CHELSEA ROFFMAN
Mastic,NY
Summary
Polished and detail-oriented Front Desk Agent with management training with over 10 years of experience in the hospitality industry, specializing in delivering exceptional guest service and optimizing front desk operations. Committed to maintaining high standards of service and professionalism, with a strong ability to handle challenges and resolve issues promptly. Seeking to leverage expertise to contribute to a forward-thinking hospitality organization.
Overview
9
9
years of professional experience
Work History
Front Desk Manager in Training
Aqua Beach Hotel
03.2024 - Current
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Contributed to Aqua’s success, receiving consistent positive reviews on Google for exceptional service and hospitality.
- Successfully booked three wedding blocks, enhancing hotel revenue and creating a comprehensive Aqua Room Block document.
- Increased daily bookings and actively pursued new guest opportunities, driving additional income for the hotel.
- Initiated partnerships with local wineries and restaurants to offer discounts, enriching guest experiences.
- Developed a comprehensive wine tour tutorial to enhance staff knowledge and service quality.
- Created a checklist for room checks, streamlining operations and ensuring efficiency and consistency.
- Collaborated with maintenance staff to identify and prioritize maintenance tasks, improving hotel conditions and guest satisfaction.
- Demonstrated commitment to continuous improvement and organizational development, aiming for future management opportunities.
Customer Service Representative
Europastry
10.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Front Desk Agent
The Charlesmark Hotel
06.2021 - 08.2022
- Welcome guests upon their arrival and assign rooms
- Perform all check-in and check-out tasks
- Provide information about our hotel, rates, and amenities
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guest’s needs
- Coordinate with maintenance when requests to be completed by doing daily room checks
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Catering Coordinator/Barista Shift Lead
Brothers And Sisters Co.
12.2018 - 06.2021
- Served customers quickly and efficiently and created strategies to prevent delays.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and thorough cleanliness and sanitation of space.
- Developed catering menu and established relationships with corporate companies
- Collaborated with cafe management to design and implement promotional strategies for cafe items.
Tasker
Tasker, Task Rabbit
05.2017 - 12.2018
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Consulted with customers to assess needs and propose optimal solutions.
- Collaborated closely with clients to better understand entire project scope.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
Workplace Experience Coordinator
Sonos Co
01.2017 - 05.2017
- Coordinated logistics to support internal events such as conference room bookings and furniture set-up
- Developed relationships with new and existing vendors to ensure adequate service and food quality
- Negotiated with vendors to control costs and create menu variety
Audience Services Associate
Boston Lyric Opera
07.2016 - 12.2016
- Streamlined direct office operations by implementing update packaging/will call procedures
- Created online event calendar relationships to expand marketing growth
- Server
Server
Parish Cafe
08.2015 - 07.2016
- Trained new servers and, on guest service expectations, proper food handling and restaurant protocols
- Appropriately suggested new menu items to customers to increase sales
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
Education
Liberal Studies
SUNY PURCHASE COLLEGE
Purchase, NYSkills
- Active Listening
- Microsoft Word
- InnRoad Hotel Management System
- Conflict Resolution
- Problem-Solving Ability
- Managing Multiple Tasks
- Customer Relationship Management
Timeline
Front Desk Manager in Training
Aqua Beach Hotel
03.2024 - Current
Customer Service Representative
Europastry
10.2022 - 02.2024
Front Desk Agent
The Charlesmark Hotel
06.2021 - 08.2022
Catering Coordinator/Barista Shift Lead
Brothers And Sisters Co.
12.2018 - 06.2021
Tasker
Tasker, Task Rabbit
05.2017 - 12.2018
Workplace Experience Coordinator
Sonos Co
01.2017 - 05.2017
Audience Services Associate
Boston Lyric Opera
07.2016 - 12.2016
Server
Parish Cafe
08.2015 - 07.2016
Liberal Studies
SUNY PURCHASE COLLEGE
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