Well-trained clerical and customer service professional with solid background in office settings. Professional demeanor and telephone etiquette with exceptional people skills and well-organized nature. Successful at operating in fast-paced environments to handle any administrative need.
Skills
Guest check-in and check-out
Room assignments
Corporate branding
Interviewing and hiring
Hospitality services
Issue resolution
Effective planning
Account changes
Administrative skills
Reservations
Guest safety
Education and Training
Mount Pleasant Hightschool Mount Pleasant Texas , Expected in 06/2010 – –High School Diploma: - GPA:
Experience
Four Seasons Hotels Inc - Assistant Front Desk Manager Boston, MA, 04/2015 - 02/2020
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Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Arranged special accommodations for guests to maintain optimal satisfaction.
Monitored reservations to track incoming parties and special events.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
Balanced accounts and conducted nightly audits to keep bookkeeping current.
Secured guest valuables in main safe or individual boxes.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Managed customer complaints and rectified issues to complete satisfaction.
Created and optimized employee schedules to secure proper coverage for all shifts.
Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours.
Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.
Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Worked with room service, housekeeping, maintenance and security to meet all guest needs.
Replied to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
Trained front office personnel in fire, life, and other emergency procedures.
Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
Oversaw cash and credit card payment transactions at the front desk.
Performed balancing of hotel accounts at the end of the day.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Completed financial audits on a scheduled basis.
Sp Plus Corporation - Attendant Cambridge, MA, 08/2015 - 08/2016
Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
Employed deep-cleaning techniques for areas in need of additional sanitation.
Sorted, washed, dried, and ironed guest laundry.
Washed and polished glass windows and doors to keep entryways clear and professional.
Removed all trash from rooms and replaced liners to wastebaskets.
Maintained cleanliness, neatness and organization of all areas.
Vacuumed, dusted and polished furniture in the common areas including hallways.
Schlotzsky's Deli - Assistant Manager Cedar Hill, TX, 06/2007 - 10/2013
Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
Assigned tasks and oversaw employees to ensure compliance with food safety procedures and quality control guidelines.
Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
Maintained cleanliness and sanitation across all food service, storage, and preparation stations.
Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
Packaged menu items into bags or trays and placed drink orders into carriers for easy transport.
Entered requested menu items into POS terminal, modifying with substitutions and add-ons to customize orders.
Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles with caution and according to manufacturer directions.
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