Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Cassandra Ochoa-De Jesus

Grapevine,TX

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Front Desk Agent

Great Wolf Lodge Resort
07.2022 - Current
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Collected room deposits, fees, and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • 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.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.

Education

Bachelor of Arts - Criminal Justice

The University of Texas Rio Grande Valley
Edinburg, TX
05.2023

Skills

  • Adaptability
  • Time management
  • Customer service
  • Organizational skills
  • Self-motivation
  • Team collaboration
  • Decision-making
  • Sales expertise
  • Relationship building
  • Problem-solving
  • Interpersonal skills
  • Strategic Selling

Certification

Hold current certification in Cardiopulmonary Resuscitation (CPR), demonstrating proficiency in life-saving techniques

Languages

Spanish
Native or Bilingual

Timeline

Front Desk Agent

Great Wolf Lodge Resort
07.2022 - Current

Bachelor of Arts - Criminal Justice

The University of Texas Rio Grande Valley
Cassandra Ochoa-De Jesus