Front Desk Agent Resume Example
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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
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Work History
Front Desk Agent05/2011 to 01/2012
Yotel – Miami , FL
Yotel – Miami , FL
- 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
Jc Resorts Llc – San Diego , CA
Jc Resorts Llc – San Diego , CA
- 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
Us Foods, Inc. – Pittston , PA
Us Foods, Inc. – Pittston , PA
- 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
The Edge Fitness Clubs – Newark , DE
The Edge Fitness Clubs – Newark , DE
- 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-
City,
State
- 3 remaining courses until degree is complete.
High School Diploma05/2006Cleveland High School-
City,
State
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Resume Overview
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
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