Erika Ortiz

Extensive customer service experience engaging diverse populations, combined with strong interpersonal skills used to communicate with residents, families, guests, and community members in both professional and volunteer settings. Experienced in cash handling, POS systems, and daily operational procedures with accuracy and attention to detail. Proven ability to manage multiple priorities, resolve customer concerns, and maintain professionalism in fast-paced settings.

Fluent in English and Spanish, with additional proficiency in French.

Concierge at The Journey Club (2024-11 – 2025-09)

• Responded to resident inquiries in person, by phone, and electronically in a high-volume front desk environment, ensuring timely service and smooth daily operations.
• Coordinated transportation, dining, and appointment bookings for residents, maintaining accurate schedules and ensuring requests were fulfilled efficiently.
• Communicated with families of memory care residents regarding visits, mail, and updates through phone and email, maintaining confidentiality and ensuring clear, professional communication.
• Created and maintained internal communication tools including daily logs, memos, and digital records, improving team coordination and continuity between shifts.
• Organized digital and physical filing systems, managed office supplies, and maintained shared front desk resources, improving efficiency and reducing workflow disruptions.
• Selected for cross-training in the Recreation Coordinator role, assisting in event and activity execution, and demonstrating ability to adapt and learn additional responsibilities.

Front Desk Agent at The Westin Calgary (2019-07 – 2024-07)

• Responded to guest inquiries in person, by phone, and through digital channels in a high-volume hotel environment, ensuring timely issue resolution and positive guest experiences.
• Processed payments and managed reservations using multiple database systems while maintaining accurate financial and guest records.
• Communicated with prospective, current, and past guests to resolve billing concerns, room assignment issues, and special requests efficiently and professionally.
• Maintained confidentiality of guest information and ensured accuracy in data entry and record management to support smooth daily operations.
• Collaborated with housekeeping, maintenance, sales, and management teams to coordinate seamless guest experiences and operational efficiency.
• Selected for cross-training as a Rooms Controller, supporting room assignments, inventory management, VIP arrivals, tours, group bookings, and operational decision-making during high-demand periods.

Barista at Good Earth Coffeehouse, Eau Claire Market (2016-02 – 2017-10)

• Prepared a range of espresso-based beverages and brewed coffee while providing warm, attentive service in a fast-paced café environment.
• Took customer orders, processed payments, and balanced the cash register with accuracy and efficiency.
• Maintained a clean and organized front-of-house by following daily opening and closing routines, sanitizing equipment, and restocking supplies.
• Assisted with café operations by managing food displays, monitoring inventory, and supporting team members during peak service periods.

Bachelor of Social Work in Social Work – Mount Royal University (2021-01)