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Front Desk Agent Resume Example

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FRONT DESK AGENT
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
Front Desk Agent08/2018 to Current
Hampton Inn – Dry Ridge, KY
  • 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.
Retail Manager03/2016 to 10/2018
Williamstown Family Fun Park – Williamstown, KY
  • 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.
Store Manager06/2007 to 12/2012
Factory Brand Shoes – Dry Ridge, KY
  • 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.
Store Manager06/1999 to 07/2007
Payless ShoeSource – Covington, KY
  • 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
GED2018Pendleton County High School- Falmouth, KY
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Resume Overview

Companies Worked For:

  • Hampton Inn
  • Williamstown Family Fun Park
  • Factory Brand Shoes
  • Payless ShoeSource

School Attended

  • Pendleton County High School

Job Titles Held:

  • Front Desk Agent
  • Retail Manager
  • Store Manager

Degrees

  • GED 2018

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