Celeste Pierce
Peoria,IL
Summary
Experienced Front Desk Agent with background in hospitality and customer service roles. Strong focus on providing stellar service while maintaining efficiency in fast-paced environments. Known for exceptional organizational skills, ability to multitask, and adaptability to varying guest needs. Made significant impact in previous roles through implementation of innovative solutions for improved guest satisfaction.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Springhill Suites By Marriott
Peoria, IL
11.2024 - Current
- Resolved customer complaints promptly and courteously.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Answered phones, responded to inquiries, and took messages.
- Provided excellent customer service while upholding company policies.
- Transmitted and received messages using telephones or telephone switchboards.
- Inputted guest information into computer system accurately and securely.
- Verified customer credit to establish payment method for accommodations.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted, registered and assigned rooms to hotel guests.
Guest Service Representative
Hampton Inn By Hilton
East Peoria, IL
12.2023 - Current
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Answered incoming calls from guests seeking reservations or general information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Greeted walk-in and phone guests, determining interests and needs.
- Resolved customer disputes in a professional manner while maintaining positive relationships.
- Organized special requests such as wake up calls, extra pillows, cribs.
Front Office Manager
Staybridge Suites Hotel
Peoria, IL
09.2023 - 10.2024
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Implemented quality control measures to uphold company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Created and optimized employee schedules for shift coverage.
- Managed budget for front office department, including forecasting and cost control measures.
- Monitored office inventory to maintain supply levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Oversaw CRM updates and backups, report generation, and troubleshooting requisition.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
Lead Supervisor
Four Points Sheraton Hotel
Peoria, IL
05.2021 - 12.2023
- Trained new hires on company policies, procedures, and processes.
- Recruited and trained new employees to meet job requirements.
- Responded to customer questions regarding products, prices and availability.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Documented timecard data, maintenance logs and production logs.
- Evaluated existing systems and procedures regularly for effectiveness and accuracy.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Enforced rules and procedures for accuracy, efficiency and safety.
- Conducted regular team meetings to discuss goals, objectives, and strategies for success.
Caregiver
Home Care Services
Peoria, IL
08.2020 - 04.2021
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Helped clients get in and out of beds and wheelchairs.
- Drove clients to doctors' appointments and social outings.
- Improved patient outlook and daily living through compassionate care.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Assured proper nutrition by preparing meals, grocery shopping and monitoring food consumption levels.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Monitored vital signs and medication use, documenting variances, and concerning responses.
- Assisted clients with maintaining good personal hygiene.
Recruiting Manager
Quality Response Medical Staffing
Cibolo, TX
06.2014 - 08.2020
- Developed comprehensive job applications and onboarding processes to promote smooth candidate recruitment and assimilation.
- Coordinated interviews with qualified applicants and created shortlist.
- Helped with employee transfers and referrals.
- Organized candidate assessment tests when required by the company's policies.
- Reviewed resumes and conducted phone interviews to identify potential candidates.
- Conducted employee performance reviews and implemented corrective actions to increase productivity.
- Assisted in developing job descriptions for new positions within the organization.
- Identified needs of customers promptly and efficiently.
Education
GED -
Robert Morris College
03-2001
Skills
- Room assignments
- Credit and cash payments
- Registration processing
- Problem-solving skills
- Front desk management
- Listening skills
- Customer service
- Word processing
- Microsoft office
- Office management
- Guest relations
- Time management
- Effective planning
- Registration
Timeline
Front Desk Agent
Springhill Suites By Marriott
11.2024 - Current
Guest Service Representative
Hampton Inn By Hilton
12.2023 - Current
Front Office Manager
Staybridge Suites Hotel
09.2023 - 10.2024
Lead Supervisor
Four Points Sheraton Hotel
05.2021 - 12.2023
Caregiver
Home Care Services
08.2020 - 04.2021
Recruiting Manager
Quality Response Medical Staffing
06.2014 - 08.2020
GED -
Robert Morris College
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