Concierge/ Front Desk
Walt Disney World Resort
07.2011 - 08.2017
- Facilitated and coordinated transportation services for guests.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Provided accurate information regarding local attractions, restaurants and activities.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Created welcoming and comfortable environment for guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Upheld hotel policies and procedures by providing high level of customer service.
- Managed check-in and check-out procedures for guests.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees, and payments.
- Scheduled and confirmed restaurant reservations for guests.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Assisted guests with variety of services and local attraction information.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Handled customer complaints to satisfy and retain guests.
