Ashley Flores
Cape Coral
Summary
Friendly and service-oriented hospitality professional with experience in high-paced hotel and guest service environments. Skilled in delivering outstanding customer experiences, handling guest concerns with professionalism, and supporting team operations. Known for strong communication, attention to detail, and a commitment to maintaining high service standards that reflect the values of top-tier hospitality brands.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Hyatt
Bonita Springs
10.2024 - Current
- Managed guest check-ins and check-outs with efficiency and accuracy.
- Handled reservations through property management software to optimize workflow.
- Greeted guests while delivering friendly, informative customer service.
- Collaborated with team members to maintain seamless front desk operations.
- Provided detailed information regarding hotel amenities, services, and local attractions.
- Verified room rates and charges for accuracy during check-in process.
- Answered phone calls and addressed guest inquiries promptly.
Operation Specialist
PGT Industries
Fort Myers
08.2022 - 09.2024
- Coordinated daily operations to enhance efficiency and streamline processes.
- Managed inventory control using software to maintain accurate stock levels.
- Analyzed operational data to identify trends and inform decision-making.
- Implemented safety protocols to ensure compliance and reduce workplace hazards.
- Provided training and guidance to staff on operational procedures, policies, and regulations.
- Collaborated with other departments to develop solutions that addressed operational issues across the organization.
Front Desk Agent
Hyatt Residence Club
Bonita Springs
11.2021 - 08.2022
- Greeted guests and provided friendly, informative customer service.
- Managed guest check-ins and check-outs efficiently and accurately.
- Answered phone calls and responded to guest inquiries promptly.
Recreation Leader
Hyatt Residence Club
Bonita Springs
01.2021 - 11.2021
- Developed schedules for daily activities to maximize guest participation and enjoyment.
- Monitored participants during recreational activities to ensure safety guidelines were followed.
- Maintained records such as attendance logs, incident reports, evaluations and other documents pertaining to program operations.
- Participated in games and recreational activities which encouraged individuals and staff to join in.
- Assisted with the planning, organizing and supervision of recreation activities for children and adults.
- Organized recreational activities for guests and families during their stays.
Food Server
Shell Point Retirement Community
Fort Myers
08.2020 - 12.2020
- Maintained cleanliness and organization of dining area and utensils.
- Assisted kitchen staff with food preparation and presentation tasks.
- Provided excellent customer service in fast-paced dining environment.
- Trained new servers on restaurant procedures and service standards.
- Resolved customer complaints promptly to enhance satisfaction.
- Provided excellent customer service by anticipating needs, responding promptly to requests, and following up to ensure satisfaction.
- Performed opening and closing duties such as counting money in register drawers or restocking supplies.
- Communicated effectively with kitchen staff regarding order details, special requests, allergies.
Agent Representative
Air Canada, Lester B. Pearson International Airport
Fort Myers
08.2019 - 12.2020
- Assisted customers with check-in procedures and flight information inquiries.
- Resolved passenger concerns and provided support during travel disruptions.
- Managed boarding processes and verified passenger identification documents.
- Provided exceptional customer service while addressing diverse traveler needs.
- Maintained accurate records of customer interactions and transactions.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Provided customer service to clients by answering inquiries, processing orders and resolving complaints.
- Processed refunds, credits or other financial transactions according to company policies and procedures.
Education
High School Diploma -
South Fort Myers High School
Fort Myers 05-2020
Skills
- Guest services and hospitality
- Bilingual communication
- Time management
- Conflict resolution
- Upselling
- Reservation systems
Languages
Spanish
Native/ Bilingual
Portuguese
Professional
Accomplishments
- E-awards
- Excel and Microsoft certified
Timeline
Front Desk Agent
Hyatt
10.2024 - Current
Operation Specialist
PGT Industries
08.2022 - 09.2024
Front Desk Agent
Hyatt Residence Club
11.2021 - 08.2022
Recreation Leader
Hyatt Residence Club
01.2021 - 11.2021
Food Server
Shell Point Retirement Community
08.2020 - 12.2020
Agent Representative
Air Canada, Lester B. Pearson International Airport
08.2019 - 12.2020
High School Diploma -
South Fort Myers High School