Customer Service Associate
Resume:
Elba Cecilia Cantu
Channelview Texas, 77530
*********@*****.***
RELATED QUALIFICATIONS
• Proficient Word, Excel, Windows, and PowerPoint skills.
• Skilled in Check-Inn, Epitome, Galaxy, Light speed, Opera, Night Vision Property Management systems.
• Experienced in multi-line phone system, data entry, payroll, and reservations.
PROFESSIONAL EXPERIENCE
Captains Quarters Inn, Port Aransas, TX November 2011-May 2012
Guest Service Representative
• Responsible for all front office duties; check-in/check-out, answering phones, making reservations, laundry, attending breakfast, etc.
• Work with housekeeping to ensure accurate status of the rooms for a smooth check-in process.
• Assisting guest’s inquiries, in person and on the phone, about hotel location, amenities, and suggestions for activities available for leisure.
Port Royal, Port Aransas, TX July 2011-Present
Manager on Duty
• Develop relationships with clients, return guests, group contacts, etc. to provide maximum personalized guest service.
• Responsible for new hire training, organization of prompt schedules, and one-on-one personal training.
• Oversee the guest service function to ensure corrective action is taken to resolve guest complaints and ensure that superior guest service is delivered.
• Accountable for creating and sending daily reports.
• Establish and maintain close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale, and guest service.
• Perform day to day running of reception, ensuring check in and check outs ran smoothly and to all Port Royal and ownership standards.
• Work closely with housekeeping to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Completed work orders for maintenance repairs and submitted to engineering.
Pearl South Padre, Formerly Sheraton Beach Hotel & Condominiums, South Padre Island, TX June 2009-July 2011
Front Desk/Reservations Manager
• Responsible for new hire training, preparing schedules, one-on-one training, supervising and monitoring of proper procedures to follow in hotel.
• Resolved guest issues, complaints, and problems.
• Planned and organized hotel meetings and training.
• Researched for better rates to increase revenue.
• Organized group rooming lists and pre-assigned rooms according to group requests.
• Responsible for all front desk duties.
La Quinta Inn & Suites July 2006-March 2009
Front Desk Manager
• Worked closely with General Manager to assure optimum performance and continual improvement in the five key result areas in a hotel (guest service, employees, sales/marketing, property appearance/maintenance, and profit/loss financial control).
• Overview human resource matters including interviewing, hiring, training, assigning work, scheduling, coaching/counseling, and performance appraisals.
• Resolved guest issues, complaints, and problems.
• Planned and organized hotel meetings and training.
• Researched for better rates to increase revenue.
• Organized group rooming lists and pre-assigned rooms according to group requests.
• Responsible for all front desk duties.
References available upon request.
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