Guest Service Experience
Benjamin Marston
Bellingham,WA
Summary
Managed front desk operations at Four Points by Sheraton Bellingham, supporting initiatives to improve guest satisfaction and operational efficiency. Assisted in enhancing service quality and workflow processes. Built strong relationships with guests, contributing to increased repeat business. Collaborated with team members while upholding cleanliness standards in a custodial role at Western Washington University. Gained experience in business administration and reception at Hub International Insurance Company.
Overview
20
20
15
15
Management Experience
1
1
Human Resource Management
1
1
Visual Communications
1
1
Janitorial and Commercial Custodial
Work History
Custodian 1
Western Washington University
01.2022
- Cleaned and sanitized hallways, common areas and restroom facilities on campus
- Used custodial floor cleaning machines to buff floors and shampoo carpets
- Sanitized COVID-19 testing areas to ensure the safety of students and faculty
- Worked individually as well as on a team
Reception/Front Desk/Office Admin
HUB International Insurance
01.2019
- Greeted all guests with exceptional customer service
- Sorted company emails and confidential files along with US mail as well
- Directed calls to agents through a switchboard phone service between offices
- Kept office clean, dusted and stocked with supplies through inventory and ordering
Front Desk Manager
Four Points By Sheraton Hotel And Conference Center
09.2018 - 01.2020
- Managed front desk operations, ensuring exceptional guest experiences and efficient check-in/check-out processes.
- Supervised staff activities, fostering a collaborative environment and enhancing team performance.
- Implemented training programs for new employees, promoting service excellence and operational consistency.
- Resolved guest complaints swiftly, maintaining high satisfaction levels and fostering positive relationships.
- Coordinated communication between departments to ensure seamless service delivery and operational efficiency.
- Monitored inventory levels of supplies, optimizing stock management for front desk operations.
- Analyzed guest feedback trends, recommending strategic improvements to enhance overall service quality.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Associate of Business - Business Student
Whatcom Community College
Bellingham, WashingtonHigh School Diploma -
Port Townsend High School
Port Townsend, Washington01.2000
Skills
- Assisted guest service teams in delivering high-quality support
- Communicated effectively with team members and guests to enhance service experience
- Maintained attention to detail in all tasks
- Arrived punctually for all scheduled shifts
- Achieved high accuracy in task completion
Timeline
Custodian 1
Western Washington University
01.2022
Reception/Front Desk/Office Admin
HUB International Insurance
01.2019
Front Desk Manager
Four Points By Sheraton Hotel And Conference Center
09.2018 - 01.2020
Associate of Business - Business Student
Whatcom Community College
High School Diploma -
Port Townsend High School