Lena Mendoza
Palatine
Summary
Guest Service Representative with a strong commitment to enhancing guest satisfaction and resolving issues efficiently. Experienced in managing front desk operations, conducting financial audits, and ensuring safety protocols. Known for building professional guest relationships and providing effective support to team members.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Marriott Hotels
Wood Dale
12.2022 - 02.2026
- Resolved guest concerns and provided exceptional customer service.
- Greeted arriving guests and checked them in to their rooms.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Documented guest comments and complaints, escalating issues to management for prompt resolution.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Processed payments from customers using cash and credit cards.
- Oversaw nightly front desk operations and facilitated guest check-ins.
- Assisted in training new staff on operational procedures and policies.
- Conducted financial audits, ensuring accuracy in daily revenue reports.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Prepared nightly reports for management review and analysis.
- Processed night audit paperwork, verifying daily room occupancy and reviewing hotel revenue.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Documented wake-up requests and set up automatic calls in system.
- Monitored security systems and ensured safety protocols were followed.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Provided support to housekeeping staff by preparing keys for departing guests when requested.
- Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Coded invoices to maintain organized and accurate records.
- Maintained well-stocked and presentable complimentary food and beverage station.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Tracked income and expenses for business using accounting software.
- Kept records of room availability and guest accounts, manually or using computers.
- Input and confirmed reservations for guests.
- Posted incidental charges to ledgers, manually or by using computers.
- Contacted housekeeping or maintenance staff to report room or building issues.
Guest Service Representative
Marriot Hotel
Schaumburg
10.2019 - 12.2020
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Managed guest check-in and check-out procedures, reservations and payments.
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Resolved customer complaints efficiently, ensuring guest satisfaction and fostering positive experiences.
- Cultivated professional relationships with guests through active response and dedicated assistance, enhancing loyalty and retention.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Collaborated with staff to streamline check-in processes, effectively addressing guest needs and boosting overall satisfaction.
- Input customer data into reservation software and made immediate updates to reflect room changes.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Monitored reservations to track incoming parties and special events.
- Balanced hotel accounts at end of each shift.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Educated guests regarding important property information and directions to different hotel areas.
- Responded calmly and professionally to guest complaints and resolved issues promptly.
- Rectified volatile situations quickly through active listening and effective communication.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Completed financial audits on scheduled basis.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Guest Service Representative
Motel 6 Hotel
Rolling Meadows
07.2016 - 08.2019
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed guest check-in and check-out procedures, reservations and payments.
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Resolved customer complaints and ensured satisfaction through effective issue resolution.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Coordinated with housekeeping and maintenance staff to promptly address facility issues.
- Balanced accounts and conducted nightly audits, maintaining accurate financial records.
- Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues.
- Input customer data into reservation software and made immediate updates to reflect room changes.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
Guest Service Representative
Walmart
Wheeling
12.2013 - 11.2014
- Helped customers find specific products, answered questions and offered product advice.
- Authorized discounts and special actions to resolve customer disputes, enhancing customer satisfaction.
- Met high productivity standards in processing payments for customers.
- Scanned, priced and bagged customer groceries quickly to keep lines moving.
- Verified customer identification for alcohol or tobacco purchases.
- Oversaw cashiers to identify strengths and weaknesses in customer service and payment processing, improving overall team performance.
- Trained new team members in cash register operation, stock procedures and customer services.
- Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
- Devised promotional plans to target and move excess stock and high-profit items, increasing sales of soon-to-expire merchandise.
- Monitored company return policy while processing refunds by inspecting merchandise for wear or damage.
Education
High School Diploma -
Palatine High School
Palatine, IL06-2006
Skills
- Customer service
- Problem resolution
- Payment processing
- Refunds processing
- Credit adjustments
- Transaction analysis
- Data management
- Customer relationship management
- Customer data entry
- Reservation management
- Sales tracking
- Logistics management
- Cash handling
- Follow-up skills
- Live chat support
- Phone support
- Call escalation
- Support case resolution
- De-escalation techniques
- Team collaboration
- Team building
- Training and mentoring
- Attention to detail
- Basic math
- Effective communication
- Active listening
- Client relations
- Empathy
- Adaptability and flexibility
- Decision-making
- Critical thinking
- Creative solutions
- Service excellence
- Courteous demeanor
- Email management
- Data protection
- Opening and closing accounts
- Service excellence
- Creative solutions
Timeline
Customer Service Representative
Marriott Hotels
12.2022 - 02.2026
Guest Service Representative
Marriot Hotel
10.2019 - 12.2020
Guest Service Representative
Motel 6 Hotel
07.2016 - 08.2019
Guest Service Representative
Walmart
12.2013 - 11.2014
High School Diploma -
Palatine High School