Ashley Cruz
Odessa,TX
Summary
Dedicated to 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
2
2
years of professional experience
Work History
Front Desk Receptionist
Holiday Inn Express Hotel
Odessa, TX
05.2021 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Kept accounts in balance and ran daily reports to verify totals.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Maintained transaction security by verifying payment cards against identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Planned coverage needs and organized services to support incoming special events.
Front Desk Receptionist
Fairfield Inn Marriott
Odessa, TX
11.2018 - 01.2020
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected room deposits, fees and payments.
- Entered customer data into room system and updated information when patrons changed rooms.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Explained details regarding property to acclimate patrons to resort environment.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Kept accounts in balance and ran daily reports to verify totals.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Maintained transaction security by verifying payment cards against identification.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Planned coverage needs and organized services to support incoming special events.
- Prepared weekly employee work schedules for team members.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Transcribed phone messages and relayed to appropriate personnel.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Education
High School Diploma
Odessa High School
Odessa, TX06.2015
Skills
- Documentation and Reporting
- Multi-Line Phone Systems
- Computer Proficiency
- Positive Attitude and Energetic
- Payment Processing
- Customer Complaint Resolution
- Visitor and Customer Relations
- Reliable and Punctual
- Data Entry and Database Software
- Attention to Detail
- Verbal and Written Communication
- Courteous and Professional
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Receptionist
Holiday Inn Express Hotel
05.2021 - Current
Front Desk Receptionist
Fairfield Inn Marriott
11.2018 - 01.2020
High School Diploma
Odessa High School