Ashley Russell
Puyallup
Summary
Respectful Front Desk Agent with extensive background in the hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes while being security conscious and astute in control of confidential documentation.
Overview
22
22
years of professional experience
Work History
Guest Service Representative
Sumner Veterinary Hospital
Sumner
02.2025 - 01.2026
- Greeted clients upon arrival and checked in their pets efficiently.
- Processed payments and handled client transactions with accuracy and care.
- Provided information on pet care services and products to clients effectively.
- Answered pet owner phone calls and responded to questions while taking messages for staff veterinarians.
- Managed appointment scheduling using veterinary practice management software.
- Coordinated communication between pet owners and veterinary staff seamlessly.
- Transmitted medical records and other correspondence by mail, email, or fax.
Front Desk Agent
Holiday Inn
Tacoma
02.2022 - 02.2024
- Warmly welcomed each guest upon arrival/departure and engaged in friendly and informative conversation while conducting quick and efficient check-in/checkout process.
- Maintained a seamless and efficient check-in experience for incoming guest by pre-assigning rooms based on preferences, rewards status, and availability.
- Supervised daily front desk operations in manager's absence, confirmed reservations and addressed guest needs using hotel management software.
- Promoted hotel brand by enrolling non-members in rewards program, fostering guest loyalty and repeat visits through exceptional service.
- Recorded guest comments/concerns and resolved guest complaints prompt and courteously, only escalating to management for immediate resolution when absolutely necessary.
- Updated computer system with guest information including contact details, payment methods and any special requests.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests. Greeted incoming guests warmly, issued room keys and shared information on policies handling and amenities.
- Provided information about hotel amenities, services, and local attractions.
- Addressed customer complaints by actively listening and providing solutions to ensure satisfaction. professionally and courteously.
- Supported administrative tasks by organizing documentation and coordinating office activities to maintain efficiency. as needed.
- Routinely monitored and prepared for new arrivals by organizing guest registration packets and accurately setting up routing for third party reservations.
- Monitored room availability using hotel's preferred operating system, ensuring accuracy and preventing overselling of room types.
- Assisted with various administrative tasks.
- Verified identification documents and CC of each guest before check-in.
- Cleaned and maintained lobby and common areas by restocking supplies and wiping down desks and tables
- Posted charges, updated accounts and issued bills to departing guests
- Processed payments for refunds, room charges, incidentals, taxes and other fees according to company policy.
Guest Service Representative
Candlewood Suites Hotel
Lakewood
09.2019 - 01.2020
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Provided assistance to guests throughout their stay.
- Encouraged customer feedback on stay experiences, greeted clients, and provided personalized support to meet unique needs and promote brand loyalty.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Took reservations from patrons by phone or online.
- Encouraged customers to provide feedback on their stay experiences.Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Offered guests beverages and refreshments upon check-in.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Facilitated successful front desk operations for high-volume hotel.
- Welcomed large volume of guests and improved overall customer service.
- Coordinated special requests for guests, ensuring personalized service. such as wake up calls, extra pillows, cribs.
- Facilitated front desk operations for high-volume hotel, ensuring efficient service delivery.
- Identified issues and established facts to produce practical decisions and solutions for guests.
- Processed payments for room charges, taxes, and other incidentals as required.
- Monitored security cameras to ensure safety of customers and staff.
- Processed payments for room charges, taxes, and other incidentals.
- Maintained cleanliness of lobby area and front desk counter.
- Promoted guest satisfaction through genuine, enthusiastic, and friendly interactions, fostering positive experiences.
- Input customer data into reservation systems and updated to reflect room changes.
- Arranged special accommodations for guests to enhance visitor experiences.
- Engaged in conversations with patrons to understand their needs and address concerns. to make conversation, answer questions or to respond to complaints.
- Performed daily cashiering duties including balancing accounts at end of shift.
- Maintained accurate records of all transactions within the hotel software system.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Greeted walk-in and phone guests, determining interests and needs.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Ensured compliance with hotel policies and procedures.
- Greeted walk-in and phone guests, determining interests and needs.
- Invited guests to join loyalty programs and special promotions to stay connected.
Third Key Sales Associate
Sheikh Shoes
Tacoma
08.2017 - 08.2019
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Executed thorough opening, closing, and shift change functions, ensuring operational standards were consistently met.
- Oversaw stockroom functions including receiving and organizing merchandise. including receiving, stocking, organizing, and restocking merchandise.
- Maintained accurate records of cash register transactions and deposits.
- Operated a cash register accurately and efficiently during peak hours.
- Completed day-to-day duties accurately and efficiently.
- Oversaw stockroom operations, including receiving, stocking, organizing, and restocking merchandise to optimize inventory management.
- Achieved sales goals by actively engaging customers, providing exceptional service, and effectively promoting special items.
- Provided feedback to management regarding customer inquiries or complaints.
- Researched out-of-stock items to find additional inventory in other store locations.
- Coordinated special orders from vendors or other stores.
Key Holder
Payless Shoe Source
Lakewood
11.2014 - 06.2017
- Managed key holder responsibilities such as opening and closing the store, setting alarms.
- Ensured store was opened and closed in a timely manner according to company policies.
- Supervised bank deposits and security procedures to support store opening and closing.
- Protected store assets by assisting with audits, routine cycle counts and physical inventory.
- Led team by defining tasks and setting clear expectations for customer service excellence.
- Cultivated service-oriented culture to enhance customer satisfaction and foster loyalty.
- Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
- Provided customer service including cashiering, merchandising and restocking shelves.
- Conducted thorough counts and balanced cash registers to ensure accuracy at end of shifts.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Captured customer information to maximize future clienteling opportunities.
