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. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations. Energetic hospitality professional with can-do attitude and strong desire to work with public. Over 10 years experience as Front Desk Agent in high-traffic environment. Dynamic and flexible employee with unparalleled multitasking and team leadership capabilities. 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.
Skills
Room assignments
Registration processing
Automated telephone systems
Lobby auditing
Corporate branding
Administrative support
Guest services
Training and mentoring
Office management
Clerical duties
Bookkeeping
File management
Cash Handling
Conflict and issue documentation
Hospitality service expertise
Problem-solving skills
Social perceptiveness
Registration
Work History
01/2019 to 02/2021
Front Desk Guest Service AgentXanterra Parks & Resorts – Tusayan, AZ,
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Supervised [Number] administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Answered customer telephone calls promptly and appropriately.
Protected guest valuables with main safe or in individual boxes to maximize security.
Quickly answered calls and routed to proper guest or department using multiline phone system.
Promptly answered multi-line phone system and greeted callers enthusiastically.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
Used [Software] to process reservations, check-ins and check-outs.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Took reservations over phone, in person and via computer for guests and provided confirmation information.
09/2016 to 02/2018
Front Desk SupervisorMckibbon Hospitality – Rogers, AR,
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
Identified individual employee's unique work styles and adapted management methods.
Introduced team contests and goals to enhance productivity and improve employee morale.
Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Measured team performance and reported metrics to leadership team members.
Conducted scheduled and impromptu evaluations to assess work performance.
Provided supportive link between external customers and internal operations.
Enhanced training programs to strengthen employee knowledge and promote new managers from within.
Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Audited and documented all processes and procedures for new accounts department.
Delegated tasks to others on grooming team.
Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
Monitored daily and weekly key performance indicators to maintain on-track status.
Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Trained and mentored all new personnel to maximize quality of service and performance.
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Increased productivity by reducing downtime, budgeting effectively, allocating tasks and maintaining high standards of safety and work quality.
Kept track of equipment, inventories and system upgrades in order to prepare and present detailed reports to upper management.
Evaluated team member strengths and assigned tasks based upon expertise and background.
Oversaw entire building turnover process, enhancing communication between all construction management to facilitate smooth completion.
02/2010 to 04/2014
Motel ManagerQuality Inn – City, STATE,
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Directed staff of and personnel and managed budget totaling $ annually.
Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
Applied customer feedback to develop process improvements and support long-term business needs.
Onboarded new employees, including training, mentoring and new hire documentation.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Conducted monthly inventories of raw materials and components on work floor.
Cross-trained existing employees to maximize team agility and performance.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Delivered feedback to decision-makers regarding employee performance and training needs.
Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
Developed and initiated projects, including managing costs, schedule and performance.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Maintained transaction security by verifying payment cards against identification.
Education
Expected in 05/2004
High School Diploma: Holbrook High School - , GPA:
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.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
