Zenobia Parrilla
Columbia
Summary
Experienced with front office management, ensuring smooth and efficient operations. Utilizes leadership and organizational skills to maintain high level of service. Track record of fostering collaborative team environment and consistently meeting guest satisfaction goals.
I am willing to relocate
Overview
6
6
years of professional experience
Work History
Front Office Supervisor
Graduate by Hilton Columbia
05.2023 - 01.2026
- Operational Oversight: Manage daily front desk operations during assigned shifts, ensuring the team is adequately staffed and meeting all service standards.
- Team Leadership: Supervise reception and concierge staff, conducting shift briefings and providing ongoing coaching and mentoring to improve team performance.
- Guest Relations: Resolve complex guest inquiries and complaints promptly to maintain a high level of satisfaction.
- Administrative Management: Collaborate with management to optimize room occupancy and ensure accuracy in booking and room assignments.
- Financial Accountability: Monitor billing and payment collection processes, handling cash and credit transactions while reconciling registers at shift-end.
- System Proficiency: Utilize hotel management software for reservations and troubleshooting technical issues.
- Compliance & Safety: Enforce security protocols and emergency procedures while ensuring timely submission of legal documentation for foreign guests.
- Supervised front office operations, ensuring seamless guest check-in and check-out experiences.
- Trained and mentored staff on customer service standards and operational procedures.
Night Auditor
Hilton Downtown Columbia
11.2022 - 05.2023
- Revenue Management: Maximized revenue by upselling additional facilities and services.
- Accounting: Maintained updated records of bookings and payments while verifying credit card data and payment methods.
- Front Desk Operations: Registered guests, assigned rooms, and provided detailed information regarding rates and amenities.
- Specialized Service: Arranged personalized services for VIP guests and coordinated group reservations for events.
- Managed nightly financial audits ensuring accuracy of all transactions and balancing reports.
- Coordinated front desk operations, providing exceptional customer service to enhance guest experiences.
Front Desk Clerk
Embassy Suites by Hilton
09.2021 - 11.2022
- Service Coordination: Liaised with housekeeping to ensure rooms were clean and fully furnished to meet guest needs.
- Operations: Performed all check-in/check-out tasks and managed high-volume online and phone reservations.
- Guest Support: Responded to client complaints in a professional manner and provided information on hotel facilities.
- Managed guest check-in and check-out processes, ensuring efficient service delivery.
- Handled guest inquiries and resolved issues promptly, enhancing overall satisfaction.
Customer Service Representative
Maximus Call Center
10.2020 - 07.2021
- Account Servicing: Handled inquiries regarding Federal Student Aid (FSA) Loan Servicing via phone and live chat.
- Documentation: Processed Credit Bureau Requests and accurately notated accounts regarding actions taken.
- Resolved customer inquiries using CRM software, ensuring timely and accurate responses.
- Managed high call volumes while maintaining quality service standards and customer satisfaction.
Deli Clerk
Publix Super Markets
04.2020 - 05.2021
- Customer Care: Provided premier service by greeting customers and assisting with product-related decisions.
- Assisted customers with deli selections, ensuring excellent service and product knowledge.
- Operated slicing and preparation equipment while adhering to safety and sanitation standards.
Education
Associate of Arts - Coursework
Midlands Technical College
Columbia, SC05-2012
Theatre - Coursework
Converse College
Spartanburg, SC01-2012
High School Diploma -
AC Flora High School
Columbia, SC05-2011
Skills
- Hospitality: Guest Services, Hotel Operations, Front Desk Management, Room Assignments
- Leadership: Staff Training & Mentoring, Shift Supervision, Conflict Resolution
- Technical: Hotel Management Software, Microsoft Word, Help Desk Systems
- Business: Upselling, Negotiation, Financial Reconciliations, Pricing
- Issue handling
- Staff management
- Shift scheduling
- Multitasking proficiency
LANGUAGES
English: Fluent
Timeline
Front Office Supervisor
Graduate by Hilton Columbia
05.2023 - 01.2026
Night Auditor
Hilton Downtown Columbia
11.2022 - 05.2023
Front Desk Clerk
Embassy Suites by Hilton
09.2021 - 11.2022
Customer Service Representative
Maximus Call Center
10.2020 - 07.2021
Deli Clerk
Publix Super Markets
04.2020 - 05.2021
Associate of Arts - Coursework
Midlands Technical College
Theatre - Coursework
Converse College
High School Diploma -
AC Flora High School