Customer Service Front Desk
Resume:
Samantha Gomez
*** ****** * ***** *** Antonio, Texas 78203
210-***-**** • ***************@******.***
Objective
Dedicated and reliable customer service professional with over 10 years of experience across hospitality, retail, and delivery industries. Proven ability to handle high-pressure environments with professionalism and care, whether managing front desk operations at leading hotels or ensuring timely and accurate deliveries. Skilled in guest relations, team support, POS systems, and multitasking in fast-paced settings. Known for strong communication, problem-solving, and a commitment to exceeding customer expectations. Seeking a position where I can contribute my experience, work ethic, and people-focused mindset to a dynamic team. Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Manage receptionist area, including greeting visitors.
Work Experience
Sales associates
Lady Footlocker
• Greeted customers with a friendly and welcoming attitude to create a positive shopping experience.
• Assisted shoppers in finding the right sizes, styles, and products to meet their needs.
• Kept the sales floor clean, organized, and fully stocked with merchandise.
• Learned and shared product information to help customers make confident purchases.
• Handled basic cash register duties, including ringing up purchases and processing returns.
• Supported the team by restocking items and helping set up product displays.
• Followed company guidelines for customer service, safety, and store appearance. Sales associate/ Cashier
Family Dollar
• Assisted in the setup and opening of the store, including unloading delivery trucks, assembling shelves, stocking inventory, and organizing displays.
• Maintained clean, well-stocked aisles and ensured product placement met company merchandising standards.
• Operated cash register efficiently to process customer purchases, returns, and exchanges with accuracy.
• Delivered excellent customer service by helping shoppers locate items and resolving concerns professionally.
• Monitored inventory levels and helped with restocking to keep high-demand items available.
• Followed store procedures for opening and closing, including cash handling and securing the store.
• Worked flexible shifts, including weekends and holidays, to support team coverage and store needs.
June 2013 to December 2013
January 2015 to October 2017
March 2018 to July 2018
Front Office Receptionist / PBX Operator
Riverwalk Plaza Hotel - San Antonio, TX
Booked over 100 reservations. Answered high volume phone calls, booked appointments, and greeted clients. Provided exceptional reception service ensuring guests were comfortable and informed.
• Greeted guests upon arrival, completed check-in/check-out procedures, and provided information about hotel amenities and local attractions.
• Answered multi-line phone system promptly and professionally, routing calls to appropriate departments and handling guest inquiries.
• Logged and relayed guest requests and maintenance issues using internal communication systems.
• Managed reservations, cancellations, and modifications accurately in the hotel booking system.
• Handled cash, credit, and room charge transactions with accuracy and integrity.
• Maintained a calm and professional demeanor in high-pressure situations, including late check-ins and guest complaints.
• Coordinated with housekeeping and maintenance to ensure timely room readiness and issue resolution.
• Provided exceptional customer service to ensure guest satisfaction and encourage repeat business.
Front Office Receptionist / PBX Operator
Sheraton Gunter Hotel - San Antonio, TX
Kept area secure by following procedures, monitoring logbooks, and issuing visitor badges. Kept detailed records of customer interactions and complaints. Assisted with processing of refunds and exchanges. Resolved guest complaints via phone and e-mail. Keeping office secure by following procedures, monitoring logbooks, and issuing visitor badges. Contributed to team by accomplishing tasks as needed.
• Served as a key front desk team member, providing excellent service to guests and handling check-ins, check-outs, and reservation changes.
• Operated the PBX phone system to manage incoming calls, guest requests, wake-up calls, and internal communications between departments.
• Acted as a team lead by training and mentoring new front desk associates on hotel systems, procedures, and guest service protocols.
• Maintained accuracy in processing payments, managing room charges, and reconciling daily cash and credit transactions.
• Quickly resolved guest concerns with professionalism and care, consistently maintaining high satisfaction scores and repeat stays.
• Supported hotel operations by coordinating with housekeeping, engineering, and management to ensure seamless service delivery.
• Recognized by management for reliability, leadership, and in-depth knowledge of property systems and brand standards.
Front Office Receptionist / PBX Operator
Holiday Inn, Market Square - San Antonio, TX
Maintained front desk and reception area in neat and organized fashion. Supplied over 300 key cards to employee and visitors. Referred guests to local amenities and attractions. Organized and communicated guests requests and complaints to appropriate department. Handled over August 2018 to June 2019
October 2024 to present
100 customer accounts protecting confidential information.
• Provided friendly, efficient front desk service, ensuring smooth check-in/check-out for guests from diverse backgrounds.
• Answered high-volume calls through PBX system, promptly routing internal and external calls while managing guest requests and emergencies with professionalism.
• Utilized hotel reservation systems to manage bookings, process payments, and update guest records accurately.
• Delivered prompt solutions to guest concerns, applying strong communication skills and 8+ years of service experience to maintain satisfaction and loyalty.
• Collaborated with housekeeping, maintenance, and management to meet special guest requests and room readiness timelines.
• Processed room charges, deposits, refunds, and daily close-outs with full compliance to hotel cash-handling procedures.
• Promoted local attractions, dining, and transportation to enhance guest experience and support hotel concierge service.
• Recognized for dependability, multitasking under pressure, and maintaining a calm, courteous presence during peak hours.
Front Desk Receptionist / PBX Operator
Riverwalk Plaza Hotel - San Antonio, TX
Greet and respond to visitors on telephone and in person requests. Serve as central point of contact for all outside vendors requiring access to building. Respond in a timely manner to all guest needs. Book over 500 reservations. Disperse incoming mail to correct recipients throughout hotel.
• Delivered exceptional service to guests, drawing on 9+ years of customer service experience to ensure smooth check-ins, check-outs, and issue resolution.
• Operated a multi-line PBX phone system, professionally handling internal and external calls, messages, wake-up calls, and emergency protocols.
• Handled reservations, modifications, and cancellations efficiently using hotel management software, maintaining accuracy in guest records and billing.
• Resolved guest concerns calmly and effectively, often going above and beyond to exceed expectations and ensure repeat business.
• Communicated across departments (housekeeping, maintenance, security) to coordinate guest requests and maintain smooth hotel operations.
• Trained new front desk team members on hotel procedures, software systems, and best practices for guest interaction.
• Managed cash handling, credit card processing, and daily financial reports with accuracy and attention to detail.
• Recognized by supervisors for professionalism, reliability, and a consistently positive attitude under pressure.
Independent contractor/driver
Door dash and Spark
• Provided prompt and reliable food and grocery delivery services to a wide customer base.
• Maintained a customer rating of [insert rating if available] by ensuring timely and accurate deliveries.
• Utilized apps and GPS navigation to efficiently plan routes and meet delivery deadlines.
• Demonstrated excellent customer service skills through polite interactions and professional 2018
demeanor.
• Handled deliveries with care to ensure product quality and customer satisfaction.
• Managed multiple orders during high-volume periods while maintaining attention to detail and time management.
Education
High School Diploma
Victory Learning Center - San Antonio, TX
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