Karla Ramos

• Successfully managed front desk operations at a busy resort spa, including handling customer inquiries ,scheduling/cancelling appointments, and processing payments through Book4Time system
• Provide exceptional customer service in person and over the phone in a busy atmosphere while still delivering Forbes standard experience to guest
• Proficient in the use of the following systems (Property Engagement Platform, Book4Time, Oracle Products, Opera , Microsoft Products) navigated through these systems to complete task
• Collaborate with other resort departments to secure, ensure, and enhance a great guest experience
• Complete confirmations on all reservations and advise guest of all policies to ensure positive experience
• Deliver guest with knowledge on treatments, special offers, and treatment packages
• Assisted in front desk operations and high volume call center with proficiency in multi-line telephone system
• Handle sensitive client information discreetly while adhering to privacy regulations and company policies
• Balance employee availability, customer schedules, to fully maximize daily books
• Update client records diligently, ensuring accurate information is available for future bookings or consultations
• Assist internal staff with clerical and administrative needs to maximize efficiency and team productivity
• Assist in inventory management to maintain adequate supply levels for spa treatments and retail products
• Organize, maintain, and update information on computer databases
• Assist with opening / closing responsibilities of spa

• Scheduled and confirmed appointments and meetings for management team
• Managed filing system, entered data and completed other clerical tasks
• Managed paper and electronic filing systems by routing various documents, taking messages and managed incoming and outgoing mail.
• Received in-bound calls and initiated out-bound daily calls/emails introducing customers to new products and services offered
• Assisted coworkers and staff members with special tasks on daily basis
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Completed forms, reports, logs and records to quickly handle all documentation for human resources
• Assisted all client inquiries via phone/ email and in person
• Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

• Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
• Maintained confidentiality of information regarding clients and company.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Answered phone promptly and directed incoming calls to correct extensions.
• Operated multi-line telephone system to answer and direct high volume of calls.
• Handled assignments independently with good judgement and critical thinking skills.
• Assisted with onboarding new clients and securing paperwork completion.
• Confirmed appointments, communicated with clients, and updated client records.

• Collected cash, credit and debit payments, processed transactions and updated relevant records

• Scheduled office meetings and client appointments for staff teams.

• Contributed to team objectives in fast-paced environment.
• Built relationships with customers and community to promote long term business growth.
• Recorded accurate and efficient records in customer database.
• Engaged with customers to build rapport and loyalty.
• Answered to customer needs in person and via phone in a timely manner
• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts tocustomers.
• Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutualconclusions.
• Set and achieved company defined sales goals.