Ashleigh Gross
Pickerington,OH
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
Fairfield Inn & Suites
02.2022 - Current
- Greeted and welcomed guests, providing a positive first impression of the company
- Managed a high volume of incoming calls, directing them to the appropriate departments or individuals
- Maintained cleanliness and organization of the front desk area at all times
- Provided administrative support to various departments as needed, including data entry and filing
- Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively
- Managed visitor logbook accurately by recording necessary details for security purposes
- Collaborated with other team members to ensure seamless communication across different departments
- Handled confidential information with utmost discretion while maintaining strict confidentiality protocols
- Trained new receptionists on office procedures, phone systems, and customer service best practices
- Coordinated travel arrangements for executives including booking flights, hotels, rental cars etc
- Investigated complaints from customers regarding unsatisfactory experiences; resolved issues promptly
- Managed inventory of office equipment, ensuring availability and coordinating repairs or replacements as needed
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
Front Desk Associate
Cloverleaf Suites
10.2020 - 07.2022
- Helping guests check in and check out
- Making reservations over the phone as well as walk ins
- Greeted and checked in guests, ensuring a positive first impression and providing excellent customer service
- Managed high call volume, efficiently handling inquiries, reservations, and guest requests
- Maintained accurate records of room availability and guest accounts using computerized systems
- Assisted with the coordination of group bookings and special events, ensuring smooth operations
- Provided recommendations for local attractions, restaurants, and transportation options to enhance guest experience
- Handled cash transactions accurately while following established procedures for billing and payment processing
- Resolved guest complaints promptly and effectively to ensure satisfaction and repeat business
- Updated daily reports including occupancy rates, revenue figures, and VIP arrivals/departures for management review
- Trained new front desk associates on standard operating procedures to ensure consistency in service delivery
- Developed strong relationships with frequent guests resulting in increased loyalty program enrollment
- Assisted in the implementation of a new reservation system which improved efficiency by reducing errors
Front Desk Associate
Extended Stay Hotels
02.2018 - 06.2020
- Greeted and checked guests in, ensuring a positive first impression and providing excellent customer service
- Keeping a clean environment
- Managed high call volume, efficiently handling inquiries, reservations, and guest requests
- Assisted with the coordination of group bookings and special events, ensuring smooth operations
- Provided recommendations for local attractions, restaurants, and transportation options to enhance guest experience
- Handled cash transactions accurately while following established procedures for billing and payment processing
- Resolved guest complaints promptly and effectively to ensure satisfaction and repeat business
- Updated daily reports including occupancy rates, revenue figures, and VIP arrivals/departures for management review
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Performed basic daily bookkeeping tasks.
- Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Customer Service Representative
JCPenney
02.2016 - 01.2018
- Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
- Answer calls and assist customer with their orders or any questions
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
- Recognized as a subject matter expert within the department due to extensive knowledge of company products and policies
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Education
High school or equivalent -
Pickerington High School Central
Pickerington, OH01.2015
Skills
- American Sign Language
- CSR
- Call Center
- Customer Care
- Customer Service
- Customer Support
- Clean
- Clean Room
- Cleaning
- Childcare
- Food service
- Hotel experience
- Computer skills
- Microsoft Office
- Listening Skills
- Telephone Etiquette
- Problem-solving skills
- Team Collaboration
- Verbal and written communication
- Administrative Skills
- Oral and writing communication
- Issue handling
- Confidentiality handling
- Multi-Line Telephone Systems
- Problem-Solving
- Attention to Detail
- Call Answering and Routing
- Computer Proficiency
- Courteous and Professional
- Conflict Resolution
References
Maranda Wood
Phone number: 614-816-3806
Email address: Kristin.Wood@franklincountyohio.gov
Timeline
Front Desk Receptionist
Fairfield Inn & Suites
02.2022 - Current
Front Desk Associate
Cloverleaf Suites
10.2020 - 07.2022
Front Desk Associate
Extended Stay Hotels
02.2018 - 06.2020
Customer Service Representative
JCPenney
02.2016 - 01.2018
High school or equivalent -
Pickerington High School Central