Customer Service Manager
Resume:
M ia Luna
**** ******, *******,**, ***** C: 832-***-**** ***.*******@*****.***
Summary
A goal orientated person with strengths that include customer service, communications, filing, computer
skills, cashier, up selling and hoping to learn and expand my knowledge with a long term position.
Accomplishments
Earned “Employee of the Month” at Hotel Icon Houston,Tx, in May, 2014
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Balanced daily cash drawers and vaults totaling an average of $2,500.
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Promoted to Shift Supervisor after three months of employment.
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Helped hotel increase customer satisfaction rate on TripAdvisor from #25, to #13 hotel in Houston, out of
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455 hotels.
Increased office organization by developing more efficient filing system and customer database protocols.
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Demonstrated proficiencies in telephone, e mail, fax and front desk reception within high volume
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environment.
Answered multiple phone lines, transferred calls to corresponding departments, filed reports and billed
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accordingly.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations
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and resolving problems to maximize efficiency.
Successfully trained staff in all office systems and databases, policies and procedures while focusing on
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minimizing errors and generating superior results.
Maintained status reports to provide management with updated information for hotel revenue.
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Experience
11/2014 02/2015 Guest Service Representative
Sheraton Greensboro at Four Seasons
Assist with excessive amounts of check ins and check outs. (Average of 400)
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Performed concierge services for a 4 star, 998 room hotel.
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Cross trained for other departments, such as, switchboard/PBX, and hostess for on property restaurant.
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Promote and advertise Starwood Preferred Guest Program
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Provide great customer services
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Processed guest payments for room charges, food and beverage charges, and inventory bundles.
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Upsell and Upgrade guests and preferred members.
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Assisted outside calls, in questions about their reservation.
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Assisted with walk in reservation.
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M ia Luna
4214 Europa, Houston,Tx, 77022 C: 832-***-**** ***.*******@*****.***
09/2013 to 11/2014; 02/2015 present Guest Service Agent/Night Auditor
Hotel ICON, Marriott Autograph Collection Houston, Tx
Managed a 135 room full service boutique hotel.
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Processed guest payments for room charges, and food and beverage charges..
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Greeted and registered guests and issued room keys.
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Performed concierge services for a 4 star, 135 room hotel.
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Balanced all rebates and other miscellaneous charges.
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Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette.
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Monitored room availability using OPERA PMS.
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Delivered requested items to guests’ rooms.
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Processed credit card transactions during the checkout process.
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Supervised two front desk staff.
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Monitored the appearance and performance of the front desk staff.
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Fostered strong working relationships with all hotel departments.
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Kept records of room availability and guests' accounts, manually or using computers.
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Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
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Recorded guest comments or complaints, referring customers to managers as necessary.
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Contacted housekeeping or maintenance staff when guests reported problems.
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Improved customer service ratings through empathizing with guest issues, encouraging teamwork, and
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treating guests with the "Red Carpet" treatment.
09/2012 to 09/2013 Cashier
Fiesta Mart Houston, TX
Executed cash transactions quickly and accurately.
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Handled products and equipment in accordance with safety and sanitation guidelines.
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Conducted price checks for cashiers and service clerks.
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Checked out customers and bagged items quickly.
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Suggested additional items and offered samples of weekly promotional items to increase store sales.
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Praised by management for being a fast and efficient worker, requiring little supervision.
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Served shoppers in a prompt, courteous and friendly manner.
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Arranged and stocked department displays.
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M ia Luna
4214 Europa, Houston,Tx, 77022 C: 832-***-**** ***.*******@*****.***
04/2011 to 03/2013 Shift Supervisor
Baskin Robbins Houston, Tx
Accepted payment from customers and made change as necessary.
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Answered customers’ questions and addressed problems and complaints in person and via phone.
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Opened and closed the store, which included counting cash drawers and making bank deposits.
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Educated customers on product and service offerings.
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Built customer confidence by actively listening to their concerns and giving appropriate feedback.
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Checked the quantity and quality of received products
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Cleaned and maintained the beverage area, display cases, equipment, and order transaction area
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Cleaned up spilled food, drink and broken dishes, and removed empty bottles and trash
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Loaded dishwashers and hand washed items such as pots, pans, knives
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Performed serving, cleaning, and stocking duties in establishments
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Prepared items on station assignment list
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Stored clean equipment and utensils
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Education
2010 Diploma
John H. Reagan High School Houston, TX
Recipient of Project Grad Scholarship
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Top 20% of class
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Dance training at John H. Reagan
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Coursework in Vocal Techniques
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2010 2014 Houston Community College Houston, TX
Basic Core Classes
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M ia Luna
4214 Europa, Houston,Tx, 77022 C: 832-***-**** ***.*******@*****.***
References
Diana DeFrancisco, Executive Director of Housekeeping
Hotel Sorella
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Mobile: 734-***-****
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(former manager)
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Shawn Edwards, General Manager
Sheraton Four Point Hotel
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Mobile: 281-***-****
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(former director of guest services)
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Jacqueline Terrazas, Server
The Briar Club
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Mobile: 832-***-****
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(former colleague)
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Languages
Fluent reading/writing English.
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Beginner reading/speaking Spanish
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Skills
Microsoft Office Suite
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Excel (working knowledge)
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PowerPoint (working knowledge)
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Word (working knowledge)
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Opera PMS
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Galaxy LightSpeed (working knowledge)
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