Front Desk & Customer Service Specialist

Bruna Ramsey

Pecos, TX ***** +1-661-***-**** ***********@*****.***

Professional Summary

Skilled Customer service professional with 15+ years of experience in hospitality and front desk operations. Proven ability to manage high call volumes, resolve guest complaints, and enhance customer satisfaction through effective communication and relationship-building. Experienced in training staff and maintaining operational efficiency, contributing to increased loyalty program enrollment and repeat business. Bilingual in English and Spanish, with strong organizational and leadership skills.

Work Experience

Front Desk Associate

Hampton Inn Pecos, TX

June 2023 to Present

• Greeted and checked in guests, ensuring a positive first impression and providing excellent customer service

• Managed high call volume, efficiently handling inquiries, reservations, and guest requests

• Maintained accurate records of room availability and guest accounts using computerized systems

• Handled cash transactions accurately while following established procedures for billing and payment processing

• Resolved guest complaints promptly and effectively to ensure satisfaction and repeat business

• Collaborated with housekeeping department to prioritize room cleaning based on guest check-in/check-out times

• Trained new front desk associates on standard operating procedures to ensure consistency in service delivery

• Developed strong relationships with frequent guests resulting in increased loyalty program enrollment Front Desk

HyattPlace Bakersfield Bakersfield, CA

August 2022 to Present

Answering calls, contacting clients, setting reservations,enter information into computer, take payments, looking up credit card authorizations, sending out credit card authorization, providing great customer service, work the bar/ restaurant located in hotel, completing customer requests Receptionist

Angels Bakersfield, CA

February 2010 to September 2020

Demonstrated multitasking and irganization

• Greeted and welcomed visitors, providing a positive first impression of the company

• Handled sensitive documents with confidentiality and discretion, maintaining strict adherence to privacy policies

• Managed a high volume of incoming calls, efficiently routing them to the appropriate departments

• Responded to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources

• Scheduled appointments and maintained calendars for multiple executives, ensuring optimal time management

• Assisted with administrative tasks such as filing documents, photocopying materials, and preparing correspondence

• Managed office supplies inventory by monitoring stock levels and placing orders when necessary

• Resolved customer complaints or issues promptly and professionally to maintain customer satisfaction

• Created detailed reports on daily activities such as visitor traffic, phone call volume, and appointment scheduling metrics

Operations Supervisor

Education

High school diploma

Monahans High School Monahans, TX

August 1989 to May 1992

Basic (12+)

Monahans High School Monahans, TX

August 1989 to May 1992

Upper secondary education

High school diploma or GED

None (Bachelor's degree)

High school diploma

Skills

Basic math Windows Host/hostess experience Leadership Front desk Serving Experience Food preparation Travel planning POS systems Profit & Loss Kitchen Experience Cleaning Experience Attention to detail Phone etiquette Maintaining patient confidentiality Order processing Phone communication Social media strategy Phone inquiries English Spanish Customer relationship management Hospitality industry experience Organizational skills Call center experience Microsoft Word Team management Retail Sales Budgeting Customer service Google Docs Office experience Writing skills Cooking Cash handling CPR Sanitation Hotel and accommodations guest check-in Manual handling Boutique hotel experience Google Sheets Computer skills Assembly Hotel management Order Picking Food safety Cleaning Receptionist experience within hospitality industry Microsoft Office Analysis skills Mac OS Clerical experience Order entry Data entry Management Productivity software Sales experience within hospitality industry Inventory Control Appointment scheduling Technical Proficiency Order confirmation Sports Supervising Experience Venue guest services Hotel experience Shift Management Host/Hostess Guest relations Sales Computer operation Live chat Math Microsoft Excel Human Resources OPERA Food Handling Gmail Word processing Hospitality management Payroll Kitchen Management Experience Restaurant management Filing Cashiering Handling customer inquiries Food safety management Account management Customer support Property management Guest services iOS Statistics Phone call management Kitchen management Typing Customer relationship building Communication skills Client interaction via phone calls Cash register Office Management Microsoft PowerPoint OSHA Restaurant Experience First aid Packaging Bakery Accounting Pricing Food service Hospitality Budget hotel experience Guest reservation booking Night audit Customer complaint resolution

Languages

Bilingual

Multilingual

Spanish - Expert

English

Certifications and Licenses

Driver's License

Food Handler Certification

Food Safety Certification

ServSafe

First Aid Certification

CPR Certification

Additional Information

Authorized to work in the US for any employer

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