Catherine Leahy
Cape Fair,MO
Summary
Dynamic professional with a proven track record at HCW Hospitality, excelling in customer service and problem-solving. Mastered guest relations and hospitality services, enhancing guest experiences and fostering repeat business. Skilled in Microsoft Office and effective communication, I significantly contributed to team success and operational efficiency. Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
HCW Hospitality
03.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
PBX Operator, Guest Service Agent
HCW Hospitality
03.2007 - Current
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Trained and mentored new PBX operations employees.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
Education
High School Diploma -
Hazelwood Sr High
Florissant Mo06-1973
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Microsoft office
- Front office support
- POS systems
- Clerical duties
- Room assignments
- Registration processing
- File management
- Hospitality best practices
- Reservations
- Training and mentoring
- Conflict management
- Tourism knowledge
- Mail and packages
- Office management
- Payment oversight
- Phone and email etiquette
- Teamwork and collaboration
- Detail-oriented
- Computer skills
Timeline
Front Desk Agent
HCW Hospitality
03.2024 - Current
PBX Operator, Guest Service Agent
HCW Hospitality
03.2007 - Current
High School Diploma -
Hazelwood Sr High
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