Natalie Cruz
Anaheim,CA
Summary
Detailed oriented and results driven professional with over 5 years of experience in the hotel industry. Proven track record in employee of the month, with a strong ability to manage projects, enhance operational efficiency, and build strong client relationships. Recognized for problem solving skills and the ability to adapt in fast paced environments. Committed to delivering high quality results and contributing to team success. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
PBX Telephone Operator
Cambria Hotel & Suites Anaheim Resort Area
Anaheim, CA
03.2024 - Current
- Answered and directed incoming calls to appropriate personnel.
- Resolved customer complaints in a timely manner.
- Recorded messages, transferred calls, and provided information about the company's services.
- Updated customer accounts with accurate contact information.
- Responded quickly to emergency situations requiring immediate action.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Room Control/PBX Telephone Operator
Hyatt Regency Orange County
Anaheim, CA
10.2023 - 12.2023
- Answered calls on the number ring and engaged customers with a friendly, professional demeanor.
- Responded to customer inquiries with patience and positivity to establish an excellent first impression.
- Created and maintained company phone directory with current extensions and staff information.
- Directed incoming calls to internal personnel and departments, routing them to the best-qualified department.
- Registered guests and relayed pertinent information about available amenities and events taking place at the facility.
- Followed up with guests to resolve requests or problems to complete satisfaction.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Uphold high standards for customer service and lead by example.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
Front Desk
Hyatt House
Cypress, CA
09.2022 - 10.2023
- Helped office staff prepare reports and presentations for internal or client-related uses
- Maintained organized and clean front office area to create a professional and welcoming environment for visitors and employees
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages
- Sorted, received, and distributed mail correspondence between departments and personnel
- Responsible for posting charges, settling folios for individuals, groups and due-outs
- Handled guest problems and complaints efficiently
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers
- Maintained confidentiality of sensitive data to protect customer and business information
- Organized, maintained and updated information in computer databases
Guest Service Representative
Extended Stay America Inc.
Cypress, CA
08.2019 - 03.2022
- Updated customer accounts with add-on room charges, including minibar use, and room service bills.
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Arranged accommodations and travel plans for visitors, and presented updated itineraries.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted 30+ daily visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained financial accuracy by collecting deposits, fees, and payments.
Sales Associate
Bath & Body Works
Long Beach, CA
02.2019 - 04.2020
- Educated customers on promotions to enhance sales
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites
Education
High School Diploma -
Western High School
Anaheim, Ca05-2016
Skills
- Cash Handling
- Relationship development
- Training and mentoring
- Problem-solving skills
- Organized
- Work effectively
- Filing
- Telephone reception
Languages
- Spanish
- English
Accomplishments
- Employee Of The Month
Timeline
PBX Telephone Operator
Cambria Hotel & Suites Anaheim Resort Area
03.2024 - Current
Room Control/PBX Telephone Operator
Hyatt Regency Orange County
10.2023 - 12.2023
Front Desk
Hyatt House
09.2022 - 10.2023
Guest Service Representative
Extended Stay America Inc.
08.2019 - 03.2022
Sales Associate
Bath & Body Works
02.2019 - 04.2020
High School Diploma -
Western High School
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