Administrative Assistant Front Desk

Marissa Flores

805-***-**** *********@*****.*** *47 Ellwood Beach Drive #24, Goleta, CA 93117

PROFESSIONAL SUMMARY

Dedicated and goal-driven sales administrator looking to expand my knowledge and skill set in related fields. SKILLS AND EXPERIENCE

• Detailed travel planner and coordinator

• Substantial experience in customer de-escalation skills

• Adherence to Ritz-Carlton customer service standards

• Articulate and well spoken. Great listener and communicator; always eager to learn and grow.

• Conducts property site inspections on behalf of remote Sales Managers and Directors

• Strongly skilled in Delphi, Social Tables, CVENT, Q9 Proposal, Cendyn, Microsoft Office, Google Office, Shopify, Canva, OPERA and various photo editing applications

WORK EXPERIENCE

Travel Industry Administrative Assistant, The Ritz-Carlton Bacara, Santa Barbara, October 2020 – Current

• Builds strong relationships with Travel Agents during pre-arrival phase.

• Communicates clearly and effectively with all clients and staff.

• Increases luxury consortia guest scores.

• Follows up with each client and travel agent ensuring their needs are met and satisfied.

• Increases guest spend with room, spa, dining and incidental revenue. Sales Administrative Assistant, The Ritz-Carlton Bacara, Santa Barbara, January 2018 – October 2020

• Answers sales leads, inquiries and client requests.

• Coordinates all site visits for remote and on property sales managers.

• Provides main telephone coverage for sales office.

• Effectively communicates with all internal departments.

• Follows up with clients ensuring their needs were met and satisfied.

• Prepares proposals, builds and assigns meeting space, creates/edits sales contracts, addendums and ensures successful sales turnovers

Guest Service Representative, The JW Marriott L.A. Live & The Ritz-Carlton, Los Angeles, 2017 – 2018

• Greeted, welcomed, and accommodated all hotel guests

• Promoted the hotel brand loyalty through Marriott and Ritz-Carlton Rewards.

• Verified personal payment information on guest accounts were accurate and complete.

• Resolved service-related problems in a timely manner.

• Improved customer service ratings through positive guest interactions.

• Trained new front desk employees on PMS, MARSHA and overnight audits. Front Desk Manager, The Best Western South Coast Inn, 2010 – 2016

• Assisted Sales Manager in developing and maintaining long-term relationships with UCSB Clientele and local businesses.

• Responsible for ordering and taking inventory of sundry store, front office and hotel supplies.

• Screened applicant resumes and coordinated both phone and in-person interviews. Organized all new hire paperwork.

• Prepared weekly employee schedules.

• Managed all social media accounts.

• Investigated and resolved all guest inquiries and complaints in an empathetic manner. Responded daily to guest reviews on Medallia, Yelp, Booking.com and Trip Advisor.

• Ensured that front desk ran smoothly and guests’ needs were met. Resolved credit card disputes.

• Decorated and styled lobby for holidays and special events. EDUCATION

Associates in Fashion Merchandising Allan Hancock College, Santa Maria 2016 Advanced Fashion Marketing course Advanced Fashion Merchandising course Advanced Fashion History course

• Trend forecasting

• Sewing

• Marketing

• Merchandising

• Fashion buying

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