Celeste Pierce
Peoria,IL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
21
21
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
10.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Front Desk Guest Service Representative
Staybridge Suites Hotel
09.2023 - Current
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Answered hotel phones with professionalism and directed calls appropriately.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Kept accounts in balance and ran daily reports to verify totals.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
Guest Service Representative
Springhill Suites By Marriott
03.2023 - 10.2023
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Greeted guests upon arrival by providing warm welcome.
- Handled customer complaints to satisfy and retain guests.
Front Desk Lead
Four Point By Sheraton
10.2021 - 05.2023
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Trained and supervised employees on office policies and procedures.
- Performed wide-ranging administrative, financial and service-related functions.
- Increased customer service success rates by quickly resolving issues.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Shift Manager
Quality Response Medical Staffing
07.2014 - 03.2020
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Tracked receipts, employee hours, and inventory movements.
- Scheduled staff to establish adequate coverage during peak business hours.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Managed staff hiring, training and supervision.
- Kept accurate and detailed records of personnel progress and productivity.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Teacher's Assistant
Early Learning Child Care Center
03.2009 - 08.2014
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Worked with lead teacher to monitor class schedule and take attendance.
- Supported student learning objectives through personalized and small group assistance.
- Assisted lead teachers with lesson plan creation and materials development .
- Maintained safety and security by overseeing students in recess environments.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
Home Health Aide
IHSS - In Home Supportive Services
10.2005 - 07.2010
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Provided mobility assistance such as walking and regular exercising.
- Assisted disabled clients to support independence and well-being.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Followed nutritional plans to prepare optimal meals.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Administered medication as directed by physician.
Assembly Line Worker
SC2 Inc - Supply Chain Services & Solutions
09.2002 - 08.2005
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Followed protocols to enhance protection and maintain safe work environment.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Performed visual and functional inspection of components to determine quality and identify defects.
- Assisted quality assurance by inspecting items and removing defective parts.
- Boxed, labeled, and transported items to support assembly operations.
- Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Continuously checked products for quality assurance according to strict guidelines.
Education
Associate of Science - Nursing
Illinois Central College
East Peoria, ILSkills
- Automated Telephone Systems
- Credit and Cash Payments
- Information Protection
- Transportation Information
- Guest Relations
- Front Desk Management
- Guest Services
- POS Systems
Timeline
Front Desk Agent
Hampton Inn By Hilton
10.2023 - Current
Front Desk Guest Service Representative
Staybridge Suites Hotel
09.2023 - Current
Guest Service Representative
Springhill Suites By Marriott
03.2023 - 10.2023
Front Desk Lead
Four Point By Sheraton
10.2021 - 05.2023
Shift Manager
Quality Response Medical Staffing
07.2014 - 03.2020
Teacher's Assistant
Early Learning Child Care Center
03.2009 - 08.2014
Home Health Aide
IHSS - In Home Supportive Services
10.2005 - 07.2010
Assembly Line Worker
SC2 Inc - Supply Chain Services & Solutions
09.2002 - 08.2005
Associate of Science - Nursing
Illinois Central College