Cerrisa Pickens
Brooklyn,NY
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 9 years of industry experience.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Split Rock Resort
11.2018 - 10.2023
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
Night Auditor Supervisor
The Bowery House
02.2015 - 10.2018
- Prepared comprehensive reports for management on nightly operational performance, enabling informed decision-making regarding future strategies and improvements.
- Assisted guests with check-in and check-out processes, ensuring a seamless experience during their stay at the hotel.
- Troubleshot technical issues with reservation software as needed, preventing delays in guest services or inaccuracies in billing information.
- Handled sensitive guest information securely, maintaining privacy and trust between the hotel and its clientele.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Education
Associate of Science - Hospitality Management
SUNY Broome Community College
Binghamton, NY07.2019
High School Diploma -
Bedford Academy High School
Brooklyn, NY06.2009
Skills
- Knowledge of PMS; eZee Front desk, Opera, HOTSOS
- Effective Planning
- Hospitality Best Practices
- Local Attraction Knowledge
- Customer Rapport
- Guest Relations
Timeline
Guest Service Agent
Split Rock Resort
11.2018 - 10.2023
Night Auditor Supervisor
The Bowery House
02.2015 - 10.2018
Associate of Science - Hospitality Management
SUNY Broome Community College
High School Diploma -
Bedford Academy High School
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