Larissa Ramirez
San Antonio,TX
Summary
Respectful Front Desk Agent with extensive background in hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hotel Valencia Riverwalk
San Antonio , TX
2022.03 - Current
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Supervised daily operations of hotel front desk in absence of manager.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Understood and followed oral and written directions.
- Worked with cross-functional teams to achieve goals.
- Modified existing software systems to enhance performance and add new features.
- Maintained updated knowledge through continuing education and advanced training.
- Planned and completed group projects, working smoothly with others.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered products to customer locations on time.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted guests at check-in, providing information on various services within hotel.
- Verified accuracy of room rates and other charges during check-in process.
- Provided excellent customer service while upholding company policies.
- Processed payments accurately and efficiently.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Answered phones, responded to inquiries, and took messages.
Front Desk Agent
Omni La Mansion
San Antonio , TX
2021.05 - 2022.02
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Facilitated successful front desk operations for high-volume hotel.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Assisted with check-in and check-out procedures for guests.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Computed bills, collected payments and made change for guests.
- Managed cash drawer responsibly throughout shift.
- Input and confirmed reservations for guests.
- Kept records of room availability and guest accounts, manually or using computers.
- Addressed customer needs in a timely manner.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Input customer data into reservation systems and updated to reflect room changes.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Provided information about hotel amenities, services, and local attractions.
- Arranged tours, taxis or restaurant reservations for customers.
- Scheduled reservations for groups and special events.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided excellent customer service while upholding company policies.
Sales Associate
Bed Bath & Beyond
Corpus Christi , TX
2019.04 - 2021.05
- Developed promotional strategies to increase sales volume.
- Ticketed, arranged and displayed merchandise to promote sales.
- Placed special orders or called other stores to find desired items.
- Organized stockroom shelves according to size, color or style.
- Upsold additional items based on customer interests and needs.
- Maintained records related to sales for store management.
- Worked with fellow sales team members to achieve group targets.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Engaged customers in friendly, professional dialogue to determine needs.
- Used technology resources to assist customers in locating and selecting items.
- Provided accurate information about products, prices and services.
- Greeted customers and provided exceptional customer service.
- Computed purchases and received and processed cash or credit payment.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Tracked sales performance metrics to identify trends in the market place.
- Answered store and merchandise questions and led customers to wanted items.
- Greeted customers to determine wants or needs.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
Education
Cesar E Chavez Academy
Corpus Christi, TX2017-03
Some College (No Degree) -
San Antonio College
San Antonio, TXSkills
- Front Office Support
- Room Assignments
- Credit and Cash Payments
- Guest Amenities
- Guest Relations
- Hospitality Services
- Word Processing
- Marketing
- Sales Expertise
- Mail and Packages
- Payment Oversight
- Guest Services
- POS Systems
- Problem-Solving Skills
- Reservations
Accomplishments
- Employee of the month
- Involved in bringing Valencia Hotel in 3rd ranking on Trip Advisor
- Brought in perfect scores with secrets shoppers
Languages
English
Full Professional
Spanish
Limited
Certification
- TABC licenses
- Food handler
References
References available upon request.
Timeline
Front Desk Agent
Hotel Valencia Riverwalk
2022.03 - Current
Front Desk Agent
Omni La Mansion
2021.05 - 2022.02
Sales Associate
Bed Bath & Beyond
2019.04 - 2021.05
Cesar E Chavez Academy
Some College (No Degree) -
San Antonio College
- TABC licenses
- Food handler
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