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Front Desk Representative Resume Example

Resume Score: 80%

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FRONT DESK REPRESENTATIVE
Summary

Results-driven emplyee with solid administrative, customer service and financial management skills. High-energy team player dedicated to maximizing customer loyalty with exceptional support. Well-organized in planning, problem-solving and multitasking in fast-paced hospitality settings.

Experience
01/2020 - CurrentBest Western Plus - Front Desk RepresentativeNewark , NJ
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Monitored reservations to track incoming parties and special events.
  • Secured guest valuables in main safe or individual boxes.
  • Confirmed transactional data by verifying name and paymentinformation and clearly communicating costs and fees to patrons.
  • Posted room charges such as food, liquor and telephone calls based on individual customer actions.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Facilitated front desk operations for busy high-volume hotel.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Managed customer complaints and rectified issues to complete satisfaction.
02/2019 - 01/2020Holiday Inn - Hotel Night AuditorCarteret, NJ
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
  • Arranged special accommodations for guests to maintain optimal satisfaction.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Delivered key administrative support to coworkers, taking on additional tasks during peak times.
  • Posted room charges such as food, liquor and telephone calls based on individual customer actions.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Secured guest valuables in main safe or individual boxes.
  • Monitored reservations to track incoming parties and special events.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Facilitated front desk operations for busy high-volume hotel.
  • Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
  • Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
  • Created and optimized employee schedules to secure proper coverage for all shifts.
  • Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
09/2015 - 07/2018Crossroads Cafe - Restaurant ManagerNewark , NJ
  • Applied classic culinary training, awareness of market and menu trends, cost control process and team building to meet and exceed brand-based performance standards.
  • Regularly updated computer systems with new pricing and daily food specials.
  • Scheduled and directed staff in daily work assignments to maximize productivity.
  • Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
  • Assigned tasks and oversaw employees to ensure compliance with food safety procedures and quality control guidelines.
  • Developed and maintained exceptional customer service standards.
  • Created new safety procedures manual that met local regulations and was disseminated to all bartenders and wait staff.
  • Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation.
  • Managed accounts payable, accounts receivable and payroll.
  • Collaborated with Executive Chef to analyze and approve all food and beverage selections.
  • Performed checkouts of servers and bartenders to ensure that all tickets were accounted for.
  • Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.
  • Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques and guest interactions.
  • Efficiently resolved problems or concerns to satisfaction of all involved parties.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Mentored front of house personnel on company policies customer service techniques and professional communication.
  • Counseled and disciplined staff, addressing issues promptly and providing constructive feedback.
  • Initiated negotiations regarding vendor contracts and kept updated records of contracts.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
  • Developed and maintained staff that provided hospitable, professional service while adhering to policies and business initiatives.
  • Prepared weekly payroll to keep up with projected weekly revenue.
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Performed restaurant walk-throughs to gauge timeliness and excellent service quality.
  • Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction.
  • Assessed operational performance to measure compliance with regulatory, industry and brand standards.
  • Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
  • Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.
  • Optimized profits by controlling food, beverage and labor costs daily.
  • Maintained cleanliness and sanitation across all food service, storage, and preparation stations.
  • Estimated potential worker issues to produce detailed resource documentation.
  • Championed 100% guest satisfaction by providing excellent dining experience.
  • Built revenue by delivering innovative catering services, leading region in catering sales.
  • Minimized loss and misuse of equipment through proper restaurant supervision and staff training.
Skills
  • Correspondence management
  • Supply stocking
  • Multi-line phone systems
  • Greeting guests
  • Microsoft Office
  • Conflict management
  • Hospitality services
  • Listening skills
  • Credit and cash payments
  • Oral and written communications
  • Time management
Education and Training
06/2014Science Park High SchoolNewark, NJHigh School Diploma
06/2017Essex County CollegeNewark, NJAssociate of Arts: Social Services
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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 byus, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Best Western Plus
  • Holiday Inn
  • Crossroads Cafe

School Attended

  • Science Park High School
  • Essex County College

Job Titles Held:

  • Front Desk Representative
  • Hotel Night Auditor
  • Restaurant Manager

Degrees

  • High School Diploma
    Associate of Arts : Social Services

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