Summary
Overview
Work History
Education
Skills
Additional Skills Competencies
Honors Awards
Languages
Timeline
Generic

Cassandra Evelyn

Brooklyn,PA

Summary

Highly organized analytical professional with superior goal setting, decision-making, and problem solving skills. 15+ years experience in customer service, guest relations, account management and hospitality. Solid reputation for having positive impact on both internal and external support and overall productivity. Keeps pace with changes in various industries and evolving needs. Strong ability to identify, develop and sustain a network of people and other resources for tasks. Able to execute strategic initiatives in a methodical approach. Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over twenty five years of industry experience.

Overview

21
21
years of professional experience

Work History

Guest Service Agent/Concierge

Wyndham Midtown 45 Resort
12.2014 - 06.2023


  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
  • Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
  • Maximized revenue by upselling room upgrades and additional services.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Developed strong relationships with repeat customers, fostering loyalty and return visits.
  • Managed group bookings to ensure seamless organization of events and accommodations.
  • Coordinated transportation arrangements for guests, including airport pick-ups and drop-offs as needed.
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Participated in ongoing training programs to stay current on industry trends and best practices in hospitality services.
  • Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
  • Improved guest experience scores by consistently delivering exceptional service through active listening skills.
  • Streamlined check-in processes for increased efficiency and reduced wait times.
  • Answer guest inquires about hotel services, facilities and hours of operation in a timely manner
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Collected room deposits, fees, and payments.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Scheduled and confirmed restaurant reservations for guests.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Ensure logging and delivery of packages, mail and messages to guests and meeting rooms
  • Review front office log and trace file daily
  • Answer any booking inquires from guests regarding restaurants, transportation, and entertainment
  • Use proper two-way radio etiquette at all times when communicating with other employees
  • Able to operate all relevant aspects of the Front Desk computer system
  • Complete shift reports room rate verification, credit balance and housekeeping report
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Monitored inventory levels of office supplies and promotional materials, placing orders as necessary for timely replenishment.

Group Rooms/Revenue Coordinator

Omni CNN Atlanta
05.2013 - 07.2014
  • Worked closely with Director of Revenue Management (DORM), Front Office Manager, Conference Planner and Sales Managers
  • Attended weekly group resume, issue prevention, convention services/revenue and group pre-con meetings
  • Managed contracted group to meet their block goals and ensure groups are not exceeding without authorization
  • Uploaded group rooming list any secondary rooming list updates and changes
  • Ensured group’s rooms, suites and VIP’s assignments according to group contract
  • Communicated with other departments in regards to group cute off dates, hotel availability, rates and any special group request
  • Reviewed nightly billing no shows, late cancelations, prepaid nonrefundable deposits and refunds in a timely manner
  • Processed credit card authorization forms, checks and money wire
  • Handled reservations amendments rate change, direct billing and updating group’s and third party block profiles
  • Processed all travel agents and group commission and rebate requests weekly
  • Ensured correct rate, package allocations and setup billing routing
  • Grouped audits for maintaining group history and tracking purposes
  • Kept groups within contacted numbers and sending daily group pickup reports to group contact
  • Communicating with other departments in regard to group cut off dates availability, changes, VIP’s and special request
  • Booking in house group reservations and maintain an ongoing relationship with loyal clientele.

Event Group Sales Coordinator

Meliá Hotel Atlanta
05.2012 - 03.2013
  • Supported and assisted the sales department and sales and marketing director in daily administrative duties
  • Notified sale and marketing director on pricing specials to encourage new client growth
  • Participated in trade shows by setting up a booth and soliciting travel agencies
  • Developed and updated leadership schedule and calendars
  • Booked travel arrangements such as air, hotel, and ground transportation in and out the country
  • Prepared expense report and submitting reports to accounting for sales mangers reimbursement
  • Ensured repeat business and follow up with each client to ensure they received a good experience
  • Arranged dates for the conventions or events with the client
  • Used viral marking techniques to drive new business by utilizing the emails captured through the hotel's website, passkey and using social networking sites to gather new clients
  • Interacted with guests, clients, and associates to ensure excellent guest service and to communicate the goals of the department
  • Received incoming calls, handling guest and associate requests, maintaining various tracking and filing systems, generating reports and acting as a liaison between departments
  • Created proposals and contracts for sales managers and clients
  • Tracked data and formulated reports for each sales mangers market’s productivity
  • Managed all TTO, sports, entertainment and major group room blocks
  • Reported group pick up data to sales managers and client
  • Arranged bus parking permits for all major groups arriving on charter and tour buses
  • Submitted commissions and rebate amounts to accounting after a group actualized.

