Crystal O’Dell
Cheyenne
Summary
Guest-focused hospitality professional with 1–2 years of front desk and guest service experience in a hotel environment. Proven ability to deliver courteous, sincere service, resolve guest concerns, manage cash accurately, and operate property management systems. Strong knowledge of hotel operations, safety procedures, and brand loyalty programs. Seeking growth into a Guest Service Manager role where leadership, service excellence, and operational expertise can contribute to guest satisfaction and hotel success.
Overview
3
3
years of professional experience
Work History
Guest Services Representative
Holiday Inn Express & Suites
10.2023 - Current
- Provide courteous, professional, and sincere hospitality to all guests, ensuring a positive and welcoming experience
- Greet guests and manage check-in and check-out processes using the computerized Property Management System (PMS)
- Answer guest questions regarding hotel services, room rates, amenities, and local attractions, restaurants, and shopping
- Handle guest complaints and concerns professionally, resolving issues promptly or escalating when necessary
- Promote and enroll guests in company and brand loyalty programs
- Accurately handle cash transactions, make change, balance cash drawer, and complete shift deposits
- Operate the switchboard using proper telephone etiquette; take and relay messages accurately with time and date noted
- Record and complete guest wake-up calls
- Take reservations and cancellations by phone, in person, fax, and computer system
- Complete all required documentation, including guest registration, room charges, and check-in/check-out paperwork
- Review and maintain front desk logs and shift activity records
- Actively participate in hotel safety and security procedures, immediately reporting hazards or concerns
- Maintain front desk security and remain aware of hotel lock and access changes
- Assist with maintaining safe exterior conditions, keeping entrances and sidewalks reasonably free of snow and ice
- Supported customer loyalty enrollment and promotional programs
Server / Food Prep / Hostess
TJoe’s Steak House
05.2023 - 12.2024
- Delivered exceptional customer service in a fast-paced restaurant environment
- Managed guest seating, food preparation support, and table service responsibilities
- Resolved guest concerns with professionalism and efficiency
- Demonstrated strong multitasking and teamwork skills during high-volume service periods
- Handled cash and point-of-sale transactions accurately
- Maintained a dependable, positive, and eager-to-learn work ethic
Education
GED -
Hospitality Training -
Skills
- Guest Relations & Customer Satisfaction
- Front Desk Operations & PMS Systems
- Conflict Resolution & Problem Solving
- Cash Handling & Shift Balancing
- Check-In / Check-Out Procedures
- Brand Loyalty Program Enrollment
- Phone Etiquette & Switchboard Operations
- Reservations & Cancellations
- Safety & Security Awareness
- Teamwork & Multitasking
Timeline
Guest Services Representative
Holiday Inn Express & Suites
10.2023 - Current
Server / Food Prep / Hostess
TJoe’s Steak House
05.2023 - 12.2024