Andrea Andrzelachaj-Michaels
Anchorage,AK
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Welcoming Front Desk Associate with 1 years of experience in hospitality. Extensive knowledge of customer relations and commitment to individualized care. Successful at multitasking and bookkeeping. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Front Desk Associate
Hyatt House Hotel
07.2021 - 10.2022
- Used internal software to process reservations, check-ins and check-outs.
- Trained new staff members in customer service techniques and hotel operations.
- Prepared reports on guest satisfaction levels and other metrics.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Acted as an ambassador for the hotel brand by providing exceptional service and creating memorable experiences for guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained clean and organized front desk areas to uphold polished company image.
- Ensured prompt delivery of requested items such as extra towels or toiletries by communicating effectively with housekeeping staff.
- Participated in regular meetings with hotel management to discuss performance metrics, operational improvements, and guest feedback trends.
- Performed basic daily bookkeeping tasks.
- Utilized hotel management software effectively for booking management, guest data entry, and reporting purposes.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collected room deposits, fees, and payments.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Resolved problems, improved operations and provided exceptional service.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Education
High School Diploma -
East High School
Anchorage, AK05.2021
Skills
- Credit card handling
- Mail handling
- Records Management
- Marketing
- Hospitality best practices
- Staff Management
- Scheduling appointments
- Drawer balancing
- Guest Relations
- Conflict Management
- Documentation
- Coaching and Mentoring
- Listening Skills
- Administrative Skills
- Concierge services
- Data Confidentiality
- Cash Handling
- Multi-Line Phone Systems
- Customer Service Management
- Transportation information
- Invoicing and Billing
- Travel Coordination
- Guest Reception
- Hospitality services
- Office Organization
- Charge posting
- File Management
- Data Gathering
- Teamwork and Collaboration
- Guest Services
- Problem-Solving
- Two-Way Radio Operation
- Switchboard Operation
- Business Administration
- Room Service
- Clerical duties
- Training and mentoring
- Scheduling
- Reservation Management
- Hospitality service expertise
- Problem-solving skills
- Front Office Management
- Room assignments
- Reporting capabilities
- Tour Arrangements
- Housekeeping
- Bookkeeping
- Payment oversight
- Payment Collection
- Administrative Support
- Front Office Support
Certification
- Hyatt Front Desk Hopitality and Customer ServiceTraining - 2 Months
Timeline
Front Desk Associate
Hyatt House Hotel
07.2021 - 10.2022
High School Diploma -
East High School
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