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Skills

  • Experience with POS systems and refunds
  • Front Desk Operations Management
  • Project organization
  • Initiative and self-motivation
  • Adaptability to changing priorities
  • Conflict resolution and de-escalation
  • Building positive guest relations
  • Hands-on experience with program
  • First Aid/CPR
  • Standard equipment

Work Experiences

  • Communicated emergency procedures during initiative.
  • Conducted guest check-ins.
  • Boosted office efficiency by 59%.
  • Awarded 'PMP' by completing specialized training in conflict resolution to improve guest interactions.
  • Coordinated conference rooms for external guests.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Ensured transaction security by comparing payment cards to identification.
  • Coordinated visitor check-ins, maintained security protocols, and logged all incoming visitors into Jira to ensure accurate records.
  • Addressed over 3 emails per day.
  • Addressed and resolved guest complaints related to team leadership within framework, resulting in a 52% increase in positive reviews.

Summaries

  • Friendly and efficient Front Desk Agent with good phone, computer, and office equipment skills.
  • Helping guests with reservations, valuables, and luggage is a strong suit.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Achieved a 36% increase in customer satisfaction.
  • Addressed guest concerns swiftly.
  • Accomplished Front Desk Receptionist with strong skills in guest relations and daily report preparation, contributing to a 58% increase in operational efficiency.
  • Adaptable Desk Receptionist skilled in balancing multiple responsibilities, including managing phone lines, appointments, and handling visitor inquiries with ease.
  • Capable Desk Receptionist.
  • Possessing a complete dedication to guest satisfaction.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.

Accomplishments

  • Assisted in coordinating framework attended by over 9 guests, ensuring proper registration and troubleshooting issues in real-time.
  • Consistently met guest expectations, earning a 24% satisfaction rating based on guest complaints and feedback resolution.
  • Created and managed an electronic log of all visitor entries and exits, reducing manual tracking errors and security reporting times by 77% hours.
  • Collaborated with team of 18 in the development of initiative.
  • Provided concierge services to hotel guests, addressing and resolving concerns swiftly, resulting in a 32% increase in positive guest reviews.
  • Assisted with resolving technical issues in collaboration with the IT department during online booking outages, reducing guest impact by minimizing downtime to 5 hours.
  • Maintained a positive and professional atmosphere at all times by efficiently handling over 3 daily guest touchpoints and resolving issues promptly.
  • Executed refunds for dissatisfied customers using standard, increasing return customer rate by 35%.
  • Created and distributed corporate event reminders to over 8 clients using Jira, improving overall attendance by 31%.
  • Effectively multitasked in managing lobby and telephone inquiries, handling an average of 6 calls and walk-ins daily.

Affiliations

  • Completed ongoing professional development with the International Association of Administrative Professionals (IAAP)
  • American Medical Informatics Association
  • Completed training in reservation system management from Power BI Certification Institute
  • Certified proficiency in IT customer support systems relevant to front desk roles through Jira certification
  • Completed a specialized course in 'Effective Communication for Receptionists' through the Professional Reception Academy (PRA)
  • Associated with the Front Office Management Society (FOMS) focusing on best practices in check-in/check-out procedures
  • Member of Hospitality Sales and Marketing Association International (HSMAI) for insights on guest engagement strategies
  • Jaycees
  • Member of the Society for Human Resource Management (SHRM), focusing on workplace conflict resolution skills
  • National Association of Social Workers

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Customer Success Certified Professional (CSCP) Harbor & Co.
  • CompTIA Network+
  • Salesforce
  • CompTIA A+ Technician
  • Certified Front Desk Representative (CFDR) by Hospitality Industry Training Association
  • Certified Hospitality Supervisor (CHS) - American Hotel & Lodging Educational Institute

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