Maria Ortiz
Davie,FL
Summary
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
2
2
years of professional experience
Work History
Front Desk Agent
Springhill Suites By Marriott
02.2023 - Current
- 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.
- Answered multi-line phone system and enthusiastically greeted callers.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Implemented marketing and promotional initiatives to increase occupancy.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Sales Associate
Bath & Body Works
10.2021 - 04.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Babysitting
Independent Employer
01.2021 - 08.2021
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Prepared healthy, age-appropriate snacks and meals.
- Taught children to organize toys, wash hands, and share by leading by example.
- Communicated with parents regarding children's progress and development, raising any issues.
- Assisted children with homework assignments and special projects across different subjects.
- Planned fun outings and educational activities to keep children entertained.
- Established and maintained safe play environment for children.
- Helped children complete homework assignments and school projects.
- Taught children basic life skills, manners and personal hygiene.
- Provided developmentally appropriate activities for children.
- Assisted with light housekeeping duties as well as running errands.
- Developed games and activities using arts and crafts to support learning and verbal skills.
Education
Associate of Arts - Business
Broward College
Fort Lauderdale, FL08.2023
High School Diploma -
Avant Garde Academy
Hollywood, FL05.2020
Skills
- Quality Assessments
- Mentoring
- Telephone Reservations
- Operational Efficiency
- Customer Service
- Checking Guests In and Out
- Professional Relationships
- Effective Planning
- Time Management
- Marketing
- Sales Expertise
- Check in and Checkout Procedures
- Payment Oversight
- Mail and Packages
- Room Assignments
- Front Desk Management
- Hospitality Service
Accomplishments
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Agent
Springhill Suites By Marriott
02.2023 - Current
Sales Associate
Bath & Body Works
10.2021 - 04.2022
Babysitting
Independent Employer
01.2021 - 08.2021
Associate of Arts - Business
Broward College
High School Diploma -
Avant Garde Academy