Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
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
Automated telephone systems
File management
Room assignments
Registration processing
Check in and check out
Training and development
Decision-making abilities
Conflict resolution
Problem-solving skills
Cash handling
Guest services
Hospitality service expertise
Work History
08/2018 to CurrentFront Desk AgentWestmont Hospitality Group | Winston Salem, NC,
Explained details regarding property, including restaurants, pool area, and fitness center to acclimate patrons to hotel environment.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Promoted local entertainment and sporting events and offered details to assist patrons.
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.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Updated customer accounts with add-on room charges, including pet fees and damage fees.
Confirmed relevant guest information and payment methods to prevent fraud.
Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable.
Used Opera to process reservations, check-ins and check-outs.
Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Maintained financial accuracy by collecting deposits, fees and payments.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Entered customer data using Opera software and updated information whenever patrons changed rooms.
Provided services efficiently and with high level of accuracy.
Acquired in-depth knowledge of surrounding area to provide guests with information about dining options, entertainment and activities.
Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Executed positive demeanor to each and every visitor approaching front desk.
03/2016 to 10/2018Retail ManagerLevy Restaurants, Inc. | Homestead, FL,
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
Trained and developed new employees for ease of transition into team.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Completed daily paperwork and computer entry of sales data as established by management.
Exhibited excellent people skills during interaction with employees and customers.
06/2007 to 12/2012Store ManagerWalgreens | Parsippany, NJ,
Created work schedules according to sales volume and number of employees.
Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
Managed all aspects of store operations, including organization, maintenance and purchasing functions.
Generated repeat business by delivering exceptional customer service and positive engagement.
Managed, hired and developed top talent to strengthen workflow and productivity.
Protected store from loss or theft by setting and enforcing clear security policies.
06/1999 to 07/2007Store ManagerWalgreens | Pasadena, TX,
Created work schedules according to sales volume and number of employees.
Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Rotated merchandise and displays to feature new products and promotions.
Oversaw receiving and display of incoming products, meeting planned promotions and seasonal rotation for sales events.
Managed all aspects of store operations, including organization, maintenance and purchasing functions.
Generated repeat business by delivering exceptional customer service and positive engagement.
Managed, hired and developed top talent to strengthen workflow and productivity.
Education
Expected in 2018GED | Pendleton County High School, Falmouth, KYGPA:
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