Front Desk Agent Resume Example Vision Hospitality Group / Comfort Inn & Suites

FRONT DESK AGENT

Professional Summary

Proactive manager with solid history of success in managing operations, building teams and equipping employees with skills to independently handle business needs. Offering almost 9 years of progressive experience combined with sound judgement and good problem-solving abilities. Strong record of consistently surpassing goals. Dependable and driven with independent approach to handling high-volume customer loads. Well-versed in assisting clients and staff members with individual needs. Excellent relationship-builder and multitasker always ready to support team needs. High-energy professional offering proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success.

Skills

Team leadership expertise
Business operations knowledge
Training and development background
Strategic planning skill
Excellent Communication skills
Problem-solving abilities
Strong Organizational
Computer literate
Strong Time-management
Conflict resolution
Self-motivated
Ability to work under pressure
Adaptability

Creativity
Active listener
Team Player
Data Entry
Billing
Scheduling
Budget development
Coaching and mentoring
Employee reviews
Inventory management
Staff training/development
Detail Oriented
Dedicated

Work History

Front Desk Agent05/2011 to 01/2012
Vision Hospitality Group / Comfort Inn & Suites – Cleveland, TN

Promoted local entertainment and sporting events and offered details to assist patrons.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Kept accounts in balance and ran daily reports to verify totals.
Have professional telephone and communication skills.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
Arranged accommodations and travel plans for visitors and presented updated itineraries.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Maintained financial accuracy by collecting deposits, fees and payments.
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Sell and up-sell rooms to walk-ins and phone reservations.
Have general knowledge of housekeeping, bed making, vacuuming, and general upkeep of hotel.
Communicate with housekeeping department in order to ensure and ample supply of clean rooms.
Keep cash drawer secure and in balance throughout shift.

Front Office Manager01/2012 to 04/2014
Vision Hospitality Group / Comfort Inn & Suites – Cleveland, TN

Assessed personnel performance and implemented incentives and team-building events to boost morale.
Established and updated work schedules to account for changing staff levels and expected workloads.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Monitored front areas so that any questions could be responded to quickly and effectively.
Resolved issues through active listening and open-ended questioning, escalating major problems to the General Manager.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Schedule staff as required, while maintaining efficiency, service and budget.
Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
Ensured front desk operations are carried out within he systems and procedures required.
Checking the credit of guest accounts daily and follow up if action is required.
Assist with the monthly inventory and ordering supplies
Supervise reservations and check-ins to ensure the highest occupancy and rate.
Conduct monthly desk meetings to keep all front desk staff up to date on all the new policies, promotions, and procedures.

Sales Coordinator04/2014 to 04/2015
Vision Hospitality Group / Hampton Inn – Cleveland, TN

Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency.
Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Prepared pricing strategies for current customers to enhance sales and increase profitability.
Produced contracts, reports, letters, and proposals for clients and management.
Negotiated room and event space prices to save company costs.
Handled events department, supporting and coordinating the booking of hotel facilities as well as guest rooms for groups.
Answering questions about the hotel's event options over the phone, via email or in person.
Giving potential customers tours of the facilities.
Assist clients in booking hotel meeting/event spaces, supporting the efforts of the team within the department as well as providing services directly to the client.
Setting up and breaking down room set ups
Handling contracts and payments
Worked with various hotel departments as well as outside vendors, to ensure that events and meetings run smoothly

Assistant General Manager04/2015 to Current
Vision Hospitality Group / Hampton Inn – Cleveland, TN

Mentored and motivated team members to efficiently achieve challenging business goals.
Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
Engaged team members and improved performance by delivering daily updates and conducting monthly-quarterly meetings to obtain feedback and convey new policies.
Managed front desk and breakfast team schedule for coverage needs and individual strengths.
Managed budget implementations, employee reviews, training, schedules and contract negotiations.
Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
Ensure brand and quality standards are met from all departments.
Developed entire hotel budget for all departments' expenses/income.
Complete knowledge of all hotel systems including PBX phone systems, key system, PMS reservation systems, and brand specific training.
Inspect rooms and insure cleanliness and maintenance goals are met.
Supervise, train, evaluate, and motivate staff to maximize performance.
Handles Accounts Receivables and Accounts Payable.
Process Payroll for staff members.
Resolved problems promptly and effectively to elevate customer approval.
Oversaw computer database and physical filing systems.

Education

Associate of Science: Business AdministrationCleveland State Community College- Cleveland, TN

3 remaining courses until degree is complete.

High School Diploma05/2006Cleveland High School- Cleveland, TN

Resume Overview

Companies Worked For:

Vision Hospitality Group / Comfort Inn & Suites
Vision Hospitality Group / Hampton Inn

School Attended

Cleveland State Community College
Cleveland High School

Job Titles Held:

Front Desk Agent
Front Office Manager
Sales Coordinator
Assistant General Manager

Degrees

Associate of Science : Business Administration
High School Diploma 05/2006

Front Desk Agent Resume Example

Resume Score: 80%

Resume Overview

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