Front Desk Customer Service

Cassandra Ruiz

626-***-**** ******************@*****.*** Venice Beach, CA

Summary

Genuinely loves making people smile, great attitude, works great independently or in a team, quick on her toes and an efficiant problem solver. Skilled mulitasker, holds the record for best customer service in the district, and has a reputation for being one of the hardest working, most reliable, respectful, and responsible employees, who has a knack for making people smile. She, herself, is great at maintaining a positive attitude, during any situation, and is never without a smile, so big u can see it even when she wears a mask. She is a self-starter that always goes above and beyond expectations, who has experience working without any supervision, and can be considered very dependable and hardworking.

Experience

Hospitality Team Member 07/2021 - 03/2022 Lucifers Pizza & Mendocino Farms Studio City, CA Greet customers, record orders, and serve food and beverages with a consistently positive and helpful attitude, including answering questions about the menu. Input orders into a point-of-sale system and accept payment using a credit card reader or cash register, calculating change accurately and quickly as required. Work together with the kitchen team to prepare foods such as pizza, drinks, sides, salads and deserts while following cooking instructions, safety procedures, and sanitary requirements. Use specific kitchen machinery such as ice cream dispensers, blenders, and espresso machines to create customized hot and cold beverages to customers’ preferences. Ensure restaurant cleanliness daily by clearing tables, returning trays to the kitchen, sweeping and mopping floors, washing and sanitizing kitchen utensils, and servicing restrooms. Communicate effectively with team members and management to create work schedules, train new employees, and resolve any interpersonal issues as needed. Handle guests’ concerns and complaints professionally and calmly to resolve problems according to restaurant policy.

Maintain a neat and tidy appearance by wearing a uniform and adhering to a corporate dress code. Front Desk Receptionist/Night Auditor 10/2020 - 04/2021 Motel6/ Holiday Inn Burbank, CA Promote and ensure a guest service culture of excellence by anticipating guest needs and addressing any concerns while building rapport.

Assist in supervising the front desk function; assist guest services manager with staff training in all guest related functions, company policies and departmental procedures, ensure staff complies with dress and grooming standards.

Opens lines of communication between management and staff and creates a culture where employees can off suggestions and have development opportunities by monitoring performance and assessing weaknesses and strengths closely with management.

Monitor staff performance and recommend corrective or disciplinary action to the guest services manager. Alert management immediately of potentially serious issues. Up-sell rooms where possible to maximize hotel revenue.

Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.

Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. Use hospitality and hotel standards for communications. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys. Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.

Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.

Promote teamwork and quality service through daily communication and coordination with other departments.

Assure that the safety and security standards set by the hotel and by governmental agencies are followed. Report accidents, incidents, suspected acts or persons, and conditions related to those areas to management and/or proper authorities immediately.

Follow company and regulatory privacy and security guidelines for guests and employees and train staff on proper procedures and policies.

Perform other duties as assigned which may include guest room tours, concierge services, special guest request.

Photographer/Sales Associate 08/2018 - 04/2020 Images Everywhere Santa Clarita, CA took pictures of guests entering the fairs

sold/ upsold pictures taken throughout the day

Skills

Customer service, Computer literacy, Communication skills, Restaurant experience, Time management, Microsoft excel, Microsoft word, English, Leadership, Guest services, Photography Education

Communications Cal State University Fullerton 07/2009 Fullerton, California GPA 3.6

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