Polite and positive Customer service representative with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.
Influential individual in customer service industry with strong desire to help guests create memorable experiences. Multilingual and compassionate Guest Services professional with experience handling tense situations with poise.
Warm and friendly individual with ability to help customers in any situation. Enjoys working closely with team members to provide positive guest experience. Experience as front desk agent in busy and successful resort setting.
Pleasant hospitality professional known for delivering top-notch services to guests. Offers impeccable skills in client relationships and Customer service.
Ambitious with over ten years of experience and passion for local Customer service industry. Personable, experienced with conflict resolution and sensitive to others' needs.
- Office management
- Guest services
- Clerical duties
- Word processing
- Administrative support
- Cash Handling
- Hospitality service expertise
- Problem-solving skills
- Training and mentoring
- Bookkeeping
- Team Building
- Automated Telephone Systems
- Decision-Making Abilities
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Received high score ratings from guest surveys due to professionalism, exceptional service, and quick response times.
- Received a job promotion as well as employee of the month awards only 6 months of hire date due to outstanding performance.
Collegeville, PA, 01/2019 - 12/2021
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
Aberdeen, MS, 12/2017 - 12/2019
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Storm Lake, IA, 02/2012 - 05/2016
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
- Increased sales revenues by over 70% over 6 month time frame by promoting complementary products and educating customers about store promotions.
City, STATE, 02/2014 - 01/2016
- Adapted service based on customer requests and kitchen readiness.
- Applied wine and spirit expertise toward recommending appropriate parings for chosen meals and personal tastes.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Guided arriving guests to tables, took drink orders and relayed information to bartenders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
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Resume Overview
School Attended
- Palm Desert High School
Job Titles Held:
- Front Desk Agent/Night Manager
- Customer Service Representative
- Assistant Manager
- Banquet Server
Degrees
- Diploma
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