Summary
Overview
Work History
Education
Skills
Work Availability
Software
Timeline
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Amanda Bumgardner

Amanda Bumgardner

Nellis Air Force Base,NV

Summary

Meticulous customer service/front desk agent with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Expertly provides individualized guest service and manages requests. Versed in coordinating reservations, updating accounts and promoting customer satisfaction.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

Hotel Front Desk & Call Center Agent

The Signature at MGM Grand
Las Vegas, NV
03.2018 - 04.2019
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Collected room deposits, fees and payments.
  • Resolved service-related problems and documented actions in system.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Managed over 200+ customer calls per day.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Informed guests of hotel security features and offered details regarding fire and emergency procedures.
  • Helped customers complete purchases, locate items and join reward programs.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Maintained current knowledge of hotel promotions.
  • Recommended products to customers, thoroughly explaining details.

Hotel Front Desk Agent

Cosmopolitan Hotel and Casino
Las Vegas, NV
03.2015 - 02.2016

Hotel Front Desk Clerk

MGM Grand Hotel and Casino
Las Vegas, NV
01.2012 - 10.2014

Hotel Front Desk Agent

Cannery Hotel and Casino
Las Vegas, NV
03.2008 - 02.2010

Hotel Front Desk Agent

Wynn Las Vegas Hotel and Casino
Las Vegas, NV
02.2006 - 03.2008

Optometry Technician

Dr. Conrad Lochner Optometry
Nellis AFB, NV
06.2005 - 02.2006
  • Maintained office procedures and ensured medical files were updated
  • Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Accurately prepared and edited documents, files and records
  • Trained first-time contact wearers on insertion and removal of lenses.
  • Handled vision insurance claims, processing patient accounts
  • Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
  • HIPPA trained
  • Assisted optometrist with diagnostic tests such as refraction, contact keratometry and slit lamp examinations.

Education

Certificate in Medical administration - Medical Administration

Allied American University
Laguna Hills, CA
08.2014 - 04.2015

High School Diploma - Academy of Hospitality & Tourism

Valley High School
Las Vegas, NV
08.2001 - 05.2005

Skills

    Microsoft Outlook, Excel, Word

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

LMS Hotel Operating System

OPERA Hotel Operating System

Timeline

Hotel Front Desk & Call Center Agent

The Signature at MGM Grand
03.2018 - 04.2019

Hotel Front Desk Agent

Cosmopolitan Hotel and Casino
03.2015 - 02.2016

Certificate in Medical administration - Medical Administration

Allied American University
08.2014 - 04.2015

Hotel Front Desk Clerk

MGM Grand Hotel and Casino
01.2012 - 10.2014

Hotel Front Desk Agent

Cannery Hotel and Casino
03.2008 - 02.2010

Hotel Front Desk Agent

Wynn Las Vegas Hotel and Casino
02.2006 - 03.2008

Optometry Technician

Dr. Conrad Lochner Optometry
06.2005 - 02.2006

High School Diploma - Academy of Hospitality & Tourism

Valley High School
08.2001 - 05.2005
Amanda Bumgardner