Luz Grajales Juarez

Hospitality professional with proven expertise in multi-line PBX systems, front desk operations, and guest satisfaction. Delivers seamless communication across departments while resolving escalations with professionalism. Thrives in high-volume, fast-paced environments.

PBX Operator - Vino Bello Resort - Napa, CA

(2025-11)

• Operate a high-volume multi-line PBX system, routing calls to appropriate departments with speed and accuracy
• Coordinate with housekeeping and maintenance teams to resolve guest needs and ensure timely room availability
• De-escalate guest complaints professionally, maintaining satisfaction and upholding resort reputation

Front Desk Agent - Meritage Resort and Spa - Napa, CA

(2024-03 - 2025-11)

• Managed high-volume guest inquiries via phone, email, and in-person, ensuring prompt and accurate resolution
• Resolved reservation discrepancies, cancellations, and booking adjustments by collaborating with internal teams
• Delivered consistent, high-quality service in a fast-paced environment while handling multiple simultaneous priorities

Cashier/Supervisor - Grocery Outlet - Napa, CA

(2022-03 - 2023-11)

• Supervised cashier team, trained staff on POS systems and closing procedures, and resolved customer complaints to maintain smooth daily operations

High School Diploma - Napa High School (2022-06 - 2022-06)