Cliff Branch
Spirit Lake,IA
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
Work History
Front Desk Agent
Bridges Bay Resort Okoboji
Okoboji, IA
05.2022 - Current
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of [Number] front desk agents and helped to resolve issues arising during shifts.
Cook
Softtail Sallon
Superior, IA
07.2021 - 03.2022
Guest Services Associate
Kwik Star
Spirit Lake, IA
10.2019 - 04.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Desk Agent
Ramada Inn
Spirit Lake, IA
02.2016 - 09.2019
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Education
High School Diploma -
Rule High
Knoxville, TN05.1992
Skills
- Professional Relationships
- Guest Amenities
- Guest Registration
- Registration Processing
- Guest Satisfaction
- Online Bookings Management
- Verifying Reservations
- Posting Charges
- Credit and Cash Payments
- Checking Guests In and Out
- Room Key Issuance
- Creative Solutions
Timeline
Front Desk Agent
Bridges Bay Resort Okoboji
05.2022 - Current
Cook
Softtail Sallon
07.2021 - 03.2022
Guest Services Associate
Kwik Star
10.2019 - 04.2021
Front Desk Agent
Ramada Inn
02.2016 - 09.2019
High School Diploma -
Rule High
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