Front Desk resume example with 11+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Organized Front Desk Agent with strong interpersonal and computer skills. Background in customer service and support and accustomed to managing difficult client situations. Experienced Hotel Manager highly effective at launching full-service hotels on schedule and within budget. Natural leader committed to excellence in service. Hotel Operations Manager focused on driving company growth and revenue in fast-paced and competitive climates. Flexible problem solver with a positive attitude. Dynamic Hotel Desk Clerk highly successful at juggling multiple priorities while delivering superb service with a smile. Computer-savvy and organized with strong attention to detail Flexible front desk seeking a position with a top-tier boutique hotel. Fast learning, enthusiastic and eager to be part of a customer service-oriented team.
Skills
Service-oriented
Event planning and coordination
POS systems
Hospitality background
Front desk experience
Courteous
Computer knowledge
Guest satisfaction specialist
Team building
Skilled negotiator
Efficient
Diligent
Effective problem solver
Customer-focused
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Inventory control
Effective workflow management
Process improvement specialist
Excellent time management skills
Exceptional interpersonal communication
Work History
front desk, 03/2014 to Current Marriott International – Herndon, VA,
Greet guests and patrons as they arrive - Ask if guests have a prior booking - Manage the registration process - Ask for identification and ensure that the provided credentials are accurate - Handle guest check-ins and check-outs appropriately - Operate hotel switchboard, take calls and provide information and transfer calls - Manage accurate accounting of all rooms - Provide guests with room keys and call for bellboys - Take reservations over the telephone, through emails and in person - Answer queries regarding the hotel's services, charges, dining facilities, sports facilities and travel directions - Refer guests to appropriate departments to resolve complaints or provide suggestions - Compute bills and take payments - Provide guests with directions around the hotel - Contact housekeeping and maintenance departments when a problem is reported - Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them - Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift.
NIGHT AUDITOR, 04/2013 to 02/2014 Alaska Denali Travel – Kantishna, AK,
Posts room charges and taxes to guest accounts.
Processes guest charges voucher and credit card vouchers.
Posts guest charge purchase transactions not posted by the front office cashier.
Transfer charges and deposits to master accounts.
Verifies all account postings and balances.
Monitors the current status of coupon, discount, and other promotional programs.
Tracks room revenues, occupancy percentages, and other front office statistics.
Prepares a summary of cash, check, and credit card activities.
Summarizes results of operations for management.
Prepare of End of day procedure.
Run end of day process in property management software (PMS).
Understand principles of auditing, balancing, and closing out accounts.
Knows how to operate PMS, typewriters, and other front office equipments.
Understand and knows how to perform check-in and check-out procedures.
Night Auditor, 02/2012 to 02/2014 Alaska Denali Travel – Denali National Park & Preserve, AK,
Greet, register, and assign rooms to guests of hotels or motels.
Verify customers' credit, and establish how the customer will pay for the accommodation.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Issue room keys and escort instructions to bellhops.
Keep records of room availability and guests' accounts, manually or using computers.
Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Compute bills, collect payments, and make change for guests.
Record guest comments or complaints, referring customers to managers as necessary.
Review accounts and charges with guests during the check out process.
Transmit and receive messages, using telephones or telephone switchboards.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Deposit guests' valuables in hotel safes or safe-deposit boxes.
Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
PAKWOOD INN & SUITESANCH0RAGEAK.
CASHIER, 03/2009 to 09/2011 Lowell General Hospital – Boston, MA,
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Issue receipts, refunds, credits, or change due to customers.
Assist customers by providing information and resolving their complaints.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Greet customers entering establishments.
Answer customers' questions, and provide information on procedures or policies.
Sell tickets and other items to customers.
Process merchandise returns and exchanges.
Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
Request information or assistance using paging systems.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Calculate total payments received during a time period, and reconcile this with total sales.
Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.
Compute and record totals of transactions.
Compile and maintain non-monetary reports and records.
Offer customers carry-out service at the completion of transactions.
Education
High School Diploma: , Expected in 2013 ALFORD HIGH SCHOOLHOUSTONTX - Houston, TX GPA: GPA: 3.3 GPA: 3.3
Certifications
customer services certificate.
Skills
10 key by touch, accounting, Ask, auditing, Balance, bookkeeping, calculators, cashier, cash registers, closing, interpersonal communication, Computer
literate, credit, faxes, filling, front
office, front office, excel, money, Microsoft office, outlook, powerpoint, MS word, Monitors, next, office skills, copiers, policies, problem-solver, Processes, property management, Fast learner, sales, scanners, statistics, switchboard, taxes, Telecommunication, telephone, telephones, Phones, typewriters, 60 wpm
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