Front Desk Supervisor

• Nov 2022 - Present

Lead Front Desk Agent

• Dec 2021 - Nov 2022

Greeted all guests upon arrival, offered assistance and answered questions appropriately to build rapport and retention and maintained an exceptional level of professionalism at all times. Assisted other hotel personnel in various capacities including overseeing the entire front desk when the manager was unavailable and handling purchases at the gift shop when it was short-staffed. Acquired a vast knowledge of the local area to provide guests with information about dining options, arts, and culture, sporting events, concerts and shows. Handled accommodations and travel arrangements for visitors and provided updated itineraries. Communicated problems regarding guest rooms to housekeeping services and maintenance personnel for immediate remediation. Answered customer telephone calls promptly and appropriately. Took reservations over the phone, in person and via computer for guests and provided confirmations. Verified accuracy of financial data by checking payment cards against identification. Show less

Director Of Front Office

• Feb 2022 - Oct 2022

Front Office Manager

• Feb 2020 - Mar 2021

Supervised a team of seven front desk agents and helped them to resolve issues that arose during their shifts. Provided services efficiently and with high level of accuracy. Prepared bills for customers and had them delivered to their rooms on the day of checkout. Booked large groups for weddings, seminars, conferences and other events and provided the best available room rates. Implemented end-of-month audits of the resort to upper management as required. Solicited feedback through questionnaires to evaluate levels of guest satisfaction and Increased customer service ratings through personable service. Updated team members about changes in hotel products, services, pricing and policies. Hired and trained all new employees while also demonstrating the best methods for servicing clients and guests. Show less

Front Office Manager

• Jan 2018 - Feb 2020

Booked large groups for weddings, seminars, conferences and other events and provided the best available room rates. Implemented end-of-month audits of the resort to upper management as required. Solicited feedback through questionnaires to evaluate levels of guest satisfaction and Increased customer service ratings through personable service. Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities. Utilized client and staff feedback to maintain customer partnerships and increase revenue by $31,500 per month. Show less

Front Desk Agent

• Dec 2014 - Feb 2020

Greeted all guests upon arrival, offered assistance and answered questions appropriately to build rapport and retention and maintained an exceptional level of professionalism at all times. Assisted other hotel personnel in various capacities including overseeing the entire front desk when the manager was unavailable and handling purchases at the gift shop when it was short-staffed. Acquired a vast knowledge of the local area to provide guests with information about dining options, arts, and culture, sporting events, concerts and shows. Handled accommodations and travel arrangements for visitors and provided updated itineraries. Communicated problems regarding guest rooms to housekeeping services and maintenance personnel for immediate remediation. Answered customer telephone calls promptly and appropriately. Took reservations over the phone, in person and via computer for guests and provided confirmations. Verified accuracy of financial data by checking payment cards against identification. Show less

Frontend Coordinator

• Jun 2016 - Jan 2019

Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner; remedied all customer concerns promptly and effectively. Prepared weekly employee work schedules for all Front End team members so all shifts received adequate coverage. Shared best practices for sales and customer service with other team members to help improve the store’s efficiency. Worked with the management team to implement the proper division of responsibilities. Fostered a positive work environment by consistently treating all employees and customers with respect and consideration. Answered product questions with up-to-date knowledge of sales and store promotions. Collected daily deposits, fees and payments, processed all financial data and assisted with all financial matters. Performed hourly pick-ups and readings for the Front End to monitor sales and revenue. Processed POS transactions as needed, including checks, cash, debit and credit purchases and refunds. Show less

Costumer Service Representive

• Aug 2013 - Jul 2014

Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas. Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions. Handled diverse range of customer service, operational and administrative requirements daily. Liaised with customers, management and sales team to meet customer needs. Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions. Show less

Customer Service Department

• 2010 - Aug 2013

Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention. Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas. Shared best practices for sales and customer service with other team members to help improve the store’s efficiency. Cleaned and organized the store, including the checkout desk and displays. Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention. Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas. Shared best practices for sales and customer service with other team members to help improve the store’s efficiency. Cleaned and organized the store, including the checkout desk and displays.