Cassie Whiteman
Cheney
Summary
Experienced Front Desk Agent with over 5 years in hospitality, specializing in customer service and conflict resolution. Proficient in managing reservations and guest inquiries using systems such as Opera, Synix, and Fosse. Known for strong organizational skills and ability to thrive in fast-paced environments, ensuring efficient check-in/check-out processes and fostering positive guest relationships. Committed to enhancing guest satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Days Inn Hotel
Airway Heights
03.2023 - 11.2025
- Greeted guests warmly and efficiently upon arrival at the hotel.
- Managed reservations and room assignments using hotel management software.
- Resolved guest inquiries and issues promptly, enhancing overall satisfaction.
- Assisted with check-in and check-out processes for a smooth guest experience.
- Maintained cleanliness and organization of the front desk area at all times.
- Collaborated with housekeeping to coordinate room availability and special requests.
- Processed payments securely and accurately, ensuring seamless transactions for hotel services.
- Provided local area information and recommendations to enhance guest stays.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Resolved customer complaints promptly and courteously.
- Inputted guest information into computer system accurately and securely.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Maintained cleanliness of lobby area at all times.
- Coordinated with colleagues to maintain efficient operations at the front desk.
- Provided information about hotel amenities, services, and local attractions.
- Verified accuracy of room rates and other charges during check-in process.
- Scheduled reservations for groups and special events.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Monitored security cameras in lobby area as needed.
- Assisted with luggage handling for incoming guests.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Entered and confirmed guest reservations into the hotel management system.
- Kept records of room availability and guest accounts, manually or using computers.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Computed bills, collected payments and made change for guests.
- Verified customer credit to establish payment method for accommodations.
- Arranged tours, taxis or restaurant reservations for customers.
- Posted incidental charges to ledgers, manually or by using computers.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
Front Desk Agent
Ramada hotel
Spokane
02.2022 - 03.2023
- Greeted guests warmly and efficiently upon arrival at the hotel.
- Managed reservations and room assignments using hotel management software.
- Addressed guest inquiries and resolved issues promptly, contributing to overall guest satisfaction.
- Assisted with check-in and check-out processes for a smooth guest experience.
- Maintained cleanliness and organization of the front desk area at all times.
- Collaborated with housekeeping to coordinate room availability and special requests.
- Processed payments accurately and securely for various hotel services.
- Shared local area information and tailored recommendations to enhance guest experiences.
- Answered phones, responded to inquiries, and took messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Managed customer complaints with prompt resolution, fostering a welcoming atmosphere.
- Inputted guest information into computer system accurately and securely.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided information about hotel amenities, services, and local attractions.
- Verified accuracy of room rates and other charges during check-in process.
- Scheduled reservations for groups and special events.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Kept accurate records of guest transactions.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Ensured that all safety regulations were followed according to company standards.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Monitored security cameras in the lobby area.
- Assisted with luggage handling for incoming guests.
- Greeted guests upon arrival, registered them in the system, and assigned appropriate rooms based on availability.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Input and confirmed reservations for guests.
- Kept records of room availability and guest accounts, manually or using computers.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Computed bills, collected payments and made change for guests.
- Verified customer credit to establish payment method for accommodations.
- Issued room keys and escort instructions to bellhops.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Arranged tours, taxis or restaurant reservations for customers.
- Posted incidental charges to ledgers, manually or by using computers.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
Education
GED -
Havermale Alternitive
Spokane, WA06-2006
Skills
- Front desk operations
- Reservation management
- Guest services
- Guest relations
- Check-in procedures
- Room assignments
- Reservations
- Payment processing
- Cash handling
- Credit and cash payments
- Invoicing and billing
- Housekeeping
- Hospitality service expertise
- Guest accommodations
- Hotel software
- POS systems
- Automated telephone systems
- Safety and security procedures
- Local area knowledge
- Transportation information
- Issue documentation
- Reporting skills
- Documentation
- Office management
- Team collaboration
- Conflict resolution
- Effective communication
- Time management
- Attention to detail
- Problem solving
- Team building
- Training and mentoring
- Marketing
- Effective planning
- Verbal communication
- Listening skills
- Guest amenities
- Word processing
- Supply replenishment
- Mail and packages
- Front office support
- Front desk management
- Tourism knowledge
- Negotiation
- Serve guests
- Information protection
- Conflict resolution
- Invoicing and billing
- Serve guests
- Negotiation
- Coordinate housekeeping
Timeline
Front Desk Agent
Days Inn Hotel
03.2023 - 11.2025
Front Desk Agent
Ramada hotel
02.2022 - 03.2023
GED -
Havermale Alternitive