- Mentored newly hired staff in upselling techniques to improve sales.
- Replenished merchandise displays throughout the store.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
- Researched out-of-stock items to find additional inventory in other store locations.
- Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
- Conducted regular audits on store supplies to maintain adequate inventory levels.
- Assisted in general housekeeping to maintain store image.
- Adhered to all local laws governing retail operations including security requirements.
- Asked open-ended questions to learn about customers' needs and escorted to merchandise locations.
- Achieved sales goals through customer engagement, exceptional service delivery, and promotion of featured items.
Cashier
Burger King
Tacoma
06.2011 - 11.2014
- Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
- Verified that orders were accurate and complete before delivering them to customers.
- Provided friendly customer service by addressing customer inquiries and resolving complaints in a timely manner.
- Ensured order accuracy and completeness before delivery to customers, contributing to a seamless service experience.
- Maintained knowledge of current menu items, prices, and promotions.
- Delivered friendly customer service by promptly addressing inquiries and resolving complaints, enhancing overall customer experience.
- Maintained cleanliness of restaurant by regularly cleaning surfaces and organizing work areas. during downtime by washing and disinfecting kitchen areas.
- Operated drive-thru window efficiently to ensure fast order processing times.
- Prepared drive-thru station for next shift by refilling napkins, lids and straws at window.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Backed up front counter employees to maximize guest satisfaction with speedy service.
- Recognized by management for providing exceptional customer service.
- Helped keep business clean during downtime by washing and disinfecting kitchen areas.
- Boosted customer satisfaction levels by going the extra mile to personalize service for each customer.
- Inspected headsets for functionality and replaced batteries to ensure efficient communication during busy periods. prior to rush periods to maintain readiness.
- Worked nights, weekends, and holidays, and maintained calm, pleasant demeanor.
- Prepared food items according to company standards for quality and presentation.
- Prepared drinks, ice cream and other special items to complete food orders.
- Informed customers of regular deals or monthly specials to upsell orders.
- Ensured compliance with all health regulations related to food handling practices.
- Built and maintained productive relationships with employees.
Cashier
Dollar Plus Inc.
Tacoma
12.2004 - 05.2011
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Processed cash, check, debit and credit card payments accurately and efficiently using Point-of-Sale system to enhance customer experience.
- Balanced daily cash drawer by counting money, checks, and credit cards.
- Delivered prompt, efficient and courteous customer service to create loyal, repeat business.
- Resolved customer complaints and concerns with courteous, friendly and caring approach.
- Greeted customers promptly and responded to questions.
- Collaborated with other employees in order to provide efficient service during peak hours.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Cleaned store area, including checkout counter and display shelves.
- Ensured compliance with health regulations by following all safety procedures when handling food items.
- Checked expiration dates on all merchandise before stocking shelves.
- Trained and mentored new cashiers to improve team performance and ensure consistent service quality.
- Performed general housekeeping duties such as sweeping floors, taking out garbage.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Boosted customer satisfaction levels by going the extra mile to personalize service for each customer.
- Completed day-to-day duties accurately and efficiently.
- Forecasted, ordered and stocked merchandise to maintain appropriate inventory levels.
- Managed in-store food and general merchandise inventory, stocked goods and documented low stock levels.
- Interacted with vendors regarding incoming products, unpacked cases, verified pricing and stocked merchandise.
- Cleaned store inside and out, straightened displays and maintained neat and inviting atmosphere for optimum customer satisfaction.
- Checked customer ages before cigarette or alcohol purchases and allowed sale only if within legal age limits.
- Prepared reports detailing daily transactions for review by management team.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Sales Floor Associate
Ross Dress for Less
Tacoma
05.2004 - 10.2004
- Helped customers find specific products, answered questions, and offered product advice.
- Restocked shelves to maintain inventory levels.
- Monitored store for security risks and potential theft, taking action to prevent losses.
- Handled customer complaints in a professional manner.
- Answered store and merchandise questions and led customers to wanted items.
- Assisted customers in locating products, addressing inquiries, and providing tailored product recommendations.
- Engaged customers in friendly dialogue to assess needs and enhance shopping experience.
- Processed transactions using a point-of-sale system.
- Collected payments and provided accurate change.
- Organized store by returning merchandise to proper areas and restocked displays.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Conducted inventories on a regular basis to track stock levels.
- Received and displayed product shipments on store retail shelves upon delivery.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Resolved customer issues with creative solutions to enhance satisfaction and loyalty.
Education
GED -
Green River College
Auburn, WASkills
- Customer Service
- Guest Services
- Guest Relations
- Room Assignments
- Reservations
- Payment Processing
- Transaction Processing
- Payment Oversight
- Cash Handling
- Inventory Management
- Hospitality Services
- Effective Planning
- Emergency Response
- Information Protection
- Dispute Resolution
- Report writing
- File Management
- Word Processing
- Microsoft Office
- OPERA POS Systems
- Time Management
- Problem-Solving Skills
- Communication skills
- Active Listening
- Conflict and Issue Record Keeping
- Administrative Support
- Conflict and Issue Record Keeping
Timeline
Guest Service Representative
Sumner Veterinary Hospital
02.2025 - 01.2026
Front Desk Agent
Holiday Inn
02.2022 - 02.2024
Guest Service Representative
Candlewood Suites Hotel
09.2019 - 01.2020
Third Key Sales Associate
Sheikh Shoes
08.2017 - 08.2019
Key Holder
Payless Shoe Source
11.2014 - 06.2017
Cashier
Burger King
06.2011 - 11.2014
Cashier
Dollar Plus Inc.
12.2004 - 05.2011
Sales Floor Associate
Ross Dress for Less
05.2004 - 10.2004
GED -
Green River College