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Lead Receptionist/Guest Service Representative Resume Example

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BriannaAtwater
Summary

Reliable and enthusiastic Receptionist with 5 years of experience in hospitality services. Skilled in customer engagement, problem resolution and various software operation. Polished and tolerant when handling high-stress situations using appropriate responses. Good multitasking, planning and communication skills.

Skills
  • Effective planning
  • Cash transactions
  • Microsoft Office
  • Hospitality services
  • Team management
  • POS
  • Organization
  • Supervision
  • Leadership Training
  • Customer Service
  • Communications
  • Networking
  • Scheduling
  • Sales
  • First Aid/CPR
  • Inventory
  • MARSHA
  • FOSSE
Experience
Company Name | City, StateLead Receptionist/Guest Service Representative04/2016 - 03/2020
  • Checked clients in and out while handling large crowds in a professional and high pace setting maintaining a professional tone at all times.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa services and saunas.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Worked with POS system as well as Booker booking system.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations as well as any additional information regarding a service.
  • Secured guest valuables in main safe when not permitted on the premises.
  • Issued locker keys to guests upon check-in and answered questions regarding proper use.
  • Enforced all spa policies and regulations.
  • Attended networking events to promote and advertise the spa and services.
  • Issued admission tickets, gift cards, and membership programs.
  • Responsible for training new employees.
  • Handled guest complaints and concerns and assisted managers in resolving any concerns.
  • Addressed return customers by name to develop customer-company relationships.
  • Occasionally assisted in other departments when needed including the beauty spa, women's locker room and cafe/bistro.
Company Name | City, StateCall Center Representative10/2018 - 03/2019
  • Receiving and answering calls from 6 Hand and Stone locations.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Documented conversations with customers to track requests, problems and solutions.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Remained on script to ensure all key points were confirmed before going on to assist client.
  • Resolved any complaints or concerns brought to the companies attention.
  • Informed clients on the services we offered to assist in personalizing their experience.
  • Responsible for processing monthly membership payments as well as cancelling or freezing the membership when necessary.
  • Filed important paperwork received from the spa locations.
Company Name | City, StateSpa Receptionist08/2018 - 10/2018
  • Checked clients in and out of their services in a timely manner while handling large crowds.
  • Enforced all spa policies along with our membership policies.
  • Suggested membership programs for every client along with necessary information regarding the membership.
  • Informed clients with services provided along with their health benefits.
  • Upgraded clients services for a more personal experience.
  • Handled guest complaints and concerns, then going on to accommodate them in the best way possible.
  • Promoted and sold skin care products and informed clients of their health benefits.
  • Filed and logged important documents and paperwork.
  • Handled large cash and card transactions and prepared cash deposits.
  • Organized online bookings and processed online payments using a POS system.
  • Advised customers of seasonal promotions to create rapport and improve sales.
  • Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
  • Addressed return customers by name to develop customer-company relationships.
  • Greeted guests and members upon arrival to create positive first impressions.
  • Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily.
  • Attended numerous networking events to promote and advertise the spa along with our offered services.
  • Authorized to process voids, refunds and allow complimentary enhancements when needed.
  • Assisted in other Hand and Stone locations under the same ownership when necessary.
Company Name | City, StateNight Auditor/Front Desk Agent11/2020 - Current
  • Greet incoming guests warmly, issue room keys and share information on policies and amenities.
  • Supervise daily operations of hotel front desk/make necessary decisions to accommodate guest in absence of manager
  • Arrange special accommodations for guests to maintain optimal satisfaction.
  • Coordinate with internal departments to handle wide range of guest needs.
  • Receive incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Draft and maintain incident reports, daily activity logs and other documents requested by management.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Adhere to Marriott's policies/regulations.
  • Cover departments/shifts. (Bistro/housekeeping/laundry)
  • Inventory/Stocking.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Assist in training new team members.
Education and Training
Independence High School | CityHigh School Diploma06/2018
Certifications

CPR certified

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Resume Overview

School Attended

  • Independence High School

Job Titles Held:

  • Lead Receptionist/Guest Service Representative
  • Call Center Representative
  • Spa Receptionist
  • Night Auditor/Front Desk Agent

Degrees

  • High School Diploma

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