ANA CRUZ
Orlando,FL
Summary
Talented professional with customer service and front desk experience. Skilled in managing high-volume customer inquiries, data entry, and administrative duties. Possesses excellent communication and organizational skills. Demonstrated ability to provide courteous and efficient service in fast-paced environments.
Overview
3
3
years of post-secondary education
4
4
years of professional experience
Work History
Assistant General Manager
Home Towne Studios by Red Roof
Orlando, FL
05.2026 - Current
- Greeted HomeTowne Studios RedRoof guests and managed check-in and check-out procedures.
- Processed reservations, room changes, and cancellations using property management system.
- Answered guest calls and provided hotel information, directions, and policy details.
- Resolved customer complaints promptly and courteously.
- Resolved guest concerns and communicated service needs to housekeeping and maintenance teams.
- Prepared daily reports and supported night audit procedures for HomeTowne Studios RedRoof.
- Managed cash drawer responsibly throughout shift.
Front Desk Agent
HomeTowne Studios RedRoof
Orlando, FL
12.2025 - Current
- Managed incoming calls promptly and professionally, offering information and transferring calls.
- Resolved customer complaints quickly and satisfactorily using effective problem-solving techniques, enhancing customer satisfaction.
- Coordinated multiple tasks simultaneously with strong organizational and multitasking skills, ensuring smooth front desk operations.
- Used computer and database systems to verify information, process purchases and make notes.
- Provided guidance and assistance to new employees during onboarding process.
Assistant Manager
Cinemark
Orlando, Florida
04.2023 - 01.2024
- Supervised daily operations, enhancing customer service and ensuring accuracy in financial transactions.
- Assisted in marketing initiatives, contributing to increased ticket and concession sales.
- Trained staff on sales strategies and conflict resolution, elevating overall team performance.
Train Conductor & Sales Associate
Pearl Express Trains
Orlando, Florida
11.2024 - 12.2025
- Led sales efforts and customer engagement, driving revenue growth through effective upselling.
- Managed financial transactions with a focus on accuracy and streamlined processes.
- Delivered exceptional customer service to tourists, strengthening brand reputation.
Attractions Associate & Floating Shift Lead
Crayola Experience
Orlando, Florida
07.2024 - 11.2024
- Guided children and families through interactive experiences, fostering memorable interactions and ensuring high customer satisfaction.
- Managed shift operations, overseeing scheduling and employee supervision to maintain smooth daily operations.
- Supported marketing promotional events to increase visitor engagement and awareness.
Customer Satisfaction Manager
AutoZone
Orlando, Florida
01.2024 - 07.2024
- Created and implemented staff schedules to enhance workflow efficiency.
- Coordinated inventory management and stock replenishment to streamline operations.
- Managed cash handling and financial reporting to ensure accurate daily operations.
Education
Bachelor of Science - Business Administration
Valencia College
Orlando, FL 01.2026 - 10.2026
Associates Degree - Business Administration
Valencia College
01.2024 - 12.2025
Skills
- Financial reporting
- Cash Handling
- Operational Management
- Guest services
- Customer Experience
- Team Management
- Team leadership
- Leadership
- Problem-Solving
- Conflict-Resolution
- Communication
- Guest relations
Personal Information
Title: HOTEL FRONT DESK SUPERVISOR
LANGUAGES
Title: HOTEL FRONT DESK SUPERVISOR
Timeline
Assistant General Manager
Home Towne Studios by Red Roof
05.2026 - Current
Bachelor of Science - Business Administration
Valencia College
01.2026 - 10.2026
Front Desk Agent
HomeTowne Studios RedRoof
12.2025 - Current
Train Conductor & Sales Associate
Pearl Express Trains
11.2024 - 12.2025
Attractions Associate & Floating Shift Lead
Crayola Experience
07.2024 - 11.2024
Customer Satisfaction Manager
AutoZone
01.2024 - 07.2024
Associates Degree - Business Administration
Valencia College
01.2024 - 12.2025
Assistant Manager
Cinemark
04.2023 - 01.2024