Guest Reception and Check-In Procedures: - Successfully manage the guest check-in and check-out processes, ensuring an efficient and welcoming experience that aligns with Viceroy Santa Monica's high service standards.- Proficiently handled reservation systems, including modifications and cancellations, ensuring accurate booking records and enhancing operational efficiency.- Work closely with housekeeping and maintenance teams to ensure all rooms meet quality and cleanliness standards, fostering a seamless guest experience.Crisis Management and Problem Solving:- Demonstrate strong problem-solving skills by effectively managing guest complaints, and maintaining a calm demeanor under pressure.GHA DISCOVERY Program Engagement:- Engage with GHA DISCOVERY membership benefits to promote loyalty and personalized experiences, contributing to guest retention and satisfaction.Local Expertise and Concierge Services:- Provide guests personalized recommendations for local attractions, dining, and events, leveraging comprehensive knowledge of Santa Monica to enhance their stay.

Customer Service Excellence:- Delivered exceptional guest experiences through warm, friendly, and efficient customer service at the front desk.- Proficiently handled guest check-ins and check-outs, ensured accuracy and compliance with hotel policies.- Effectively managed reservations, room assignments, and guest requests with reservation systems to optimize occupancy and guest satisfaction.- Successfully managed multiple tasks in a fast-paced environment, such as phone calls, processed payments, and assisted guests with inquiries.- Responsible for cash, credit card transactions, and accurate record-keeping of financial transactions.- Performed administrative duties, including filing, data entry, and guest records.- Proficiently navigated and utilized property management and reservation software to streamline operations.- Promoted hotel amenities and upsell room upgrades to enhance guest experiences and revenue.Conflict Resolution:- Demonstrated resourcefulness and found solutions to guest requests and challenges.- Effectively mediated and resolved conflicts, and demonstrated a diplomatic and professional demeanor.- Actively sought and incorporated guest feedback to continuously improve service quality.Compliance:- Enforced hotel security protocols and assisted in a safe environment for guests and staff.- Collaborated with fellow staff members to ensure seamless operations and contributed to a positive work environment.- Assisted in training new front desk agents to ensure consistent service standards.- Ensured adherence to all company and industry standards, including health and safety regulations.

China Tour Group Program: -Processed China Tour Group reservations-Updated the comprehensive CTG database-Audit spentTourism/Travel & Hospitality: -Provided general information about our center, directions, store finding-Open Table-Wheelchair rentals-Provided Passports to Shopping travelers-Assisted in a monthly Concierge newsletter-Shop & Dine package for hotels-Hotel Concierge Program-Lunar New Year Activation and Red Envelope Promotion-Golden Week Promotion-Lunar New Year Promotion-Social Media Sweepstakes-Provided information-Multi-language assistanceHappy Returns:-Tracked amount of guests and items received daily-Audited into tracking forms at the end of the day-Activity trackedKipsu: -Provided real-time chat via Kipsu (mall information/questions)-Archived old conversations-Revised quick replies when necessaryInventory: -Reported in a monthly email to management-Collected and submitted all discount offers from tenants-Kept track of Level 3 conference room rentals and collected payments -Monitored all digital directories and reported any discrepancies-Provided lost and found-Filtered all messages for management, sent via email-Handled guest complaints and notifed management if necessary-Assisted management-Called ATM providers to report any issues with any ATMs-Holiday tracked per management-Sent leasing and marketing inquiries to management-Notified management to reboot the mall’s WIFI-Assisted management with Social Media Sweepstakes, had winners sign an affidavit, validated their parking-Monitored Holiday Set (inspecting Christmas set up) and reported any incidents (falling pieces, handprints)-Supported different pop-ups/start-ups-Bev EATS program-Ambassador Program-Assisted with way-finding programs

- Greeted customers in a friendly manner.- Assisted with internal mall marketing promotions.- Provided information about stores within the shopping center including product information.- Continually exceeded guest expectations.

- Handled Yelp reviews with positive responses that can turn negatives into positives for clients.- Designed and scheduled Facebook postings for clients.- Assisted with influencer outreach marketing.- Managed Pay Per Click campaigns.- Managed marketing projects.- Reviewed Google Analytics and track the progress of campaigns.- Assisted senior marketing team with any other tasks, when needed.

- Assisted in marketing and advertisement promotional activities (social media, direct email, and website).- Prepared promotional presentations for sponsorships.- Created more engagement with users and built meaningful connections with users.