Front Desk/Convention Service Agent

Emory Conference Center and Emory Inn Hotel
03.2011 - 05.2012
  • Pre-registered assign incoming hospital patients and families base on special needs and request
  • Checked for patient’s medical supplies and other special requests are placed in the room
  • Booked reservations for patients, conference meetings groups and third party reservations
  • Preformed credit check, verified sufficient credit for each guest, resolved all credit issues and refunds
  • Ensured online third party and direct bill reservations have been charged advance deposits
  • Responsible for faxing, copying and printing meeting documents for meeting attendees
  • Arranged car services from and to airport and booking fine dining for Atlanta restaurant
  • Distributed letters and currier packages for guest and meeting attendees.

Front Desk Agent

Westin Hotels and Resorts
09.2010 - 04.2011
  • Served as liaison between Westin and third party sales companies such as Travelocity, Hotwire and Orbitz
  • Supported Sales in opening new accounts and by personally taking care of new accounts by providing tours of property
  • Ensured guest rooms and banquet rooms were up to company standards
  • Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.

Front Desk Agent

Holiday Inn University
04.2010 - 02.2011
  • Created and set up direct billing accounts for third party reservations for Norfolk Southern, Delta Airlines, Expedia, Hotwire and Priceline
  • Closed out direct bill accounts, taking payment, settling monthly group event accounts and creating new accounts for the new billing period
  • Created daily and monthly airport shuttle schedule for airline arrival and departure and provided aircrew with wake-up call times for departures
  • Prepared and distributed airline crew financial allowance
  • Posted airline crew daily financial deductions to master account
  • Assigned rooms for aircrew, preparing keys and crew sign in sheets for aircrew arrivals.

Front Desk Agent/PBX Operator/Concierge/Banquet Server

Brooklyn Bridge Marriott
09.2002 - 04.2010
  • Trained new employees on hotel computer system, company policies
  • Provided tips and programs for better customer service
  • Assisted guests with reservations; Understood and solved guests issues
  • Answered high volumes of calls daily volume
  • Maintained secretarial duties as needed, such as, faxing documents, photo copying, and filing.

Education

Hospitality

New York Tech
Brooklyn, NY
01.2002

Skills

  • Hospitality Services
  • Hospitality Best Practices
  • Guest Relations
  • Ticket Sales
  • Property Management Systems
  • Cash handling experience
  • Empathy and understanding
  • VIP guest services
  • Telephone etiquette
  • Adaptability and flexibility
  • Payment Processing
  • Flexible Schedule
  • Reservation Management System
  • Key Management System
  • Meeting room setup
  • Excellent communication
  • Positive attitude
  • Sales techniques
  • Emergency response
  • Time management
  • Team player mentality
  • Event coordination
  • Housekeeping coordination
  • Transportation arrangements
  • Attention to detail
  • Organizational skills
  • Special requests handling
  • Strong interpersonal skills
  • Tour bookings
  • Security Awareness
  • Cleaning and Sanitizing
  • Guest Communication
  • Team Building and Supervision
  • Listening Skills
  • Issue Resolution
  • Payment Collection
  • Check-In and Check-Out Procedures
  • Cash Management
  • Customer Rapport
  • Local Attraction Knowledge

Additional Skills Competencies

  • Microsoft Word
  • Marsha
  • LightSpeed
  • Access
  • PowerPoint
  • Adobe
  • Excel
  • Outlook
  • PMS
  • Opera
  • Galaxy
  • Focus
  • Citrix
  • PBX
  • Epitome
  • Passkey
  • Saflok
  • Fosse

Honors Awards

Marriott “Spirit to Serve” Award, Due to recognition from numerous guests for my top customer service

Languages

Spanish
Limited Working

Timeline

Guest Service Agent/Concierge

Wyndham Midtown 45 Resort
12.2014 - 06.2023

Group Rooms/Revenue Coordinator

Omni CNN Atlanta
05.2013 - 07.2014

Event Group Sales Coordinator

Meliá Hotel Atlanta
05.2012 - 03.2013

Front Desk/Convention Service Agent

Emory Conference Center and Emory Inn Hotel
03.2011 - 05.2012

Front Desk Agent

Westin Hotels and Resorts
09.2010 - 04.2011

Front Desk Agent

Holiday Inn University
04.2010 - 02.2011

Front Desk Agent/PBX Operator/Concierge/Banquet Server

Brooklyn Bridge Marriott
09.2002 - 04.2010

Hospitality

New York Tech

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Cassandra Evelyn