Motivated employee with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Skills
Call routing
Microsoft Office
Listening skills
Email and telephone decorum
Oral and writing communication
Cash transactions
Appointment confirmation
Team collaboration
Call center operations
Data gathering
Analytical abilities
System documentation
Quality control
Resolving issues
Call documentation skills
Call control skills
Money security
Cash counting machine operations
Foreign currency exchanges
Coin counting
Cash balancing
Computer skills
Conflict resolution
Clerical
Customer service
Education and Training
Iowa High SchoolIowa, LA, Expected in 05/2017 – –High School Diploma: - GPA:
Experience
Four Seasons Hotels Inc - Front Desk Agent Scottsdale, AZ, 08/2021 - Current
Handled payment processing and provided customers with receipts and proper bills and change.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Responded to inquiries and room requests made online, by phone or email.
Arranged special accommodations for guests to maintain optimal satisfaction.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Facilitated front desk operations for busy high-volume hotel.
Coordinated with internal departments to handle wide range of guest needs.
Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Balanced accounts and conducted nightly audits to keep bookkeeping current.
Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
Input customer data into reservation software and made immediate updates to reflect room changes.
Hebrew Senior Life - Alorica Brighton, MA, 12/2020 - 05/2021
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented conversations with customers to track requests, problems and solutions.
Maintained strong call control and quickly worked through scripts to address problems.
Reviewed customer account information to determine current issues and potential solutions.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Handled escalated customer service concerns to preserve revenue streams from key customers.
Improved call management database by frequently changing and updating customer contact information.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Managed high-volume of inbound and outbound customer calls.
Reviewed files, records and other obtained documents to respond to customer requests.
Cache Creek Casino Resort - Front Desk Receptionist Brooks, CA, 10/2020 - 12/2020
Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Offered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction.
Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
Responded to inquiries and room requests made online, by phone or email.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
Set guest and group reservations and processed check-ins and check-outs.
Golden Nugget Hotels & Casinos - Cage Cashier City, STATE, 08/2019 - 09/2020
Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
Redeemed coins and tokens for cash at customer request.
Cashed out employee tips and worked with slot technicians to pay out jackpots.
Completed all gaming forms and reports and assisted customers with credit-related problems.
Counted and verified cash amounts at shift start and balanced funds prior to shift end or close.
Reconciled daily summaries of transactions to balance books.
Reported company funds to record department revenues.
Maintained confidentiality of customers' transactions.
Verified accuracy of transaction reconciliations and exchange summary report.
Improved operations by working with team members and customers to find workable solutions.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Recognized by management for providing exceptional customer service.
Completed gaming forms and reports and assisted customers with credit-related problems.
Prepared paperwork, balance sheets and documents in accordance with standards and procedures and within guidelines of internal controls.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
