Microsoft Outlook, Excel, Word
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
HotSOS
Multi-line phone systems/10-Key
Problem-solving skills
Cash Handling
Time management
Excellent Communication
Dependable and Responsible
Typing 40 wpm
OPERA & LMS Hotel Operating Systems
Welcoming guests
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
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