Charlene Moses
Front Desk Agent / Customer Service Rep
Philadelphia,PA
Summary
Seasoned Front Desk Agent and Shift Manager, notably with Alloy Doubletree Hilton, adept in guest relations and hospitality services. Excelled in training staff and enhancing guest experiences, ensuring a 20% increase in customer satisfaction. Skilled in reservations and front office support, I bring a blend of strong communication and leadership to exceed employer expectations.
Overview
36
36
years of professional experience
Work History
Front Desk Agent
Alloy Doubletree Hilton
King Of Prussia, PA
03.2016 - Current
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Kept accurate records of guest transactions.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Ensured that all safety regulations were followed according to company standards.
- Managed cash drawer responsibly throughout shift.
- Resolved customer complaints promptly and courteously.
- Verified customer credit to establish payment method for accommodations.
- Assisted guests at check-in, providing information on various services within hotel.
- Kept records of room availability and guest accounts, manually or using computers.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Posted incidental charges to ledgers, manually or by using computers.
Shift Manager
Popeyes Chicken
Philadelphia, PA
10.2005 - 09.2009
- Managed schedules, accepted time off requests and maintained coverage for shifts.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Trained new employees on company policies, procedures, and job responsibilities.
- Assisted in resolving escalated customer service issues in a timely manner.
- Resolved conflicts between employees or customers in a professional manner.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Taught staff upselling techniques to meet revenue targets.
- Ensured compliance with food safety regulations and quality standards.
- Reinforced rules to promote superior employee performance.
- Directed and coordinated production activities, encouraging employees to meet specifications.
- Responded quickly and effectively to emergency situations as they arose.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Identified needs of customers promptly and efficiently.
Front Desk Agent
Valley Forge Hilton Hotel
King Of Prussia, PA
02.1989 - 09.2005
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Kept accurate records of guest transactions.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Ensured that all safety regulations were followed according to company standards.
- Managed cash drawer responsibly throughout shift.
- Resolved customer complaints promptly and courteously.
- Verified customer credit to establish payment method for accommodations.
- Assisted guests at check-in, providing information on various services within hotel.
- Kept records of room availability and guest accounts, manually or using computers.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Posted incidental charges to ledgers, manually or by using computers.
- Provided excellent customer service while upholding company policies.
- Processed payments accurately and efficiently.
- Transmitted and received messages using telephones or telephone switchboards.
Education
GED -
Charleston Job Corps Center
08-1979
Skills
- Credit and cash payments
- Room assignments
- Guest amenities
- Hospitality services
- Reservations
- Training and mentoring
- Guest relations
- Reservation systems
- Front office support
Timeline
Front Desk Agent
Alloy Doubletree Hilton
03.2016 - Current
Shift Manager
Popeyes Chicken
10.2005 - 09.2009
Front Desk Agent
Valley Forge Hilton Hotel
02.1989 - 09.2005
GED -
Charleston Job Corps Center
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