Sam Sandoval Email and Phone Number

• Leading diverse, international and cross-functional Customer Support teams to exceed company standards and service level expectations.• Passionate, internal growth advocate who provides guidance and coaching at a regular cadence• Commended for retaining a CEO Mindset, and taking initiative with thoughtful but fasted paced decision making• Glady leans into colleagues' strengths in order to aid them in achieving their professional goals and actualizing company standards but remains ready to hold difficult conversations to gain insight on issues and conduct root cause analysis to foster improvement • Holds strong project management skills with a devotion to process improvement via the implementation of appropriate tooling, training adjustments, and workflow modifications. • Advocate for customers to provide data-driven, actionable insights for product teams.• Actively, honestly, and openly advocates for progressive change in the company when needed and regularly participates in service manager level discussions regarding change and innovation• Willing to take ownership and learn from personal or team-wide failures or mistakes as they are opportunities for growth and education

- Work with Sales Department and Housekeeping to prepare for and intercept VIP Guests and Contracted Reservation Groups of up to 100 persons. - Curated scheduling of hourly front office employees and aided in onboarding, shadowing, de-escalation upskilling and responded to guest complaints in person and via third-party review platforms

Assisted guests with the check in and out process with the use of OPERA system.Devised and implemented new policy and procedure for improved mail handling, greatly reducing lost or misplaced mail incidences for guests.Created a formal airport transfer pickup log and communication procedure for front desk, bellman, and valet staff to improve airport transfer experience for guests. Won company award twice for most revenue generated from guest upgrades.Approximately 30 guest reviews called out my exemplary service and hospitality as part of their stay.Built, modified, and cancelled reservations as well as scheduled and replied to reviews on third party sites for the hotel property.

Accurately assisted with the booking and confirmation of reservations in person and over the phone.Warmly welcomed and accommodated guests with the use of the OpenTable software system while remembering names, appearances, and preferences to personalize each guest’s dining experiences.Mapped out reservations in a timely manner while factoring in waitlisted guests. Provided accurate wait times to walk-in guests as well as informed them of Nopa’s multiple dining accommodations.