Colette Grant
Beaverton,OR
Summary
Dynamic professional with a proven track record at Innventures/Homewood Suites by Hilton, enhancing guest satisfaction through exceptional customer service and problem-solving skills. Excelled in hospitality service expertise, driving repeat business and surpassing performance targets. Skilled in Microsoft Office and guest relations, adept at fostering positive relationships and efficiently managing reservations. Reliable [Job Title] well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
43
43
years of professional experience
Work History
Front Desk Agent/Night Auditor
Innventures/Homewood Suites by Hilton
12.2022 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system and enthusiastically greeted callers.
- 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.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Stored guest valuables in safe and individual boxes for security.
- Monitored staff performance and provided feedback and guidance.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Participated in continuous learning opportunities provided by the hotel to enhance professional development and stay current on industry trends.
Machine Operator
Boyd-GM Nameplate
02.2021 - 08.2022
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Operated various types of machinery, contributing to the successful completion of diverse projects.
- Streamlined workflow by maintaining a clean and organized workstation, adhering to safety protocols.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Collaborated with team members to optimize production processes and improve overall performance.
- Maintained open communication lines with supervisors regarding project status updates, potential delays, or any concerns affecting production timelines.
- Adhered to strict quality control measures, guaranteeing consistent product output that met or exceeded customer expectations.
- Provided feedback on equipment performance issues, enabling engineers to develop effective solutions for recurring problems.
Administrative Assistant
Regence Blue Cross Blue Shield of Oregon
05.1981 - 03.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Volunteered to help with special projects of varying degrees of complexity.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Education
High School Diploma -
Sunset High School
Portland, OR06.1980
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening Skills
- Reservation Systems
- Microsoft Office
- Front Office Support
- Clerical duties
- Hospitality best practices
- Reservations
- Training and mentoring
- Inventory Oversight
- Mail and packages
- Transaction Processing
- Computer Skills
- Problem-Solving
- Teamwork and Collaboration
- Phone and Email Etiquette
- Detail Oriented
- Payment Processing
- Relationship Building
- Data Confidentiality
- Payment Collection
- Nightly Audits
- Data Gathering
- Two-Way Radio Operation
- Dining and Amenity Recommendations
- Transportation Arrangements
- Regulatory Compliance
- Attention to Detail
- Problem-solving abilities
Timeline
Front Desk Agent/Night Auditor
Innventures/Homewood Suites by Hilton
12.2022 - Current
Machine Operator
Boyd-GM Nameplate
02.2021 - 08.2022
Administrative Assistant
Regence Blue Cross Blue Shield of Oregon
05.1981 - 03.2013
High School Diploma -
Sunset High School
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