Guest Service Agent possessing comprehensive background in fine dining and hospitality desires a role at an upscale hotel. Courteous service professional with a strong dedication to exceeding expectations. Organized Front Desk Agent with strong interpersonal and computer
skills. Background in customer service and support and accustomed to
managing difficult client situations. Social Perceptiveness; being aware of others reactions and understanding why they react as they do. Conveyed information to others effectively; giving full attention to what other people are saying, taking times to understand the points being made, and asking questions as appropriate and not interrupting at inappropriate time. Ability to speak clearly, observing, receiving, and otherwise obtained information from all relevant sources;and anticipated guests needs.
Five-star hotel experience
Front desk experience
Resort experience Guest satisfaction specialist Diligent Efficient Quality assurance Team building
to 08/2007 Embassy of the Republic of Liberia – Washington,
Prepared invoices, reports, memos, letters, financial statements and reimbursement for traveling.
Answered phone calls and directed calls to appropriate sections.
Conducted research, compiled data, and prepared documents for consideration presented by Executives, Committees and from other Embassies.
Attended meetings to record minutes.
Greeted visitors and determined whether they should be given access to specific individuals.
Read and analyzed incoming memos, submissions, and reports to determine their significance and plan their distribution.
Filed and retrieved Important, sensitive documents, records, and reports.
Opened, sorted, and distributed incoming correspondence, including faxes and emails to various sections within the Embassy.
Made travel arrangements for the Ambassador.
Liaised with organizations, representing the public, government, and other external sources.
This information was exchanged in person, writing, or by telephone or emails.
Ordered and distributed office supplies while adhering to a fixed office budget.
Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.
Managed office supplies, vendors, organization and upkeep.
Directed guests and routed deliveries and courier services.
Answered and managed incoming and outgoing calls while recording accurate messages.
Opened and properly distributed incoming mail.
Greeted numerous visitors, including VIPs and Dignitaries.
Helped distribute employee notices and mail around the office.
Maintained a clean reception area, including lounge and associated areas.
Assisted with event planning, including associated travel and logistical arrangements.
Assessed urgency and priorities before accepting or declining appointments and meetings with the Ambassador.
Screened all visitors and directed them to the correct employee or office.
Obtained signatures for financial documents and internal and external invoices.
Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
Guest Service Agent, 09/2005
to 11/2012 Washington Hilton Towers – Washington,
Dealt with the public, receiving clients/guests.
Analyzed information and evaluated results to choose the best solution and solve problems.
Observed, received and otherwise obtaining information from all relevant sources (Franchises) Kept up to date technically and applying new knowledge to my job.
Developed constructive and cooperative working relationships with others, and maintaining them over time.
Greeted and welcomed all hotel guests with a smile.
Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
Updated team members about changes in hotel products, services, pricing and policies.
Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Verified that personal and payment information on guest accounts was accurate and complete.
Resolved service-related problems in a timely manner.
Collaborated with maintenance and housekeeping to [have extra amenities brought at the front desk
Reviewed account information and charges with guests during check-out.
Processed [50-30] telephone and walk-in reservations per [night].
Promoted the hotel brand's loyalty scheme through [Hilton Honors Points].
Processed [200-150] reservations per [night].
Improved customer service ratings through [Catch me at my best cards].
Order Processor, 02/2002
to 07/2005 Ricoh Business Systems – Rockville,
Responsible for accurate and timely administrative processing of all orders and related documents.
Ensured complete administrative adherence to all GSA contracts and RBS credit policies, and procedures.
Audited and reviewed all purchase orders for contract compliance and revenue accuracy.
Entered orders into Dispatch 1 and RBAS systems for shipment and ensured commodity availability in inventories.
Assisted and answered pricing inquiries from customers and created/maintained commodity files.
Invoiced customers based on purchase order requirements within a 24-hour period.
Researched and resolved commission claim inquiries from dealers and/or branches.
Prepared credit memos and obtain POD's as required.
Edited the preliminary Dealer/Branch Commission Report for completeness and accuracy.
Corrected entries as needed kept current and proficient with all changes and/or updates to Dispatch 1 and RBAS
Processed Federal and Commercial Orders.
Communicated with dispatchers, warehouses and customers regarding outgoing orders.
Prioritized order security, accuracy and on-time pickup and delivery.
Prepared documents for shipment claims submissions.
Updated the database with changes in carrier status.
Gathered, logged and monitored all shipping data.
Took corrective action in the case of accidents and delays to minimize extra expenses.
Office Manager MD/UK, 11/1995
to 12/2004 Atlantic Enterprise Inc – London,
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Updated customer orders from start to finish in an accurate and timely manner.
Effective liaison between customers and internal departments.
Maintained accurate records of past due customer account activity.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.
Associate of Arts: International Relations (1yr),
University of Phoenix - Rockville,
Continuing education in [International Relations]
Coursework in Business, Management and Communications
Excellent Cusatomer Service Workshops,
2012 Hilton WorldWide - On Line
Coursework in Hotel Administration
Coursework in Sales and Marketing Management
Coursework in Business Administration and Management
Coursework in Hotel Administration
Completed Advanced Customer Service training
Coursework in Healthcare Administration
Coursework in Medical Front Office Assisting
Managed inventory and office budgeting for supplies for busy office of  employees.
Successfully resolved  customer issues per [day].
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
Handled guest complaints, maintaining a positive dining experience for all rest.
Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Compiled inventory lists and worked with vendors for product pricing and special orders.
Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
International Association of Business Communicators
Meeting Professionals International
Hilton World Wide Excellence Service Work Shops (online)