Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Dedicated Front Office Supervisor offering more than 8 years in the hospitality industry, as well as in-depth knowledge of Operations.
Highlights
Exceptional customer service
Cash handling expertise
Superb interpersonal skills
Conflict resolution
Upscale resort and spa background
Staff motivation and training
Data entry
Relationship-building
Experience
01/1 to 01/1Front Desk SupervisorIntercontinental Hotels Group | , ,
Fielded guest complaints, conducted thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Listened and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remained calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Completed the registration process by inputting and retrieving information with routine difficulty from a computer system, confirmed pertinent information including number of guests and room rate.
Promote Crowne Plaza marketing programs.
Made appropriate selection of rooms based on guest needs.
Coded electronic keys.
Non-verbally confirmed the room number and rate.
Provided welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Verified and imprinted credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler's checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Closed guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, researched and attempted to resolve problem within established guidelines; may include turning problem over to a Manager.
Trained and Developed new hires within the front desk on OPERA and PBX System.
Assisted in discipline, reviews, schedules and payroll.
Assisted with pre-blocClaire of group tours.
Acted as Manager on Duty twice per month.
10/2013 to 10/2014Guest Service AgentChumash Casino | Santa Ynez, CA,
Greeted customers immediately with a friendly and sincere welcome.
Used a positive and clear speaClaire voice, listened to understand requests, responded with appropriate action and provide accurate information such as outlet hours and local attractions.
Completed the registration process by inputting and retrieving information with routine difficulty from a computer system, confirmed pertinent information including number of guests and room rate.
Promote Crowne Plaza marketing programs.
Made appropriate selection of rooms based on guest needs.
Coded electronic keys.
Non-verbally confirmed the room number and rate.
Provided welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Verified and imprinted credit cards for authorization using electronic acceptance methods.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler's checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Closed guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, researched and attempted to resolve problem within established guidelines; may include turning problem over to a supervisor.
Serviced food and/or beverages to include the order-taClaire and delivery of any food and/or beverage items, handled in a helpful, timely and professional manner resulting in a very high level of guest satisfaction.
Ability to operate a keyboard and learn Point of Sale procedures to pre-check order and close out the check.
Education
Expected in 2010High School Diploma | Eastern High School, Voorhees, New JerseryGPA:
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