Colleen Stephens

• Provided exceptional guest service in a luxury hotel setting, ensuring a seamless check-in and check-out process.
• Managed room reservations, cancellations and modifications using Opera PMS to optimize occupancy.
• Responded promptly to guest inquires and requests, delivering personalized solutions to enhance their experience.
• Coordinated with housekeeping and maintenance teams to ensure rooms met high quality standards before guest arrival.
• Handled billing and payment transactions accurately, resolving discrepancies efficiently.
• Maintained knowledge of hotel amenities, promotions, and local attraction's to assist guests effectively.
• Addressed and resolved guest complaints professionally, ensuring satisfaction and retention.

• Ensured safety and comfort of customers onboard aircraft.
• Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
• Resolved passenger conflicts and medical emergencies during flights.
• Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
• Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
• Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
• Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
• Used excellent customer service skills in addressing passengers' needs.

Welcomed each new arrival pleasantly and confirmed reservations and identification.

• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Used internal software to process reservations, check-ins and check-outs.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Maintained clean and organized front desk areas to uphold polished company image.

• Trained and mentored new employees to maximize team performance.
• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
• Managed approximately 30 incoming calls, emails and faxes per day from customers