Ana Gomez
Tempe,AZ
Summary
Self-motivated Front Desk Agent highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Overview
4
4
years of professional experience
Work History
Painter's Helper
Cr Painting
Phoenix, AZ
06.2023 - 03.2024
- Assisted with mixing and preparing paints for use on projects.
- Maintained a clean and safe working environment by sweeping, mopping, and disposing of paint waste properly.
- Cleaned surfaces to be painted using abrasives, solvents, brushes, scrapers and other tools.
- Assisted with painting interior and exterior structures including baseboards, door frames and window frames.
- Protected surrounding areas from splashes of paint by covering them with plastic sheeting or newspaper.
- Dismantled parts of structures as needed before painting them.
- Helped move furniture out of the way during painting projects.
- Prepared surfaces by stripping existing coatings, filling holes and sanding.
- Communicated with crew leader to receive new job assignments.
- Set up painting job spaces by unloading trucks, placing ladders and laying out protective tarp draping sheets.
- Prepared job spaces by unloading trucks, placing ladders and setting up protective equipment.
- Loaded and unloaded ladders onto work sites safely.
- Set up scaffolding around buildings when necessary for high-reaching areas.
- Climbed ladders and scaffolds to reach work areas up to 8 feet high.
- Filled cracks and breaks in plaster surfaces with putty or epoxy compounds.
- Protected surfaces with masking tape and plastic sheeting to prevent damage.
- Covered floors before prepping, priming and painting walls and ceilings to protect them from chemicals and paint.
- Organized and cleaned work area and tools.
Front Desk Supervisor
Holiday Inn & Suites phoenix airport north
Phoenix, AZ
03.2021 - 04.2023
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Assisted guests with inquiries and requests.
- Resolved customer complaints promptly and efficiently.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Processed payments, cashiering duties and credit card transactions accurately.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Ensured that all safety regulations were followed at all times.
- Tracked inventory of supplies needed for the front desk area.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Analyzed data from surveys to identify areas of improvement in the hotel's services.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Developed policies and procedures related to front desk operations.
- Provided guidance and mentorship to junior team members in order to help them develop their skills.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Managed guest check-in and check-out procedures, reservations and payments.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Welcomed large volume of guests and improved overall customer service.
- Monitored reservations to track incoming parties and special events.
- Facilitated successful front desk operations for high-volume hotel.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Balanced hotel accounts at end of each shift.
- Arranged special accommodations for guests to enhance visitor experiences.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Oversaw cash and credit card payment transactions at the front desk.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Housekeeper
Comfort Inn Suites
Greensboro, NC
05.2020 - 12.2020
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Changed bed linens and towels, tidied up rooms.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Replenished supplies such as drinking glasses and coffee cups in guest rooms.
- Emptied trash receptacles throughout the property.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Organized closets with hangers for guests' clothing items.
- Responded to requests from guests regarding housekeeping needs.
- Inspected guest rooms after cleaning to ensure they were presentable.
- Reported any maintenance issues or damage to supervisors immediately.
- Delivered requested items such as extra pillows or blankets to guest rooms.
- Followed safety procedures when handling hazardous materials.
- Provided information about hotel services upon request from guests.
- Disinfected telephones, light switches and other frequently touched objects.
- Ensured that all health standards were met during cleaning operations.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Used cleaning chemicals following proper guidelines.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
- Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
- Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
Education
High School Diploma -
Student Choice High School
Tempe, AZ05-2020
Skills
- Site cleaning
- Personal Protective Equipment
- Painting equipment operation
- Supply Inventory
- Customer Service
- Excellent personal service experience
- Guest Relations
- Multi-Line Phone Systems
- Supply Stocking
- Greeting guests
- Reservation Management
- Order Taking
- Food presentation
- Menu knowledge
- Safe Food Handling
- Menu Recommendations
- Food safety understanding
- Guest Relations Management
Timeline
Painter's Helper
Cr Painting
06.2023 - 03.2024
Front Desk Supervisor
Holiday Inn & Suites phoenix airport north
03.2021 - 04.2023
Housekeeper
Comfort Inn Suites
05.2020 - 12.2020
High School Diploma -
Student Choice High School