Anne Silversmith
Phoenix,AZ
Summary
Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Outgoing professional with experience handling multiple tasks at once while remaining positive and composed in all types of situations. Offering great computer, customer service and collaboration skills. Works well with office visitors and vendors.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
6
6
years of professional experience
Work History
Front Desk Receptionist
Extend Stay America
Phoenix, AZ
06.2022 - 02.2023
- Managed front desk operations and maintained organized reception area.
- Greeted visitors and directed them to appropriate personnel or departments.
- Handled incoming calls, routed messages, and responded to inquiries promptly.
- Assisted visitors with check-in procedures and provided necessary documentation.
- Collaborated with team members to ensure smooth daily operations at the reception.
- Implemented filing systems for incoming correspondence and important documents.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Explained policies and procedures to visitors.
- Completed basic bookkeeping and document filing.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Responded to inquiries and room requests made online, by phone, and via email.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
- Handled sensitive information in a confidential manner.
Housekeeper Supervisor
Moxy Hotel
Tempe, Arizona
10.2020 - 10.2022
- Supervised daily cleaning operations to maintain hotel standards.
- Trained and mentored housekeeping staff on best practices.
- Managed inventory of cleaning supplies and equipment for efficiency.
- Resolved guest concerns related to room cleanliness promptly.
- Conducted inspections to ensure cleanliness and compliance with policies.
- Coordinated room assignments and schedules for housekeeping team.
- Implemented new procedures to enhance team productivity and quality.
- Collaborated with front desk staff to address special guest requests efficiently.
- Handled customer complaints in a courteous manner while ensuring satisfaction.
- Assisted with special projects as needed such as deep cleaning tasks or organizing events and functions within the hotel premises.
- Reviewed inventories of supplies such as linens and amenities regularly and placed orders when necessary.
- Ensured staff compliance with company policies and procedures.
- Conducted regular inspections of guest rooms, public areas and back-of-house areas for cleanliness, tidiness and safety standards.
- Monitored the quality of housekeeping services provided to guests.
- Encouraged team members to take initiative while maintaining high level of enthusiasm at workplace.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
Housekeeper
Resident Inn
Phoenix, AZ
03.2017 - 02.2020
- Maintained cleanliness in guest rooms and common areas daily.
- Managed laundry operations, ensuring fresh linens for guests.
- Organized cleaning supplies and equipment for efficient access.
- Assisted with room inspections to uphold quality standards.
- Responded promptly to guest requests and special needs.
- Collaborated with team members to enhance service delivery.
- Trained new staff on cleaning procedures and hotel policies.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Changed bed linens and towels, tidied up rooms.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Used cleaning chemicals following proper guidelines.
- Emptied trash receptacles throughout the property.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Disinfected telephones, light switches and other frequently touched objects.
- Reported any maintenance issues or damage to supervisors immediately.
- Scrubbed kitchen appliances, countertops and fixtures.
Houseman
Resident Inn
Phoenix, AZ
03.2017 - 02.2019
- Maintained cleanliness in guest areas and common spaces.
- Assisted with setting up and clearing event spaces.
- Handled laundry duties, ensuring proper sorting and folding.
- Restocked supplies in public restrooms and guest rooms.
- Collected and removed trash from rooms.
- Transported dirty linen from guest rooms to laundry area using appropriate equipment.
- Maintained a clean and safe environment for guests and staff by vacuuming, dusting, sweeping, mopping floors, washing windows and walls.
- Responded promptly to guest inquiries and requests regarding housekeeping needs.
- Sorted and counted linens and organized in storage areas.
- Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.
- Communicated with maintenance team on damages to repair.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
Skills
- Front desk operations
- Customer service
- Payment processing
- Data entry
- Guest relations
- Team collaboration
- Inventory management
- Attention to detail
- Problem solving
- Time management
Timeline
Front Desk Receptionist
Extend Stay America
06.2022 - 02.2023
Housekeeper Supervisor
Moxy Hotel
10.2020 - 10.2022
Housekeeper
Resident Inn
03.2017 - 02.2020
Houseman
Resident Inn
03.2017 - 02.2019