Alison Greenhill
Fort Myers,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Airline and Hospitality industry. A Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with passengers and to be a strong leader. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and multitasking. Energetic and results-oriented with exemplary passion for developing relationships.
Overview
26
26
years of professional experience
Work History
Guest Service Representative
Edgewater Beach Hotel
12.2023 - Current
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
Event Concierge
Ritz-Carlton
09.2023 - 12.2023
- Enhanced guest experience by promptly addressing inquiries and providing personalized event recommendations.
- Streamlined event check-in process for improved efficiency and reduced wait times.
- Coordinated with vendors to ensure seamless event setup, execution.
- Cultivated positive relationships with clients, resulting in repeat business and increased referrals.
- Provided exceptional customer service by anticipating needs and exceeding expectations during events.
- Masterfully managed multiple simultaneous events while maintaining a high level of organization and attention to detail.
- Implemented innovative ideas that elevated the overall atmosphere of each event, earning positive feedback from guests and clients alike.
Customer Service Agent
Southwest Airlines
09.1998 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information
- Contacted customers to return routine and general calls promptly
- Adapted to new applications and maintained knowledge of current technologies
Education
Certificate of Travel And Tourism -
Trans World Travel Academy
St Louis, MO03.1994
High School Diploma -
West Bloomfield High School
West Bloomfield, MI06.1990
Skills
- Customs and Immigration
- Cultural Awareness
- Customer Relations
- Understanding Customer Needs
- Documentation
- Microsoft Office
- Special Requests
- Ticket Changes
- Policy and Procedure Adherence
- Customer Service
- Making Announcements
- Microsoft Office Suite Proficiency
- Customer Complaint Resolution
Timeline
Guest Service Representative
Edgewater Beach Hotel
12.2023 - Current
Event Concierge
Ritz-Carlton
09.2023 - 12.2023
Customer Service Agent
Southwest Airlines
09.1998 - 09.2023
Certificate of Travel And Tourism -
Trans World Travel Academy
High School Diploma -
West Bloomfield High School
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