Ana Karen Marcelino Gonzalez
Lockhart
Summary
Reliable and enthusiastic professional with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information, and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Self-motivated professional 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.
Remarkable professional with experience delivering superior level of customer service to guests and prospective guests. Proven to run front desk, keep customers satisfied and resolve any conflicts. Technically-savvy, friendly, punctual and always prepared for any challenge.
Communicative professional with several years of experience maintaining high level of hospitality, professionalism, and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
15
15
years of professional experience
2022
2022
years of post-secondary education
Work History
Front Desk Representative
Hampton Inn&Suites University Capital
Austin
11.2020 - 12.2025
- Greeted and assisted guests during check-in and check-out processes.
- Managed reservations using hotel management software effectively.
- Addressed guest inquiries and resolved issues promptly and professionally.
- Coordinated with housekeeping to ensure room readiness for arrivals.
- Processed payments and maintained accurate cash drawer balances daily.
- Trained new front desk staff on procedures and customer service standards.
- Completed daily shift reports detailing any issues or incidents that occurred during the shift.
- Assisted with check-in and check-out procedures by confirming reservations and collecting payment information.
- Facilitated successful front desk operations for high-volume hotel.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Greeted customers in a friendly and courteous manner.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Ensured that all front desk areas were clean, organized and stocked with necessary supplies.
- Assisted other departments with various tasks when needed or requested.
Kitchen Prep Cook
Sterling Event Center
Austin
01.2018 - 04.2019
- Prepared ingredients by chopping, slicing, and dicing for event meals.
- Maintained cleanliness of kitchen equipment and workstations throughout shifts.
- Assisted chefs in assembling and plating dishes for various events.
- Restocked supplies and ingredients to support smooth kitchen operations.
- Collaborated with team members to meet tight event timelines and schedules.
- Organized storage areas for easy access to ingredients and tools.
- Monitored inventory levels and reported shortages to management promptly.
- Cleaned, washed, and cut raw meats, vegetables, fruits, and other food items prior to cooking or serving.
- Stocked kitchen with necessary supplies such as seasonings, condiments, spices, and other ingredients.
- Maintained cleanliness of kitchen by sweeping mopping washing dishes disposing trash.
- Stored food in designated containers and storage areas following wrapping labeling dating and rotation procedures.
- Operated various kitchen equipment efficiently including mixers grinders slicers choppers blenders.
- Observed food handling and sanitation procedures to safeguard against foodborne illnesses.
- Monitored temperatures of ovens, grills, fryers, broilers, steam kettles, to ensure proper cooking times.
- Prepared ingredients for meals according to recipes and menus.
- Followed instructions from head chef regarding recipe modifications portion size plate presentation garnishes.
- Assembled dishes according to recipes and presentation standards.
- Set up work stations prior to opening to minimize prep time.
- Checked quality of food products to meet high standards.
Breakfast Server
Hilton Garden Inn Hotel
Austin
02.2011 - 11.2017
- Maintained cleanliness and organization of dining area throughout shifts.
- Assisted guests with menu selections and dietary inquiries effectively.
- Monitored inventory levels and reported shortages to management promptly.
- Handled guest feedback and resolved issues with professionalism and care.
- Followed safety and sanitation guidelines during food handling processes.
- Trained new team members on service standards and procedures efficiently.
- Replenished beverages during meals as necessary while monitoring customer satisfaction levels.
- Performed closing duties such as restocking condiments, cleaning utensils, counting cash drawer contents.
- Greeted customers, provided menus, and answered questions regarding menu items.
- Maintained accurate records of all orders taken during shift including item descriptions, quantity ordered, total cost charged per order.
- Stocked serving areas with condiments and refilled condiment containers.
- Promoted specials or new menu items when appropriate in order to increase sales volume.
- Checked with guests to ensure that they were enjoying their meals and addressed any issues promptly.
- Provided excellent customer service by anticipating customer needs and responding promptly to requests for assistance or information about menu items and specials.
- Maintained cleanliness of dining room throughout shift by wiping down tables and chairs as needed.
- Trained new employees on the basics of serving breakfast guests efficiently.
- Created aesthetically pleasing breakfast buffet arrangements for hotel guests.
- Ensured that all tables were cleared quickly after each meal period.
- Followed all safety protocols related to handling hot foods or liquids on a busy breakfast buffet line.
- Received payment from customers in cash or via credit card and debit card transactions.
- Provided exceptional service to high volume of daily customers.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
Education
The Goodwill Excel Center
Austin , TxSkills
- Customer service
- Front desk operations
- Conflict resolution
- Team collaboration
- Effective communication
- Attention to detail
- Organizational skills
- Fluent in [language] and [language]
- Listening skills
- Problem-solving skills
- Greeting guests
- Hospitality services
- Welcoming guests
- Housekeeping
- Credit and cash payments
- Training and mentoring
- Team building
- Guest services
- Hospitality best practices
- Oral and written communications
Languages
Spanish
Professional
Timeline
Front Desk Representative
Hampton Inn&Suites University Capital
11.2020 - 12.2025
Kitchen Prep Cook
Sterling Event Center
01.2018 - 04.2019
Breakfast Server
Hilton Garden Inn Hotel
02.2011 - 11.2017
The Goodwill Excel Center