Juanita Delia Cruz
Lennox
Summary
Dedicated customer service professional with extensive experience in delivering exceptional support and fostering positive client relationships. Proven ability to leverage comprehensive training in customer service and office management to enhance operational efficiency and drive customer satisfaction. Strong communication skills and a proactive approach to problem-solving contribute to success in dynamic team environments. Committed to continuous improvement and achieving organizational goals through effective service delivery.
Overview
21
21
years of professional experience
Work History
Guest Client Relationship Specialist
Inglewood Park Cemetery
Inglewood, CA
06.2024 - Current
- Cultivated strong relationships with clients, ensuring personalized support and satisfaction.
- Facilitated communication between clients and management to address concerns and enhance service delivery.
- Implemented feedback mechanisms to understand client needs and improve service offerings.
- Engaged with customers through follow-up communications to enhance service quality based on survey insights.
- Provided essential support for front desk activities and switchboard functions to enhance customer service.
- Conducted comprehensive fact-gathering to facilitate accurate problem-solving.
- Partner with my manager to train and support the service concierge team
- Maintained detailed records of client interactions while adhering to data privacy regulations.
- Utilized diverse platforms to collect customer insights, ensuring effective aftercare for families.
Front desk assistant manager
Holiday Inn LAX
10.2019 - 06.2024
- Supervise the day-to-day operations of the front desk and reception area.
- Ensures front desk staff is trained in all front desk operations, including check-in, check-out procedures, telephone procedures, hotel amenities and computer system.
- Compile reports for management, including occupancy reports and financial information.
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
- Answer phone inquiries, direct calls, and provide basic information.
- Maintained working relationships and communicated with all departments.
- Problem solving, work well in stressful high pressure situations. handling complaints when they come to the desk
- The ability to multitask and manage my time
- Able to accurately cash handle at the Front Desk
- Manage all areas of hotel according to brand standard
Front Desk Agent
H Hotel Los Angeles, Curio Collection by Hilton LAX
Los Angeles, CA
12.2022 - 07.2023
- Greet and register the guest, recognize their member status in accordance to Hilton standards.
- Maintained proper operation of the telephone in front desk
- In communication with other departments and fellow associates to ensure all of our guest requests were met.
- Logged and delivered packages as needed
Front Desk Agent
Holiday Inn Lax
Los Angeles, CA
05.2018 - 10.2019
- Led initiatives during hotel renovation to improve service delivery. Oversaw training for new systems to elevate customer satisfaction. Collaborated with staff to streamline operations and enhance guest interactions.
- Operate Opera system
- Check in and check out.
- Provided assistance to guests in obtaining and confirming boarding passes to enhance travel experience.
- Assisted visitors in discovering local dining options and attractions. Provided recommendations for restaurants and activities in the area. Supported guests in planning their leisure experiences.
- Specialized in programming key lock mechanisms and door systems, enhancing access control.
- Oversaw front desk operations, making strategic decisions to enhance service delivery for guests.
- Committed to fulfilling staffing requirements and prioritizing hotel needs for optimal service delivery.
Front Desk and Office Assistant
Travelodge Hotel at LAX Century Blvd
Los Angeles, CA
01.2005 - 04.2018
- Assisted with various roles in office environment. Managed reservations and phone lines effectively. Supported guests and staff through multitasking efforts.
- Managed the manual entry process for print and phone reservations, enhancing reservation accuracy and efficiency.
- Assisted guests with check-in and check-out processes. Provided information about hotel services and amenities. Addressed guest inquiries and resolved issues promptly.
- Managed reservation confirmations and payment verifications to support operational efficiency.
- Assisted guests from diverse backgrounds by providing information on hotel amenities. Guided guests to their rooms and offered details on local tour options and bus routes.
- Guided guests through ticketing procedures, ensuring accurate boarding pass issuance.
- Managed front desk operations by coordinating shift schedules. Assisted in preventing overselling of rooms and maintaining accurate payment records. Collaborated with housekeeping and maintenance teams to facilitate smooth shift transitions. Addressed incoming guest issues promptly.
- Supported daily breakfast service by maintaining cleanliness, restocking supplies, and facilitating guest seating.
- The hotel was closed for the LAX expansion project and demolished in 2018.
Education
Hospital occupation
S.C.R.O.C
Torrance, CABanking
S.C.R.O.C
Torrance, CAHigh School Diploma - undefined
Leuzinger High School
Lawndale, CAGeneral Education
El Camino College
Torrance, CASkills
- Speak and read (English and Spanish)
- Type 70 wpm
- More than 15 yrs of experience customer service
- Client needs assessment
- Team building
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
- Time management
- Calm and professional under pressure
- Adaptability and flexibility
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Guest Client Relationship Specialist
Inglewood Park Cemetery
06.2024 - Current
Front Desk Agent
H Hotel Los Angeles, Curio Collection by Hilton LAX
12.2022 - 07.2023
Front desk assistant manager
Holiday Inn LAX
10.2019 - 06.2024
Front Desk Agent
Holiday Inn Lax
05.2018 - 10.2019
Front Desk and Office Assistant
Travelodge Hotel at LAX Century Blvd
01.2005 - 04.2018
Banking
S.C.R.O.C
High School Diploma - undefined
Leuzinger High School
General Education
El Camino College
Hospital occupation
S.C.R.O.C