Cassandra Koelle
Naples
Summary
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent
JW Marriott Marco Island Beach Resort-Marco Island, FL
04.2025 - Current
- Manage online, phone and in-person room reservations
- Welcome guests, check them in, distribute room keys and explain the hotel’s amenities
- Take payment from customers
- Respond to guests’ issues and complaints in a friendly, timely manner
- Explain local amenities and attractions to guests
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Assist customers with the planning of special events such as weddings and business conferences
- Arrange specialized services for VIP customers
Spa Attendant
JW Marriott-Marco Island, FL
09.2024 - 04.2025
- Ensuring consistency of service and safety protocols and guest satisfaction at all times
- Acting as a resource to the spa team and guests to ensure the spa facility is well-stocked and tidy at all times
- Provide continuous communication throughout each day, providing constructive information to the spa team
- Manage current in-house linen inventory and communicate low levels to spa team and laundry facility
- Manage tea bar and locker room guest supply inventory to ensure everything is stocked and any needs are communicated immediately to the Spa Director
- Ensure that any maintenance related issues are reported immediately to engineering, logged on the work request sheet, and reported to the Spa Concierge team and Spa Director
- Provide detailed, personal care with each spa guest to ensure a 5-star guest service experience
- Set up spa treatments according to protocol in advance of when they are needed
- Show a great eye for detail and use effective problem solving skills while monitoring the spa facility and spa guest experiences
- Communicate with all guests in a positive and constructive tone to ensure it is well received
- Follow all points of SOP for both opening and closing of the spa facility
- Support safe work habits and a safe working environment at all times
Front Desk Agent
Musée d'Orsay-Paris (75)
05.2020 - 03.2021
- Greeted and checked in guests, ensuring a warm and welcoming experience upon arrival
- Responded to guest inquiries and resolved issues promptly and professionally, maintaining high levels of customer satisfaction
- Maintained a clean and organized front desk area at all times for efficient operations
- Managed incoming calls on a multi-line phone system, directing calls appropriately or taking messages as needed
- Assisted in coordinating group bookings or special events by communicating effectively with event planners or organizers
- Trained new front desk agents on standard operating procedures and customer service best practices
Education
High school diploma -
Marco Island Academy
Marco Island, FL05.2016
Skills
- Guest relations
- Customer service excellence
- Attention to detail
- Communication skills
- VIP guest services
- Front desk operations
- Customer service
- Hospitality services
- Administrative skills
- Microsoft office
- POS systems
- Foreign languages
Certification
Driver's License
Languages
English - Fluent
French - Fluent
Timeline
Front Desk Agent
JW Marriott Marco Island Beach Resort-Marco Island, FL
04.2025 - Current
Spa Attendant
JW Marriott-Marco Island, FL
09.2024 - 04.2025
Front Desk Agent
Musée d'Orsay-Paris (75)
05.2020 - 03.2021
High school diploma -
Marco Island Academy