Professional and well-grounded office team member with superior clerical skills and customer service expertise. Successful at satisfying customer needs while meeting and exceeding business objectives. Well-versed in use of opera and colleague advantage with strong knowledge of computer fundamentals. Eager to learn new skills, challenges to help company succeed and advance knowledge with hands-on experience remaining proactive.
Skills
Customer service-focused
Communications
Effective customer up-selling
Bank deposits
Payment processing
Credit card and cash transactions
Grammar skills
Cleaning methods
Education and Training
South Shore High School of LeadershipChicago, IL, Expected in 07/2004 – –High School Diploma: - GPA:
3.0 GPA
Dean's List Honoree 2nd semester 2002
Experience
Hyatt Hotels Corp. - Front Office Agent Tysons Corner, VA, 03/2017 - Current
Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
Educated guests regarding important property information and directions to all areas of hotel, including meeting rooms, fitness center, gift shop and restaurants and city attractions.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Initiated cleaning and upkeep of rooms, informing housekeeping when rooms had been vacated.
Managed customer complaints and rectified issues to complete satisfaction.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Promoted loyalty by signing customers up for World of Hyatt rewards program and encouraged repeat stays through exceptional service.
Secured guest valuables in main safe or individual boxes.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Posted room charges such as food, liquor and telephone calls based on individual customer actions.
Arranged special accommodations for guests to maintain optimal satisfaction
Asked questions about back office to learn techniques and maintain efficiency without supervision.
As senior Host assisted trainees by shadowing and responding to questions
Interacted pleasantly with clients and patrons when performing daily duties.
Performed effective cleaning system saving cleaning time per room totaling 10-16 per day from 30 to 45 minutes while maintaining hotel quality standards.
Monitored safe usage of chemical cleaners to prevent inhalation, spillage and chemical burns.
Provided deep cleaning services for areas in need of additional sanitation.
Dusted and cleaned woodwork, walls, ceilings, upholstered furniture, draperies and carpets.
Washed and polished glass windows and doors to keep entryways clear and professional.
Moved beds, sofas and furniture to wipe down baseboards and alleviate dust and dirt from hard-to-reach areas also to convert into meeting rooms.
Furnished guests with clean linens and supplied rooms with toiletries as needed or requested.
Removed all trash from rooms and replaced liners to wastebaskets.
Changed linens in and pull-out couches.
Removed soiled linens and articles from rooms and disposed in laundry shoot.
Inspected each room for cleanliness, utilizing checklist to meet company standards.
Cleaned, sanitized and restocked bathrooms everyday to keep facilities fresh.
Responded to guest requests for linens, toiletries and other items quickly, which increased patron satisfaction rates on company scorecards.
Assisted other hotel attendants with cleaning and room setup tasks during peak periods.
Reported guest issues, safety and maintenance concerns immediately to Engineering.
Coached new housekeepers by demonstrating approved cleaning procedures
Awarded Exceptional Service for Department in 2016
Walgreens - Clerk Cashier City, STATE, 05/2009 - 06/2012
Welcomed customers, offering assistance to help find necessary store items, working closely with front-end staff to assist.
Accurately handled payments daily in cash and credit cards payments for all products.
Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
Notified security of suspected theft, including descriptions of individuals and items stolen to help control store losses.
Increased sales suggesting specific add-on purchases to customers.
Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
Answered phone calls to assist customers with questions.
Trained new team members in cash register operation, stock procedures and customer service.
Learned roles of other departments such as stock room truck deliveries scanning products to provide coverage and keep store operational.
Properly verified customer identification for alcohol or tobacco purchases.
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