Austin Ketoff
Dubuque
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Security Officer Supervisor
Diamond Jo Casino - Dubuque
07.2024 - Current
- Supervised security staff to ensure compliance with safety protocols and regulations.
- Conducted regular inspections of premises to identify potential security risks and vulnerabilities.
- Supervised a team of security officers, ensuring adherence to company policies and maintaining high morale among staff members.
- Developed detailed incident reports, providing comprehensive information for management review and decisionmaking.
- Handled sensitive information discreetly while adhering to strict confidentiality guidelines set forth by the organization.
- Effectively resolved conflicts between staff members or visitors, employing strong communication skills and level-headed problem-solving techniques.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Completed full building and grounds patrols to spot and investigate concerns.
Front Desk Agent
Stoney Creek Hospitality
02.2023 - 07.2024
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated reservations and provided personalized service to enhance guest experiences.
- Resolved guest inquiries and complaints with professionalism, maintaining high satisfaction levels.
- Collaborated with housekeeping and maintenance teams to ensure room readiness and cleanliness standards.
- Utilized property management systems for accurate booking management and reporting tasks.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Answered multi-line phone system and enthusiastically greeted callers.
Front Desk Agent
Holiday Inn
04.2022 - 01.2023
- Coordinated reservations and provided personalized service to enhance guest experiences.
- Resolved guest inquiries and complaints with professionalism, maintaining high satisfaction levels.
- Collaborated with housekeeping and maintenance teams to ensure room readiness and cleanliness standards.
- Utilized property management systems for accurate booking management and reporting tasks.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered multi-line phone system and enthusiastically greeted callers.
Sales and Marketing Assistant
PubWorks
08.2019 - 09.2021
- Developed product knowledge to effectively communicate features and benefits to customers.
- Assisted in market research initiatives to identify emerging trends and competitive positioning
- Maintained CRM systems to streamline communication with potential clients
- Supported sales team by organizing leads and scheduling follow-ups for outreach efforts
- Assisted in the creation of sales presentations tailored to individual client needs, resulting in higher closing ratios.
- Generated leads and nurtured prospects to increase conversion rates with personalized email marketing initiatives.
- Streamlined internal processes by using CRM software tools, boosting efficiency and productivity levels.
- Helped sales professionals maintain customer relationships by making follow up calls to recent buyers.
Cashier
Hy-Vee
02.2014 - 08.2019
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer and balanced registers at shift end.
- Provided exceptional customer service, resolving inquiries and complaints promptly.
- Collaborated with team members to maintain a clean and organized checkout area.
- Monitored inventory levels of bagging supplies, ensuring availability during peak hours.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Wahlert Catholic High School
Dubuque, IA05-2016
Skills
- Customer service
- Detail orientation
- First aid certified
- Work ethic
- Problem-solving skills
- Administrative skills
- Oral and written communications
- File management
- Conflict and issue documentation
- Computer skills
Certification
- CPR/First Aid Training - August 2025
Timeline
Security Officer Supervisor
Diamond Jo Casino - Dubuque
07.2024 - Current
Front Desk Agent
Stoney Creek Hospitality
02.2023 - 07.2024
Front Desk Agent
Holiday Inn
04.2022 - 01.2023
Sales and Marketing Assistant
PubWorks
08.2019 - 09.2021
Cashier
Hy-Vee
02.2014 - 08.2019
High School Diploma -
Wahlert Catholic High School