Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Skills
Room assignments
Registration processing
Check in and check out
Housekeeping
Cash Handling
Clerical duties
Guest services
Social perceptiveness
Work History
Front Desk Agent, 10/2019 to Current Yotel – New York, NY,
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Provided services efficiently and with high level of accuracy.
Promptly answered multi-line phone system and greeted callers enthusiastically.
Maintained financial accuracy by collecting deposits, fees and payments.
Prepared weekly employee work schedules for 3 team members ensuring all shifts received adequate coverage.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Desk Agent, 03/2012 to 04/2013 Yotel – Boston, MA,
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Promptly answered multi-line phone system and greeted callers enthusiastically.
Maintained financial accuracy by collecting deposits, fees and payments.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Quickly answered calls and routed to proper guest or department using multiline phone system.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Asset Protection Associate, 02/2009 to 03/2012 Stop And Shop – Edgartown, MA,
Mitigated risk and oversaw internal and external shoplifter apprehension and detention.
Controlled reduction of loss inventory by protecting company assets.
Patrolled store departments to check for suspicious activities.
Wrote reports for internal and external crime, burglary or theft.
Represented Walmart in court proceedings and investigations.
Checked CCTV for evidence of shoplifting.
Kept patrons and employees safe and from criminal activity.
Contacted local authorities and apprehended shoplifters.
Front Desk Agent, 01/2008 to 01/2009 Yotel – Washington, DC,
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Promptly answered multi-line phone system and greeted callers enthusiastically.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Quickly answered calls and routed to proper guest or department using multiline phone system.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
Education
Ged: , Expected in Pierce College - Puyallup, WA GPA:
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