trained in Housekeeping, Front of House and Recreation operations.

• Writing a schedule for up to 100 crew members as well as 5 managers and 5 supervisors to meet business needs as it changes.
• Writing a performance schedule for 20 theaters including time slots and meeting projected attendance.
• Counting and managing an average of $200,000 worth of inventory merchandise on a weekly basis
• Counting and depositing an average of $5,000 multiple drops daily.
• Managing operations to ensure the building is running successfully and all guests are satisfied.
• Dealing with guest concerns and making sure each concern is dealt with in a professional manner and in a sufficient amount of time.
• Thoroughly examining applications and hiring crew to help run a successful business.
• Responsible for taking disciplinary actions needed for crew up to and including

• Created a connection and develop rapport with customers to provide outstanding, personalized service.
• Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them.
• Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs.
• Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them
• Build, develop and maintain partnerships with teammates and specialists to maximize effectiveness and serve customers.
• Accurately and efficiently process transactions such as customer deposits and cashing checks.
• Assist customers with inquiries and/or problem resolution in a professional and composed manner, and escalate to manager as appropriate.