Christian Cruz

• Greeted guests and delivered friendly, efficient check-in and check-out services, ensuring adherence to Hilton brand standards.
• Managed reservations, room assignments, cancellations, and modifications using the PEP system.
• Excelled in fast paced environments by efficiently handling phone lines without compromising service quality for present guests.
• Collaborated with housekeeping and maintenance staff to swiftly address and resolve building and room issues, enhancing guest satisfaction.
• Enforced hotel safety and privacy protocols by verifying guest Identifications before disclosing confidential guest information.
• Ensured all existing reservations and oncoming reservations reflected correct and approved rates.
• Trained and mentored new front desk team members on guest service standards and night audit procedures, promoting consistent service quality.
• Balanced cash/credit card transactions and generated daily financial and occupancy reports for hotel management.

• Greeted guests warmly, enhancing their initial experience with information about hotel amenities and services.
• Verified guest IDs and processed credit card transactions in strict compliance with privacy regulations to protect sensitive guest data.
• Managed check-in and check-out processes efficiently.
• Handled complaints from guest in a timely manner to ensure quality service delivery.
• Executed balance procedures for hotel accounts, resolving discrepancies to maintain accurate financial records.
• Efficiently handled high-volume phone calls, emails and live chats.
• Accurately routed charges to appropriate guest folios and ensuring authorizations.
• Processed third-party prepayments and credit authorizations prior to guest arrivals.

Established foundational skills in hospitality industry at Goodnite Inn, fostering a passion for guest services.

• Greeted guests and facilitated seamless check-in experiences, enhancing overall guest satisfaction.
• Coordinated with housekeeping to ensure prompt room availability, supporting efficient guest arrivals.
• Processed payments and maintained accurate records of financial transactions daily.
• Prepared detailed reports on occupancy, revenue, and payments received nightly.
• Communicated important information to the next shift during shift change to ensure smooth hotel operations.