Carol Sue Hilborn
Las Vegas,NV
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Energetic Front Desk Assistant with more than 24 1/2 years of experience helping guests in planning Vacation Dreams Come True.
Overview
44
44
years of professional experience
Work History
Front Desk /Night Auditor/Activities/Concierge Specialist
Marriott Vacations Worldwide Corp.
Newport Coast, CA
05.1999 - 01.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Logged wake-up call requests and set up automatic rings in system.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Performed nightly updates to room charges and rates.
- Kept accounts in balance and ran daily reports to verify totals.
- Balanced hotel accounts and resolved discrepancies.
- Checked requests and room service for accuracy and any needed assistance.
- Reviewed checklist on daily basis and planned shift accordingly.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Documented accounts and logs throughout shift to keep up with all requirements.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues to promote quick remediation.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Arranged for transportation to and from airport, train station and events for visitors.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Supported local sports teams, museums, restaurants and other tourist-oriented spots by promoting events to hotel guests.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
Front Desk Agent
Marriott Hotel & Spa
Newport Beach, CA
10.1996 - 05.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Education
No Degree - Fashion Design
Orange Coast College
Costa Mesa, CAHigh School Diploma -
Kearns High School
Kearns, UT05.1979
Skills
- Welcoming Guests
- Registration Processing
- Check-In and Check-Out Procedures
- Automated Telephone Systems
- Cleaning
- Wake-Up Calls
- Multi-Line Phone Systems
- Report Generation
- Revenue Monitoring
- Cash Handling
- Accounting
- Financial Reporting
- Account Balancing
- Account Auditing
- Charge Posting
- Safety and Security Procedures
Timeline
Front Desk /Night Auditor/Activities/Concierge Specialist
Marriott Vacations Worldwide Corp.
05.1999 - 01.2021
Front Desk Agent
Marriott Hotel & Spa
10.1996 - 05.2019
No Degree - Fashion Design
Orange Coast College
High School Diploma -
Kearns High School