Maria Fernanda Martinez
Oxnard,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Customer-oriented team member with strong background in customer relations. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Committed to leaving great, lasting impression.
Overview
6
6
years of professional experience
Work History
Front Desk Supervisor
Holiday Inn Express
03.2023 - Current
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored junior staff on customer service protocols and hotel policies.
- Managed room assignments and reservations using property management software to optimize occupancy rates.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Front Desk Agent
Holiday Inn Express
11.2021 - 02.2023
- 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
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
Host/Server
Ihop
08.2021 - 11.2021
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Used slow periods to restock supplies, ice, trays, and delivery bags
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
Concierge
Clearwater At Riverpark
08.2019 - 10.2021
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions
- Offered friendly and efficient service to residents, handled challenging situations with ease
- Maintained accurate and up-to-date records of guest information
- Streamlined communication between departments, ensuring efficient service delivery to residents.
Server
Clearwater At Riverpark
08.2019 - 05.2021
- Served food and beverages promptly with focused attention to customer needs
- Cultivated warm relationships with regular customers
- Resolved customer complaints promptly and professionally to maintain positive reputation
- Set positive tone for entire dining experience as first point of contact for incoming guests
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
Education
Associate of Arts - Law
Oxnard Community College - Currently Attending
Oxnard, CA08-2026
Diploma -
Channel Islands High School
06.2019
Skills
- Proficient in English and Spanish languages
- Problem-Solving Skills
- Hospitality Service
- Creativity
- Excellent Communication
- Organizational Skills
- Automated Telephone Systems
- Microsoft Office Suite (All Applications)
- Customer Service Skills
- Multi-Tasking
- Data Entry
- Effective leadership
Timeline
Front Desk Supervisor
Holiday Inn Express
03.2023 - Current
Front Desk Agent
Holiday Inn Express
11.2021 - 02.2023
Host/Server
Ihop
08.2021 - 11.2021
Concierge
Clearwater At Riverpark
08.2019 - 10.2021
Server
Clearwater At Riverpark
08.2019 - 05.2021
Diploma -
Channel Islands High School
Associate of Arts - Law
Oxnard Community College - Currently Attending