Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erica Ortez

Orlando,FL

Summary

Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.

Overview

3
3
years of professional experience

Work History

Front Desk Agent

Marriott
11.2024 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.

Host

Darden
07.2023 - 10.2024
  • Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
  • Answered customer questions about hours, seating, and menu information.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
  • Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
  • Contributed to team success through effective communication and cooperation with coworkers and management.
  • Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.

Front Desk Receptionist

Aura Spas
01.2022 - 07.2023
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Collected room deposits, fees, and payments.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.

Education

High School Diploma -

T.C. Williams High School
Alexandria, VA
06.2023

Skills

  • Customer service
  • Upselling Techniques
  • Guest services
  • Problem-solving skills
  • Cash handling
  • Hospitality services
  • Time management
  • Hospitality service expertise

Timeline

Front Desk Agent

Marriott
11.2024 - Current

Host

Darden
07.2023 - 10.2024

Front Desk Receptionist

Aura Spas
01.2022 - 07.2023

High School Diploma -

T.C. Williams High School

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Erica Ortez