Front Desk Customer Service

Olga Placencia

P.O. Box **** • Salinas, CA ***** • 831-***-**** • *********@*****.***

HIGHLIGHTS:

• Excellent customer service skills, assisting internal and external contacts through effective communications and thorough follow-through to ensure timely completion.

• Pro-actively manage positive vendor relationships.

• Compassionate crisis advisor trained to assess clients’ challenging personal situations and to provide assistance and information on additional resources.

• Bilingual/Biliterate (English/Spanish)

WORK EXPERIENCE:

Monterey Beach Hotel, Seaside, CA March 2022 to March 2025 Night Auditor

• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.

• Handle guest requests ensure overall guest satisfaction.

• Audit and reconcile financial and statistical reports, prioritize job functions in order to meet deadlines.

• Audit and reconcile all Front Desk and Food & Beverage Cashier’s work.

• Perform other duties as requested by management.

• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms

• Review Front Office log and Trace File daily.

• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

• Follow all cash handling and credit policies.

• Be aware of all rates, packages and special promotions as listed in the Red Book.

• Be familiar with all in-house groups.

• Be aware of closed out and restricted dates.

• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.

• Be familiar with hospitality terminology.

• Have knowledge of emergency procedures and assist as needed.

• Handle check-ins and checkouts in a friendly, efficient and courteous manner.

• Use proper two-way radio etiquette at all times when communicating with other employees.

• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

• Be able to complete a bucket check, room rate verification report, and housekeeping report.

• Balance and prepare individual paperwork for closing of shift according to hotel standards.

• Maintain and market promotions and guest programs.

• Maintain a clean work area.

• Assist guests with safe deposit boxes.

Fresh Express/Chiquita Brands, Salinas, CA July 2006 to November 2023 Consumer Response Representative

• Handle incoming calls, emails and letters for all Fresh Express/Chiquita products, responding to inquiries, requests, and complaints covering a wide range of topics. Takes ownership of each contact with complete follow through and handles all contacts to achieve consumer satisfaction.

• Make calls to consumers, interfacing with company personnel, utilizing varied resources, as appropriate to provide consumers/customer with information and resolution. Draft written responses for select situations.

• Assist in troubleshooting, problem solving and handling more complex or involved contacts.

• Utilize Consumer Response Center software to accurately document contact data; track consumer issues.

• Perform varied operational support processes as assigned that are necessary to complete and close contracts handled by the department in a timely manner, including processing letters, literature, and replacement coupons/refund checks for product replacement, retrieval kits, and ordering/maintaining materials and related reports. Corporate Service Administrator for Facilities Department

• Initiate work orders for Facilities, including repairs, maintenance, office moves, company functions, and other activities. Goal: complete work orders within 24-48 hours, coordinating with outside vendors as needed. Assist with scheduling; oversee work performed. Identify preventive maintenance opportunities and update PM for SOP manual.

• On-call for after-hours or emergency Facility issues.

• Process A/P invoices, GL coding, getting proper authorizations from departments, report monthly accruals, P-Card sign offs, WinPak System. Reconcile and file invoices, create spreadsheets as needed

• Order supplies for Salinas and other regional offices. Set up new users for OfficeMax train, back-up approver for office supply orders.

• Issue/update employee ID badges for building access authorization.

• Coordinate Record Retention Requests, scheduling records to be picked up/delivered; train employees on how to properly fill out Record Retention forms for retrievals.

• Book reservations on company plane; send out confirmation

• Coordinate product requests with production facility for corporate events.

• Maintain inventory levels of supplies in break room.

• Receptionist for Salinas corporate office, greeting all employees, visitors, and vendors.

• Sort incoming mail. Notify employees of UPS, FedEx, DHL arrivals. Maintain log tracking all packages.

• Process outgoing shipments via FedEx. Set up new FedEx shipping users and train employees.

• Print ID badges as needed when requested.

Shelter Outreach Plus, Marina, CA March 1996 to March 2017 Shelter Supervisor for Non Profit Women’s Crisis Shelter

• Answer crisis and referral phone lines from victims of domestic violence and homeless females with children, noting the person’s physical/mental/emotional state, the individual’s needs and wishes.

• Interview and complete intake paperwork for newly arrived clients.

• Provide assistance with orientation process to clients, explaining rules and policies of shelter program. Provide general assistance to clients with primary needs such as emergency food and clothing, as well as referrals to local community agencies.

• Stay abreast of program rules and regulations and any mandatory reporting requirements.

• Assist Spanish-speaking clients.

Salinas City School District, Salinas, CA Sept 2001 to June 2006 Los Padres Elementary School: Clerk Typist II, Los Instructional Aide Primary Sherwood School: Clerk Typist II, Schoolyard Duty Supervisor Upper School Sherwood School: Community Coordinator

• Record school attendance, calling parents of absent students.

• Worked with the after-school teachers, data entry for daily attendance, type CSD9’s; ensure time sheets were submitted on time to the District Office.

• Tutored assigned students, particularly on reading aloud skills.

• Ensure snacks were available for after-school students. Supervise students during lunch recess.

• General receptionist and administrative assistance duties. COMPUTER/OFFICE SKILLS

• Microsoft Office Suite

• Pitney Bowes mail system model DM400 Series Quick Reference Guide EDUCATION/TRAINING

• Current: Monterey Peninsula College, Monterey, CA - Coursework: Business Management, Accounting

• Hartnell College, Salinas, CA - Coursework: Paralegal (online), Medical Billing

• Salinas Adult School, Salinas, CA - Coursework: Excel 97, Medical Terminology

• Central Coast College, Salinas, CA - Coursework: Proficiency in Data Entry REFERENCES

• Available upon request

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