JENNIFER CRUZ
Philadelphia,Pa
Summary
Dedicated and experienced Hotel Front Desk Agent with over 15 years of hospitality expertise, seeking a challenging position to leverage exceptional customer service, organizational, and communication skills to contribute to the success of a dynamic hotel.
Efficient Housekeeping Supervisor known for high productivity and completing tasks with precision. Specialize in staff management, quality control, and inventory management. Excel in communication, teamwork, and problem-solving to ensure peak operational efficiency and exceptional guest satisfaction.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Front Desk Agent/ Houskeeping Supervisor
Hilton Garden In
Philadelphia, Pa
04.2024 - Current
- Greeted guests warmly and checked in visitors efficiently.
- Handled guest inquiries and resolved issues with professionalism and courtesy.
- Managed reservations using hotel management software and updated guest records.
- Supervised daily housekeeping operations to ensure cleanliness standards were met.
- Resolved guest complaints related to housekeeping services promptly and effectively.
- Conducted regular inspections of guest rooms and common areas for quality assurance.
- Managed inventory of cleaning supplies and equipment for efficient workflow.
- Implemented disciplinary measures according to company guidelines.
Senior Front Desk Agent
DoubleTree by Hilton Hotel Philadelphia Center City
12.2019 - 01.2024
- Managed guest check-in and check-out processes, ensuring seamless experiences and accurate records.
- Handled reservations, cancellations, and room assignments, maximizing occupancy and guest satisfaction.
- Provide exceptional customer service by addressing guest inquiries, concerns, and special requests.
- Coordinate with housekeeping and maintenance departments to ensure rooms are prepared for guest arrivals and maintain a high standard of cleanliness.
- Process payments, issue receipts, and manage financial transactions with attention to detail.
- Utilized computerized systems for booking, billing, and guest information management, streamlining operations.
Communications Operator
DoubleTree by Hilton Hotel Philadelphia Center City
11.2008 - 12.2019
- Operate and manage the hotel's telephone switchboard and communication systems.
- Answer and direct incoming calls promptly, providing information and assistance to guests and staff.
- Coordinated with hotel departments to relay messages and facilitate effective communication.
- Coordinate with various hotel departments to relay messages and ensure smooth communication.
- Handled guest inquiries and requests through multiple communication channels, enhancing guest satisfaction.
- Assisted in training new staff on communication systems and protocols, ensuring adherence to operational standards.
Front Desk Receptionist
Philadelphia Sports Clubs
03.2005 - 05.2017
- Welcomed guests with friendly and professional demeanor, creating a welcoming first impression.
- Answer phone calls, address inquiries, and provide information about our services and amenities.
- Resolve guest concerns and issues promptly to ensure a positive experience.
- Addressed and resolved guest concerns promptly, enhancing overall guest satisfaction.
- Fostered positive and efficient work environment by supporting team communication and collaboration.
Housekeeping Supervisor
Hilton Garen Inn
Philadelphia, Pa
Education
High School Diploma - Broad and Master
William Penn High School
Skills
- Reservation management
- Computerized booking systems (Onity)
- Cash handling and financial transactions
- Inventory management
- Housekeeping coordination
- Hospitality service expertise
- Exceptional customer service
- Effective communication
- Multitasking and time management
- Proficient in MS Office programs
- Problem-solving
- Hospitality services
Certification
First aid/CPR certification
Timeline
Front Desk Agent/ Houskeeping Supervisor
Hilton Garden In
04.2024 - Current
Senior Front Desk Agent
DoubleTree by Hilton Hotel Philadelphia Center City
12.2019 - 01.2024
Communications Operator
DoubleTree by Hilton Hotel Philadelphia Center City
11.2008 - 12.2019
Front Desk Receptionist
Philadelphia Sports Clubs
03.2005 - 05.2017
Housekeeping Supervisor
Hilton Garen Inn
High School Diploma - Broad and Master
William Penn High School