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Skills

  • Group booking coordination
  • Excel for Reporting and Data Tracking
  • Problem-solving skills
  • Time management and prioritization
  • Regulatory compliance
  • MS Office
  • Cash and credit card transaction management
  • Guest Data Privacy Compliance (metric)
  • Framework equipment
  • Scheduling flexibility

Work Experiences

  • Was in charge of a fast-paced front desk operation at a busy process facility with up to 18 nightly visitors.
  • Was in charge of answering a multi-line phone system, responding to inquiries, and transferring calls to the appropriate departments and personnel.
  • Assisted in developing emergency response protocols.
  • Balanced the nightly audit and resolved discrepancies to ensure an accurate end-of-day report with zero errors.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Commended by management for consistently upselling premium rooms and packages, contributing to a $18 increase in revenue during 2017.
  • Achieved top guest service scores among regional properties.
  • Used category software to enter customer information and updated it whenever patrons changed rooms.
  • Achieved frequent positive Tripadvisor reviews.
  • Achieved results during 2020 quarter.

Summaries

  • Front Desk Guest Agent is a friendly and polished Front Desk Guest Agent with demonstrated experience in process environments.
  • Front Desk Guest Agent is a polite and upbeat person with excellent telephone etiquette.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Accomplished Front Desk Guest Agent.
  • Individual with a charming and poised demeanor who performs various tasks, including process improvement and strategic planning.
  • Provides dynamic service to customers and visitors.
  • Achieved 62% improvement in guest satisfaction.
  • Costs were consistently reduced while profits were increased.
  • Customer-focused multitasker looking for a procedure position with an exciting company.
  • Boosted overall guest satisfaction rating by 64%.

Accomplishments

  • Utilized Asana to automate guest communication, reducing inquiry response times by 46%.
  • Achieved Excellence Award for outstanding service during 2020, contributing significantly to the hotel’s year-on-year rating improvements.
  • Collaborated with housekeeping and maintenance teams to reduce guest room turnaround time by 55%, improving overall guest satisfaction.
  • Developed customized service packages for corporate guests, helping increase corporate bookings by 36%.
  • Partnered with guest relations and loyalty program teams to increase loyalty program enrollments by 50%, driving repeat bookings.
  • Documented and resolved process which led to procedure.
  • Resolved guest billing discrepancies, maintaining 100% accuracy in financial reporting across all transactions handled.
  • Collaborated with team of 15 in the development of metric.
  • Proficiently handled cash and processed transactions for nightly revenues of over 9, balancing the till with 100% accuracy.
  • Improved guest check-in experience by integrating Power BI, resulting in a 75% decrease in complaints related to check-in delays.

Affiliations

  • International Front Office Management Association (IFOMA)
  • Certified Hospitality Department Trainer (CHDT), AHLEI Certification
  • American Society of Travel Agents (ASTA)
  • Association for Computing Machinery
  • National Concierge Association (NCA)
  • Guest Experience Management Association (GEMA)
  • National Front Office & Customer Service Association
  • National Association of Social Workers
  • American Society of Safety Professionals
  • International Air Transport Association (IATA)

Certifications

  • Certified Hospitality Account Executive (CHAE)
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Customer Service Excellence Professional Certificate
  • Apple Certified Associate (ACA)
  • First Aid/CPR Certified
  • Hotel Operations Management Certificate – Summit Group
  • Certificate in Data Privacy Essentials for Guest Services
  • Certified Public Accountant
  • Certified Customer Experience Professional (CCXP)

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