Angie Martinez

• Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
• Engaged with guests on room requirements and amenities to promote overall satisfaction.
• Worked on cleaning team to service hotels, offices, and other commercial buildings.
• Adhered to professional house cleaning checklist.
• Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
• Disposed of trash and recyclables each day to avoid waste buildup.
• Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
• Operated electronic backpack vacuums and floor sweepers.
• Verified cleanliness and organization of storage areas and carts.
• Used chemicals by following safety protocols and procedures to avoid burns and injuries.
• Restocked room supplies such as facial tissues for personal touch with every job.
• Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
• Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
• Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
• Dusted picture frames and wall hangings with cloth.
• Disinfected and mopped bathrooms to keep facilities sanitary and clean.
• Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
• Sorted, laundered and put away various laundry items.
• Hang, cleaned and rehung draperies to maintain freshness.
• Collected trash and moved garbage cans from kitchen areas to pick-up stations.
• Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage.
• Ran special errands, including retrieving dry cleaning and making requested purchases.
• Returned emptied garbage receptacles to proper locations.
• Restocked cleaning storage cabinets, carts and baskets for easy use.
• Washed and put away kitchen dishes, utensils and glassware.
• Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
• Scrubbed floors with special cleaners and equipment to achieve deep clean.
• Polished fixtures to achieve professional shine and appearance.
• Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
• Changed bed linens and collected soiled linens for cleaning.
• Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
• Rotated linens in storerooms and replenished when supplies ran low.
• Completed special housekeeping actions such as turning mattresses on set schedule.
• Emptied waste paper and other trash from premises and moved to appropriate receptacles.
• Handled requests for extra linens, toiletries and other supplies.

• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Collected room deposits, fees, and payments.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Scheduled, coordinated and confirmed appointments and meetings.
• Maintained confidentiality of sensitive data to protect customer and business information.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Completed data entry and filing to keep records updated for easy retrieval.
• Trained new team members on company procedures, customer service and issue resolution.
• Completed all tasks in compliance with company policies and procedures.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Operated multi-line telephone system to answer and direct high volume of calls.
• Scheduled office meetings and client appointments for staff teams.
• Collected (Visa, Master Card, American Express, and various payments, processed transactions and updated relevant records. Also worked with third party agencies and traveling agencies to book and obtain various forms.
• Collected and distributed messages to team members and managers to support open communication and high customer service.
• Collected Credit Card payments, processed transactions and updated relevant records.
• Handled assignments independently with good judgement and critical thinking skills.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Organized, maintained and updated information in computer databases.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
• Tracked important information in word and excel spreadsheets and ran reports or generated graphs using data.
• Routed incoming mail and messages to relevant personnel without delay.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Resolved customer problems and complaints.
• Confirmed appointments, communicated with clients, and updated client records.
• Helped office staff prepare reports and presentations for internal or client-related use.
• Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
• Compiled information from files and research to satisfy information requests.
• Tracked important information in word and excel spreadsheets and ran reports or generated graphs using data.
• Collected credit card and travelers check payments, processed transactions and updated relevant records.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

• Completed inspections of bakery products, checking for quality and conformity.
• Shut down equipment at end of shift for line going down.
• Performed minor package change-overs on equipment and change-overs for raw material.
• Turned on equipment to run facility at beginning of shift.
• Performed preventive maintenance on equipment by cleaning and clearing of debris and materials.
• Cleared product from machines at end of run and shift.
• Inspected packed items in boxes to identify last-minute issues before loading onto trucks.
• Complied with health and safety codes to protect staff and customers.
• Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
• Operated and maintained bakery equipment, including ovens and mixers.
• Maintained accurate inventory of baking supplies and ingredients.
• Collaborated with team members to complete tasks and maintain smooth running of bakery.
• Produced consistently high-quality baked goods for customers.

• Documented products checked, grades assigned and rejected items in master logs.
• Graded raw materials based on checklist of quality standards.
• Operated heavy, complex equipment safely to minimize accidents.
• Documented inspections, assignments and task completion to comply with company policies.
• Leveled for contracts grades to achieve project requirements.
• Inspected and maintained equipment for sorting.
• Checked agricultural products from different producers to verify minimum quality standards and overall food safety.
• Analyzed raw foods to determine suitability for human and animal consumption.
• Complied with company policies and OSHA regulations to maintain safe working conditions.
• Scraped, shaped and bladed for various grades to prepare surfaces.
• Detected abnormalities with visual inspections, hand-held instruments and basic physical tests.
• Helped select materials for use in products like potatoes by accurately grading products from different suppliers.
• Completed on-the-job training to learn correct methods for identifying defects.
• Removed items of inferior grades from production lines and collected for alternate use or disposal.
• Identified and resolved problems affecting quality of work or safety of job site.

*Also worked in the potatoe lab.

*Fast paced

• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Created lasting relationships with guests that built loyalty and drove hotel revenue.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Collected room deposits, fees, and payments.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Entered and updated sensitive customer information during check-ins and room changes.
• Created monthly meetings for cashiers and membership desk associates.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Scheduled and assigned daily work and activities for team members.
• Prepared weekly employee work schedules to meet operational needs.
• Resolved guest complaints by addressing issues with rooms promptly.
• Stored guest valuables in safe and individual boxes for security.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Managed front desk maintenance of client records and lab data.
• Kept accounts in balance and ran daily reports to verify totals.
• Checked guests in out of hotel, made reservations, and processed payments.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Attended staff meetings and brought issues to attention of upper management.
• Maintained transaction security by verifying payment cards against identification.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Also cross-worked in various positions through out property

• Data entry for twelve hotels (OGI INC.)
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Reported issues to higher management with great detail.
• Interacted well with customers to build connections and nurture relationships.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Developed and implemented strategies to increase sales and profitability.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
• Formulated policies and procedures to streamline operations.
• Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
• Collaborated with cross-functional teams to develop innovative solutions.
• Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
• Analyzed market trends and competitor activities to create competitive advantages.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Trained and guided team members to maintain high productivity and performance metrics.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Raised property accuracy and accountability by creating new automated tracking method.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Reduced operational risks while organizing data to forecast performance trends.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Assisted in recruiting, hiring and training of team members.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Managed budget implementations, employee evaluations, and contract details.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

• Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Updated customer accounts with add-on room charges, minibar use, and room service bills.
• Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
• Entered customer data into room system and updated information whenever patrons changed rooms.
• Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
• Oversaw night auditing of daily room occupancy and hotel revenue.
• Kept accounts in balance and ran daily reports to verify totals.
• Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Looked over pending check-ins and payment processes to complete closing procedures.
• Entered and updated sensitive customer information during check-ins and room changes.
• Generated and printed daily financial reports to track hotel performance.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Enforced policies and procedures to increase efficiency.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Monitored staff performance and provided feedback and guidance.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Developed and maintained positive relationships with guests for satisfaction.
• Coordinated with vendors for repair and maintenance of hotel.
• Trained new staff members in customer service techniques and hotel operations.
• Prepared reports on guest satisfaction levels and other metrics.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Stored guest valuables in safe and individual boxes for security.
• Promoted hotel brand's loyalty program via social media, email and direct mail.
• Implemented marketing and promotional initiatives to increase occupancy.
• Monitored hotel's budget and financial records.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.