Summary
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Christina Mason

Baltimore,MD

Summary

Dynamic customer service professional with a proven track record at Hilton Suites Ocean City Oceanfront, excelling in conflict resolution and data entry. Recognized for enhancing guest satisfaction through effective communication and training new staff, fostering a collaborative environment that drives loyalty and repeat business.

Work History

Customer Service Representative

Hilton Suites Ocean City Oceanfront
2020 - 2022
  • Assisted guests with check-in and check-out procedures, ensuring seamless experiences.
  • Resolved customer inquiries and complaints efficiently, fostering positive relationships.
  • Shared reliable information regarding hotel features and surrounding attractions to improve guest satisfaction.
  • Collaborated with team members to maintain cleanliness and organization in common areas.
  • Processed reservations using property management systems, ensuring data accuracy and efficiency.
  • Supported front desk operations during peak times, demonstrating adaptability and teamwork.
  • Trained new staff on customer service protocols and hotel policies for consistent service delivery.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Engineering Representative

Princess Royale
2017 - 2018
  • Collaborated with cross-functional teams to enhance engineering processes and resolve technical issues.
  • Conducted thorough analyses of engineering designs, ensuring compliance with industry standards.
  • Assisted in the development and implementation of innovative engineering solutions to improve operational efficiency.
  • Managed project timelines and resources to ensure successful delivery of engineering initiatives.
  • Managed budgets and timelines for large-scale engineering projects, ensuring all resources were allocated effectively to meet objectives.
  • Streamlined communication between departments by implementing standardized reporting methods, improving overall project coordination efforts.
  • Formulated precise cost estimates and project criteria for proposal submissions.
  • Provided input to team lead regarding areas for process and procedural improvement.
  • Wrote, reviewed and edited technical document in accordance with template requirements.

Hotel Front Desk Clerk

Holiday Inn Oceanfront
05.2015 - 2016
  • Welcomed guests upon arrival, creating a positive first impression.
  • Managed reservations using hotel management software, optimizing occupancy rates.
  • Assisted with guest inquiries, providing information on hotel amenities and local attractions.
  • Processed check-outs efficiently, handling billing and payment transactions accurately.
  • Coordinated with housekeeping to maintain room readiness and cleanliness standards.
  • Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained a clean and organized front desk area, creating a welcoming environment for guests.
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
  • Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.

Education

High School Diploma - CEO Program

Kenwood
Baltimore, MD

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Conflict resolution
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Call management
  • Appointment scheduling
  • Paperwork processing
  • Order processing
  • Team development
  • Administrative support
  • Prioritization
  • Staff training
  • Dispute resolution
  • Filing

Timeline

Hotel Front Desk Clerk

Holiday Inn Oceanfront
05.2015 - 2016

Customer Service Representative

Hilton Suites Ocean City Oceanfront
2020 - 2022

Engineering Representative

Princess Royale
2017 - 2018

High School Diploma - CEO Program

Kenwood

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Christina Mason