Benita Dodd
New Caney,TX
Summary
Dedicated guest service agent with strong communication and complaint resolution skills. Proven ability to enhance guest satisfaction through effective inquiry handling and process improvements.
Detail-oriented guest service professional experienced in managing front desk operations. Skilled in guest communication, complaint handling, and training staff to uphold high customer service standards. Committed to delivering exceptional experiences and improving operational efficiency.
Results-driven guest service agent known for exceptional listening and problem-solving abilities. Demonstrated success in resolving guest inquiries promptly and implementing process improvements that boost satisfaction and efficiency.
Overview
29
29
years of professional experience
Work History
Guest Service Agent
Unifi Aviation
Orlando, FL
09.2023 - 01.2026
- Assisted guests with check-in and check-out processes, ensuring smooth arrivals and departures.
- Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Coordinated with airline representatives to manage flight information and gate assignments efficiently.
- Maintained knowledge of airport services and amenities to provide accurate information to guests.
- Supported team members by training new staff on operational procedures and customer service standards.
- Implemented process improvements that increased efficiency in handling guest requests and issues.
Front Desk Agent
Country Inns & Suites
Orlando, FL
10.2020 - 09.2023
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Trained new staff on hotel policies, procedures, and customer service standards.
- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Implemented process improvements that enhanced guest satisfaction ratings consistently over time.
- Collaborated with housekeeping to ensure timely room availability and cleanliness standards were met consistently.
- 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.
Front End Supervisor
Marshalls
Jackson, TN
03.2012 - 08.2020
- Supervised daily operations to ensure efficient workflow and adherence to company policies.
- Trained and mentored new team members on customer service protocols and store standards.
- Implemented inventory management practices to optimize stock levels and minimize shortages.
- Coordinated visual merchandising strategies to enhance product presentation and drive sales.
- Resolved customer inquiries and complaints, fostering positive shopping experiences.
- Conducted regular performance evaluations to identify areas for improvement among staff.
- Led team meetings to communicate goals, updates, and best practices for operational efficiency.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 6 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Team Lead
Sears Warehouse
Manteno, IL
02.1997 - 04.2011
- Oversaw daily warehouse operations, ensuring efficiency and adherence to safety protocols.
- Trained and mentored junior staff on best practices and operational procedures.
- Implemented process improvements resulting in streamlined workflows and reduced operational delays.
- Coordinated inventory management, optimizing stock levels to meet demand fluctuations.
- Conducted regular performance evaluations to enhance team productivity and morale.
- Facilitated communication between departments to improve collaboration and problem-solving efforts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Education
High School Diploma -
Rich Central High School
Olympia Fields, ILSkills
- Guest communication
- Listening skills
- Writing and verbal communication
- Complaint handling
- Guest inquiry resolution
- Patience and composure
- Guest services
- Check-in and Check-out procedures
Languages
English
Full Professional
Timeline
Guest Service Agent
Unifi Aviation
09.2023 - 01.2026
Front Desk Agent
Country Inns & Suites
10.2020 - 09.2023
Front End Supervisor
Marshalls
03.2012 - 08.2020
Team Lead
Sears Warehouse
02.1997 - 04.2011
High School Diploma -
Rich Central High School