Ana Muñoz
Orlando,FL
Summary
Highly organized Front Desk Receptionist with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
14
14
years of professional experience
Work History
Front Desk Receptionist
Aloft Hotel
02.2023 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed all tasks in compliance with company policies and procedures.
- Entered and updated sensitive customer information during check-ins and room changes.
- Resolved customer problems and complaints.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Courtyard Front desk
08.2021 - 04.2022
- Maintain a positive attitude and friendly demeanor
- Keep a tidy and orderly workplace
- Greet all guests and assist them with check in and checkout
- Answer and forward phone calls
- Manage guest bookings and reservations
- Provide information about the hotel, available rooms and rates.
Front desk
Residence Inn
08.2021 - 04.2022
- Welcome guests upon their arrival
- Assign rooms
- Perform all check in and Checkout tasks
- Manage phone reservations and requests
- Provide information about the hotel, available rooms and rates.
Operation Analyst
AVIANCA AIRLINES
01.2017 - 03.2020
- Hub Control
- Coordination and constant management of operations between all areas involved
- Contribution in implementing new tools in the area for loyalty and company’s positioning
- Analysis and execution of communication strategies focused on corporate results
- Support in administrative functions
Customer Service Agent
AVIANCA AIRLINES
01.2010 - 03.2016
- Customer assistance in the check-in process
- Document management complying with operating safety processes
- Operating contingencies management
Guest Assistant
INVERSIONES FISA
05.2009 - 12.2009
- Monitor the correct supply of food and beverages in the VIP lounges
- Report flight departures and arrivals to passengers.
Education
Human - Resources
Generalist Universidad del Pacífico Lima
2015
Bachelor - Tourism and Hospitality
Universidad de San Martin de Porres
2010
Skills
- Process Payments
- Team Collaboration
- Customer Service
- Listening Skills
- Verbal and Written Communication
- Front Desk Reservations
- Telephone Etiquette
- Hospitality Service
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Front Desk Receptionist
Aloft Hotel
02.2023 - Current
Courtyard Front desk
08.2021 - 04.2022
Front desk
Residence Inn
08.2021 - 04.2022
Operation Analyst
AVIANCA AIRLINES
01.2017 - 03.2020
Customer Service Agent
AVIANCA AIRLINES
01.2010 - 03.2016
Guest Assistant
INVERSIONES FISA
05.2009 - 12.2009
Human - Resources
Generalist Universidad del Pacífico Lima
Bachelor - Tourism and Hospitality
Universidad de San Martin de Porres