Jacqueline Lerma
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Seasoned Customer Associate with 1 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
2
2
years of professional experience
Work History
Vacation Rental Cleaner
Turnover Bnb
03.2021 - 09.2022
- Communicated effectively with owners, And guests.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Kept properties in compliance with local, state and federal regulations.
- Implemented and enforced policies and procedures to maintain properties cleanliness to highest standards.
Front Desk Agent
Holliday Inn Express
04.2021 - 08.2021
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- 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.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- 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.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- 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.
- Trained new staff members in customer service techniques and hotel operations.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Seasonal Customer Service Associate
Kohls Department Store
11.2020 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
GED -
Southwest Prep
San Antonio, TX06.2016
Skills
- Administrative Leadership
- Mobile Device Operation
- Cloud-Based File Management
- Coordinate Documents
- Social Media Engagement
- Customer Retention
- Concierge Services
- Security Protocols
- Verifying Reservations
- Rewards Programs
- Telephone Reservation
- Lobby Auditing
- Guest Ledger
- Office Management
- Guest Services
- Problem-Solving Skills
- Payment Oversight
- Customer Service
- Inbound and Outbound Calling
- Administrative and Office Support
- Closing Sales
- Refund Processing
- POS Systems and Ordering Platforms
Timeline
Front Desk Agent
Holliday Inn Express
04.2021 - 08.2021
Vacation Rental Cleaner
Turnover Bnb
03.2021 - 09.2022
Seasonal Customer Service Associate
Kohls Department Store
11.2020 - 01.2021
GED -
Southwest Prep
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