Betsy Ortiz Cruz
Summary
Detail-oriented Cast Member with proven history of streamlining processes and delivering valuable administrative support. Provides accurate and thorough production paperwork. Prioritizes deadline adherence with timely responses to complex production concerns.
Overview
6
6
years of professional experience
Work History
Event Guide
Universal Studios – Universal Orlando Resort
01.2023 - Current
- Greeted customers with smile and provided friendly, knowledgeable service.
- Assisted patrons with seating by giving directions and lighting paths and provided information about current and future events.
- Worked flexible hours across night, weekend and holiday shifts.
- Anticipated event requirements and handled numerous concerns in advance for smooth day-of execution.
- Adhered to safety guidelines when escorting or directing vehicles into the park and around UO property.
- Directed team to set up and keep banquet space clean and presentable for guests.
- Responsible for providing capacity management support within both dry and water park during peak hours operation.
- Responsible for assisting the Sales and Marketing department in executing internal and external Special Events.
Front Desk Concierge
Walt Disney World Company – Disney Resorts
08.2022 - Current
- Answering Guest inquiries and having overall knowledge of the Walt Disney World Resort property to direct guests.
- Collaborated in professional team to solve workflow issues.
- Participated in workshops and presentations related to projects to gain knowledge.
- Make reservations for Character Dining experiences, dinner shows and Signature Dining restaurants.
- Created training programs and instructional materials to further educate personnel.
- Trained and mentored new employees to maximize team performance.
Ride Operator
Sea World Orlando – Sesame Street Operations
01.2023 - 04.2023
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Inspected and maintained amusement park ride equipment in accordance with safety regulations.
- Set up promotional displays and equipment for special events and activities.
- Answer guest questions and advise them on show times and park attractions
- Followed safety procedures for operating and loading and unloading passengers from amusement park rides.
Front Desk Agent
Doubletree San Juan Hotel – Hilton Hotels
05.2021 - 06.2022
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Attended and participated in conferences and trade shows to generate new leads, network and drive business.
Restaurant Hostess
Raíces Restaurant – Misey Restaurants
11.2020 - 05.2021
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Prepared dining room for service by cleaning , organizing tables and placing table settings.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Assisted FOH and BOH staff to drive smooth service execution and maximize guest satisfaction.
Attractions Cast Member
Disney College Program – Disney Programs and Internships
08.2019 - 01.2020
- Operated rides and attractions according to written guidelines to reduce injuries.
- Built and established positive relationships with patrons, team members and supervisors.
- Delivered information and details of interest about facility to visitors.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
Swimming instructor
Total Aquatics Swimming School
06.2018 - 06.2019
- Organized and taught swimming lessons to children aged 5 to 12 years.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Took notes strengths and weaknesses of each child in class to track progress.
- Communicated clearly and positively with parents to ensure expectations were met and exceeded.
- Provided positive reinforcement and motivation to increase student confidence and performance.
Pool Lifeguard
American Red Cross
06.2017 - 06.2019
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
- Observed weather and water conditions and alerted visitors to potential dangers, storms, and rip currents.
- Maintained order and cleanliness at swimming pool and surrounding areas to uphold hygiene standards.
Smoothie Confectioner
San Juan Frappes
01.2019 - 05.2019
- Coordinated with team members to prepare orders on time.
- Worked closely with front-of-house staff to facilitate excellent customer service.
- Trained and mentored new staff members in kitchen safety, sanitation and cooking techniques.
- Inspected kitchens to observe food preparation quality and service, food appearance, and cleanliness of production and service areas.
- Assisted with menu development and planning.
- Participated in food tastings and taste tests.
Education
Bachelor's Degree - Hotel Management
University of Puerto Rico - Carolina
Carolina, PR06.2023
High School Diploma -
Colegio San Juan Apóstol Y Evangelista
Caguas, PR05.2016
Skills
- Customer Service
- Event Coordination
- Patron Directions/Relations
- Special Needs Assistance
- Operations Oversight
- Budgeting Understanding
- Staff Training
- Excellent Communication
- Cultural Awareness
Voluntary Experience
- ESA - English Students Association (2017 - 2018)
- OLEPR – Student Leadership Organization of Puerto Rico (2017 - 2018)
- AEBMC - Student Association of Coastal Marine Biology (2016 - 2018)
- Puerto Rico Manatee Conservation Center (Summer 2018)
- ASA - Students Aviation Association (2018 - 2020)
- VoluntEars – RunDisney (2023)
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Event Guide
Universal Studios – Universal Orlando Resort
01.2023 - Current
Ride Operator
Sea World Orlando – Sesame Street Operations
01.2023 - 04.2023
Front Desk Concierge
Walt Disney World Company – Disney Resorts
08.2022 - Current
Front Desk Agent
Doubletree San Juan Hotel – Hilton Hotels
05.2021 - 06.2022
Restaurant Hostess
Raíces Restaurant – Misey Restaurants
11.2020 - 05.2021
Attractions Cast Member
Disney College Program – Disney Programs and Internships
08.2019 - 01.2020
Smoothie Confectioner
San Juan Frappes
01.2019 - 05.2019
Swimming instructor
Total Aquatics Swimming School
06.2018 - 06.2019
Pool Lifeguard
American Red Cross
06.2017 - 06.2019
Bachelor's Degree - Hotel Management
University of Puerto Rico - Carolina
High School Diploma -
Colegio San Juan Apóstol Y Evangelista
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