Amy Alexander
Mount Vernon,WA
Summary
Front desk professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasking and planner. Talented Front desk versed in solving a range of daily issues with an efficient and professional attitude. Adapt easily to changing demands and learn new information quickly. Accomplished leader and team manager. Experienced front desk manager at busy hotel offering strong interpersonal and finance skills. Organized with a strong attention to guest needs. Pursuing a role in hospitality management where excellent skills are admired. Friendly and prompt Front Desk Agent with good hands in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments.
Overview
8
8
years of professional experience
Work History
Front Desk Receptionist
Hilton San Diego Mission Valley
10.2021 - 02.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
CSR
Uhaul Moving And Storage
01.2021 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Recommended products to customers, thoroughly explaining details.
- Interacted with customers by phone, email or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Identified visitors' needs to offer solutions and information.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Front Desk Receptionist
Holiday Inn Express And Suites
03.2018 - 01.2020
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
- Maintained transaction security checking payment cards against identification.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Planned coverage needs and organized services to support incoming special events.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Receptionist
10Gym
06.2016 - 10.2017
- Routed incoming mail and messages to relevant personnel without delay.
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone or postal mail.
- Greeted customers and visitors in-person and via telephone calls.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Confirmed appointments, communicated with clients, and updated client records.
Front Desk Manager
Home2 Suites By Hilton
06.2015 - 10.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees when the team was understaffed.
- Oversaw all front desk operations with an eye for hotel reputation, staff productivity and operational efficiency.
- Trained front office staff in fire, life and other emergency procedures.
- Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
- Controlled cash and credit card payment transactions at the front desk.
- Updated customer accounts with add-on room charges, including mini bar use and room service bills.
- Kept accounts in balance and ran daily reports to verify totals.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Provided services efficiently and with high level of accuracy.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest complaints by addressing issues with rooms promptly.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Prepared weekly employee work schedules to meet operational needs.
Education
Esthetician - Esthetician
Evergreen Beauty College
Mount Vernon, WA07.2024
High School Diploma -
Skagit Valley College
Mount Vernon, WA06.2019
Skills
- Registration processing
- Guest services
- Problem-solving skills
- Conflict and issue documentation
- Training and mentoring
- Cash Handling
- Registration
- Hospitality service expertise
- Time management
- Multi-line phone systems
- Welcoming guests
- Good listening skills
- Teamwork
- Relationship-Building
- Customer Service
- Bookkeeping
- Daily Logs
- Hotel Services and Hospitality
- Special Requests
- Special Promotions
- Room Billing
- Credit and Cash Transactions
- Professional Telephone Manner
- Revenue Reviews
- Rewards Programs
- Office Meetings
Timeline
Front Desk Receptionist
Hilton San Diego Mission Valley
10.2021 - 02.2023
CSR
Uhaul Moving And Storage
01.2021 - 06.2022
Front Desk Receptionist
Holiday Inn Express And Suites
03.2018 - 01.2020
Receptionist
10Gym
06.2016 - 10.2017
Front Desk Manager
Home2 Suites By Hilton
06.2015 - 10.2017
Esthetician - Esthetician
Evergreen Beauty College
High School Diploma -
Skagit Valley College
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