Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hi, I’m
Nancy Ortiz
Front Desk Agent
Gastonia,NC
Summary
Overview
3
years of professional experience
1
Certification
Work History
Super 8, WyndhamDriggs, ID
Front Desk Agent
11.2021 - 08.2023
Job overview
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Input customer data into reservation systems and updated to reflect room changes.
- Posted charges, updated accounts and issued bills to departing guests.
- Supervised daily operations of hotel front desk in absence of manager.
- Responded to inquiries and room requests made online, by phone and via email.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Communicated safety processes and procedures with customers during emergencies.
The Housing Pros LLCWilcox, AZ
Hotel Manager
11.2020 - 08.2021
Job overview
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Oversaw reservations received from direct calls and provided room availability information.
- Administered new hire paperwork and maintained employee files.
- Responded to and resolved guest issues or complaints.
- Built and maintained productive relationships with employees.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
Education
Teton High SchoolDriggs, ID
High School Diploma
06.2009
University Overview
Maricopa Community Colleges - South Mountain Community CollegePhoenix, AZ
Some College (No Degree)
University Overview
Skills
- Reliable & trustworthy
- Flexible schedule
- Friendly, positive attitude
- Supervision & leadership
- Ability to Multitask
- Ability to Work Under Pressure
- Critical thinking
- Team building
- Customer Service
- Conflict resolution
- Organizational skills
- Computer skills
- Microsoft Excel
- Microsoft Office
Certification
HS Diploma August 2004 - July 2009
SMCC 2021 - Present
References
References
Lance Dmytrow The Housing Pros LLC 480-890-0586
Ray from Thai Chili 2 Go 602-309-9798
Annette Dopp Super 8 by Wyndham 208-354-8888
Languages
Languages
Languages
English
Professional
Spanish
Professional
Timeline
Front Desk Agent
Super 8, Wyndham
11.2021 - 08.2023
Hotel Manager
The Housing Pros LLC
11.2020 - 08.2021
Teton High School
High School Diploma
Maricopa Community Colleges - South Mountain Community College
Some College (No Degree)
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