Ashley Cruz
Odessa
Summary
Front desk agent with proven expertise in guest service and conflict resolution. Skilled in managing reservations and ensuring room readiness, contributing to enhanced guest satisfaction. Demonstrates strong work ethic and adaptability, excelling in independent roles and quickly mastering new skills.
Overview
2026
2026
years of professional experience
2
2
Certifications
Work History
Front Desk Agent
Avid Hotel
Odessa
2025 - Current
- Greeted guests warmly and checked into rooms efficiently.
- Assisted guests with inquiries regarding hotel amenities and services.
- Managed phone calls, directing them to appropriate departments promptly.
- Processed guest payments and maintained accurate financial records.
- Coordinated with housekeeping to ensure timely room readiness for arrivals.
- Handled guest complaints and resolved issues effectively.
- Maintained lobby appearance, ensuring a welcoming environment for visitors.
- Generated daily reports detailing occupancy levels and revenue amounts.
Front Desk Agent
Hilton Garden Inn Hotel
Odessa
2023 - 2025
- Greeted and registered guests, efficiently assigning rooms and ensuring a smooth check-in process.
- Managed phone inquiries, directing calls to appropriate departments without delay.
- Processed guest payments accurately while maintaining precise financial records.
- Coordinated with housekeeping to guarantee room readiness upon guest arrivals.
- Handled and resolved guest complaints courteously to enhance overall satisfaction.
- Maintained lobby cleanliness and appearance, creating a welcoming environment for visitors.
- Assisted with inventory management of front desk supplies and materials as needed.
- Provided information on hotel amenities, services, and local attractions to guests.
Front Desk Agent
Fairfield By Marriott
Odessa
2022 - 2023
- Greeted guests warmly, checking into rooms efficiently while ensuring satisfaction.
- Assisted with inquiries, providing information on hotel amenities and services.
- Managed phone calls, directing to appropriate departments for swift resolutions.
- Processed guest payments accurately, maintaining precise financial records.
- Handled guest complaints, resolving issues to uphold service excellence.
- Coordinated with housekeeping to guarantee room readiness for arrivals.
- Maintained lobby appearance, ensuring a welcoming environment for visitors.
- Scheduled reservations for groups and special events, optimizing front desk operations.
Front Desk Agent
Holiday Inn Express Hotel
Odessa
2021 - 2022
- Greeted and registered guests, facilitating efficient check-in processes and accurate room assignments.
- Computed bills and processed payments while managing cash drawer throughout shift.
- Verified customer credit to establish suitable payment methods for accommodations.
- Recorded guest feedback and escalated issues to management for prompt resolution.
- Scheduled group reservations and special events, coordinating with team members for effectiveness.
- Collaborated with colleagues to optimize operations at front desk area.
- Managed phone calls, directing them to appropriate departments without delay.
Education
High School Diploma -
Odessa High School
Odessa, TX06-2014
Skills
- Guest check-in and reservations
- Payment processing and cash handling
- Financial reporting and oversight
- Client relationship management
- Lobby maintenance and guest services
- Conflict resolution and management
- Effective communication skills
- Time management and organization
- Attention to detail and documentation
- Team collaboration and oversight
- Event coordination and planning
- Problem solving and troubleshooting
- Oral and written communication
- Mail handling and package management
- Hospitality service expertise
- Reservation systems management
- File management and bookkeeping
- Fluent in Spanish communication
- Listening skills and rapport building
- Safety procedures adherence
Languages
Spanish
Professional
Certification
CPR/AED/FIRST-AID Certificated, TX
References
References available upon request.
Timeline
Front Desk Agent
Avid Hotel
2025 - Current
Front Desk Agent
Hilton Garden Inn Hotel
2023 - 2025
Front Desk Agent
Fairfield By Marriott
2022 - 2023
Front Desk Agent
Holiday Inn Express Hotel
2021 - 2022
High School Diploma -
Odessa High School