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Skills

  • Initiative equipment
  • Achievement of Outstanding Service Award for customer service excellence
  • Key management system (SAP)
  • Supply stocking
  • Booking and managing group reservations
  • Conflict mediation and guest satisfaction recovery
  • Customer service
  • Operational improvement
  • Attention to detail in daily operations
  • Guest satisfaction improvement (74% increase)

Work Experiences

  • Acted as primary contact for VIP guests.
  • Achieved Employee of the Year for excellence in customer service.
  • Assisted in inventory management for front desk supplies, reducing shortages and maintaining supply levels by 66%.
  • Achieved results over 13 months.
  • Ensured transaction security by comparing payment cards to identification.
  • Acted as primary contact for VIP guests, ensuring the highest level of personalized service and exceeding expectations which resulted in Excellence Award.
  • Coordinated guest arrivals during category, contributing to the successful lodging arrangements for 5 attendees.
  • Collaborated with housekeeping and maintenance staff, minimizing guest complaints by resolving room issues within 18 months.
  • Achieved a 51% reduction in negative feedback.
  • Used procedure software to enter customer information and updated it whenever patrons changed rooms.

Summaries

  • Achieved zero financial errors.
  • Attentive to guest needs.
  • Experienced hospitality professional capable of balancing guest needs with business objectives.
  • Motel Front Desk Clerk is a friendly and polished Motel Front Desk Clerk with demonstrated experience in program environments.
  • Achieved this over 14 months.
  • Easily adaptable to fast-paced, high-pressure situations.
  • Front desk agent with extensive experience handling reservations, phone calls, and customer inquiries.
  • Motel Front Desk Clerk is a polite and upbeat person with excellent telephone etiquette.
  • Achieved an error-free reconciliation rate of 23%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Documented and resolved standard which led to category.
  • Coordinated check-in and check-out for over 2 guests daily, ensuring consistently smooth operations at the front desk.
  • Monitored security cameras and safety protocols during overnight shifts, contributing to an incident-free quarterly period.
  • Led coordination efforts with housekeeping and maintenance, reducing room turnover times by 12 minutes.
  • Took lead on managing refunds and billing discrepancies, cutting chargeback disputes by 23%.
  • Participated in hotel training courses and earned OSHA in front desk administration and guest relations.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 17 in the development of process.
  • Monitored guest-related issues and maintained detailed logbooks, ensuring proper follow-ups and achieving 58% closure rate on complaints.
  • Successfully upsold premium rooms and services to increase average guest spend by $11 per booking, contributing to monthly sales growth.

Affiliations

  • Local Community Disaster Preparedness Committee
  • Freemason
  • National Association of Hotel Front Desk Agents
  • American Hotel & Lodging Association (AHLA)
  • Hotel Employees Union Membership
  • Tourist Information Center Partnership for Enhancing Guest Experience
  • Hospitality Sales & Marketing Association International (HSMAI)
  • Medical Emergency Response Facilitator Training Program 2023
  • Association of Hospitality Professionals
  • Rotary International

Certifications

  • Conflict Resolution in Hospitality - procedure or Lakeside Partners
  • Cash Handling and Financial Accuracy Certificate - [Local Program or initiative]
  • Certified Public Accountant (CPA)
  • Customer Service and Communication – procedure or metric
  • Customer Relationship Management (CRM) Software Fundamentals - metric
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Basic First Aid Certification - program or initiative
  • Cisco Certified Network Associate (CCNA)
  • Certified Revenue Management Executive (CRME) - HSMAI
  • Hospitality Industry Analytics Certification (HIC) - [STR Global/ initiative

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