April Branden-Garlough
Whitefish
Summary
Dynamic Guest Service Representative with a proven track record at Glacier International Lodge, excelling in customer service and complaint resolution. Skilled in reservation management and key handling, I foster guest satisfaction through effective communication and a welcoming atmosphere, ensuring memorable experiences and repeat visits.
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
Work History
Guest Service Representative
Glacier International Lodge
01.2023 - Current
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Maintained accurate and up-to-date records of guest information.
- Facilitated and coordinated transportation services for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Maintained high level of professionalism and discretion when dealing with guests.
- Provided accurate information regarding local attractions, restaurants and activities.
- Managed check-in and check-out procedures for guests.
- Created welcoming and comfortable environment for guests.
- Assisted guests with variety of services and local attraction information.
- Greeted guests upon arrival by providing warm welcome.
- Handled customer complaints to satisfy and retain guests.
- Responded to guest inquiries to maximize guest satisfaction.
Housekeeping Room Attendant
Hilton Garden Inn Hotel
03.2017 - 06.2018
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
Education
High School Diploma -
Flathead High School
Kalispell, MT06-2012
Skills
- Room charging
- Shift change management
- Check-in coordination
- Loyalty promotion
- Report preparation
- Customer service
- Key management system
- Reservation processing
- Computer skills
- Flexible schedule
- Guest accommodations
- Reservation management system
- First aid training
- Room availability
- Cash handling experience
- Issue resolution
- Verbal and written communication
- Payment processing
- Complaint handling
Timeline
Guest Service Representative
Glacier International Lodge
01.2023 - Current
Housekeeping Room Attendant
Hilton Garden Inn Hotel
03.2017 - 06.2018
High School Diploma -
Flathead High School