Carly Pomeroy
Willowbrook
Summary
Dynamic hotel professional with extensive experience at Crowne Plaza Hotel & Resorts, excelling in customer service and payment handling. Proven ability to resolve guest complaints swiftly, enhance guest relations, and train new staff effectively. Recognized for maintaining high standards of organization and calmness under pressure, ensuring exceptional guest experiences.
Experienced with guest services and front desk management. Utilizes strong interpersonal skills to ensure guest satisfaction and resolve issues promptly. Knowledge of hotel booking systems and front office operations, contributing to smooth daily functions and positive guest experience.
Overview
10
10
years of professional experience
Work History
Hotel Front Desk Clerk
Crowne Plaza Hotel & Resorts
08.2021 - Current
- Answered phone calls and responded to inquiries from guests or other departments in a professional manner.
- Maintained daily records of room availability and rates.
- Resolved customer complaints in a timely manner while following company policies and procedures.
- Maintained up-to-date knowledge of hotel products, services, pricing plans and policies.
- Coordinated with housekeeping staff regarding occupancy status of rooms.
- Assisted in training new front desk clerks on proper procedures and protocols.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
Hotel Front Desk Clerk
Iowa House Hotel
03.2019 - 08.2021
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided excellent customer service while upholding company policies.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Resolved customer complaints in a timely manner while following company policies and procedures.
- Ensured that all guest requests were met promptly, courteously and efficiently.
- Maintained up-to-date knowledge of hotel products, services, pricing plans and policies.
- Assisted in training new front desk clerks on proper procedures and protocols.
Housekeeping Supervisor
Iowa House Hotel
03.2019 - 08.2021
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
Stocker/Cashier/Bagger
Standard Market
10.2015 - 05.2017
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Performed inventory control, such as counting, and stocking merchandise.
- Greeted customers and directed to requested products.
- Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
- Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
- Contributed to store cleanliness, ensuring aisles were free from clutter and hazards for shopper safety.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Naperville Central High Scool
Naperville, IL05-2017
Skills
- Customer service
- Payment handling
- Guest relations
- Property management systems
- Hotel Experience
- Organizational Skills
- Problem Solving
- Management
- Phone Etiquette
- Multitasking
- Dependable and responsible
- Calm under pressure
Timeline
Hotel Front Desk Clerk
Crowne Plaza Hotel & Resorts
08.2021 - Current
Hotel Front Desk Clerk
Iowa House Hotel
03.2019 - 08.2021
Housekeeping Supervisor
Iowa House Hotel
03.2019 - 08.2021
Stocker/Cashier/Bagger
Standard Market
10.2015 - 05.2017
High School Diploma -
Naperville Central High Scool
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