Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

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.

Skills
  • Problem-solving skills
  • Word processing
  • Relationship development
  • Problem resolution
  • Supervision
  • MS Office
  • File management
  • Time management
  • Cash Handling
  • Process improvement
  • Team management
  • Project organization
  • Bilingual
Education
Valley High School Santa Ana, CA Expected in High School Diploma : - GPA :
Work History
Landry's - Hotel Front Desk Agent
Chesapeake, VA, 04/2019 - Current
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up appointments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Entered customer data using OnQ software and updated information whenever patrons changed rooms.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Greeted daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Maintained transaction security by verifying payment cards against identification.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
The Del Monte Lodge - Hotel Front Desk Supervisor
Webster, NY, 04/2017 - 04/2019
  • Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
  • Trained service staff on latest policies and procedures.
  • Resolved customer complaints or problems to decrease escalation issues to corporate.
  • Inspected equipment to maintain proper functioning during peak activity.
  • Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Monitored social media and online sources for industry trends.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Increased customer satisfaction by resolving service issues.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
La Quinta Inn & Suites Anaheim - Front Desk Supervisor/Night Auditor
City, STATE, 02/2012 - 04/2017
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Oversaw fast-paced front desk operations at busy facility with as many as 80 nightly guests.
  • Collaborated with Housekeeping and Maintenace team members to handle guest requirements from check-in through check-out.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Planned coverage needs and organized services to support incoming special events.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Ran daily, weekly and monthly reports to close day and meet objectives.
  • Documented accounts and logs throughout shift to keep up with all requirements.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Balanced hotel accounts and resolved discrepancies.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Logged wake-up call requests and set up automatic rings in system.
  • Trained and mentored staff on procedures, service standards and productivity strategies.
  • Performed nightly updates to room charges and rates.
  • Reviewed checklist on daily basis and planned shift accordingly.
La Quinta Inn Costa Mesa - Houseman/Front Desk/Night Auditor
City, STATE, 06/2010 - 02/2012
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Performed nightly updates to room charges and rates.
  • Documented accounts and logs throughout shift to keep up with all requirements.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Planned coverage needs and organized services to support incoming special events.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Checked requests and room service for accuracy and any needed assistance.
  • Balanced hotel accounts and resolved discrepancies.
  • Ran daily, weekly and monthly reports to close day and meet objectives.
  • Logged wake-up call requests and set up automatic rings in system.
  • Reviewed checklist on daily basis and planned shift accordingly.
  • Monitored facility security for guest and personnel safety.
  • Trained and mentored staff on procedures, service standards and productivity strategies.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

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Resume Overview

School Attended

  • Valley High School

Job Titles Held:

  • Hotel Front Desk Agent
  • Hotel Front Desk Supervisor
  • Front Desk Supervisor/Night Auditor
  • Houseman/Front Desk/Night Auditor

Degrees

  • High School Diploma

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