lead receptionist guest service representative resume example with 4+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
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
MICROS
Experience
04/2016 to 03/2020Lead Receptionist/Guest Service RepresentativeHumana Inc. | Fort Worth, TX,
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.
10/2018 to 03/2019Call Center RepresentativeOmni Hotels | Providence, RI,
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.
08/2018 to 10/2018Spa ReceptionistHand And Stone Franchise Corp. | City, STATE,
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.
11/2020 to PresentFront Desk Receptionist/Night AuditorCourtyard/Residence Inn By Marriott | City, STATE,
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 guests in absence of a 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 required by management.
Post charges, update accounts, and issue bills to departing guests.
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