Curtis Farmer
Chicago,IL
Summary
Friendly and courteous Front Desk Agent seeks employment with an hotel. Consistently delivers first-rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty. Highly skilled in quickly processing hotel reservations and check-in and check-out procedures. Fast learner with experience in OnQ, Opera, and FOSSE PMS. Courteous Front Desk Agent adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service. Over 10 years in the hospitality industry. Dynamic Hotel Desk Clerk highly successful at juggling multiple priorities at any given time while delivering superb service with a smile. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Front Desk Agent
Santa Fe Station Hotel and Casino
Las Vegas, NV
01.2022 - 07.2023
- Contacted housekeeping or maintenance staff to report room or building issues.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Facilitated successful front desk operations for high-volume hotel.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Responded to inquiries and room requests made online, by phone and via email.
- Assisted guests at check-in, providing information on various services within hotel.
- Input and confirmed reservations for guests.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Issued room keys and escort instructions to bellhops.
Night Audit Supervisor
Embassy Suites
Pasadena, CA
04.2019 - 11.2021
- Checked food and beverage calculations to account for each payment and make corrections.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Maintained up-to-date knowledge on hotel policies, procedures, services, special offers. to provide accurate information to customers when needed.
- Evaluated existing processes for night audit operations to identify areas for improvement and make recommendations accordingly.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Completed nightly updates to hotel rates and individual room charges.
- Assessed machine tape and report data to determine accurate cash figure.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
Front Desk Agent
Comfort Inn & Suites
Austin, TX
12.2017 - 02.2019
- Maintained cleanliness of lobby area at all times.
- Posted incidental charges to ledgers, manually or by using computers.
- Leveraged software to confirm reservations and address guest needs.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
Front Desk Associate
Holiday Inn express/Hotel Cass
Chicago, IL
01.2015 - 10.2017
- Answered phone and emails to make reservations and take guest information.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Kept records of room availability and guest accounts, manually or using computers.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Offered dining information and helped guests organize local activities to enhance stay.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Front Desk Agent
Springhill Suites
Burr Ridge, IL
09.2013 - 09.2014
- Recorded guest comments or complaints, referring customers to managers as necessary
- Assisted guests with any special requests during their visits
- Contacted housekeeping or maintenance staff when guests reported problems
- Processed guest payments for room charges, food and beverage charges and phone charges
- Greeted and registered guests and issued room keys
- Recommended top dining and entertainment options for guests in the Burr Ridge area
- Balanced all rebates and other miscellaneous charges
- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
- Monitored room availability using FOSSE.
Evening Experience Designer
Amalfi Hotel Downtown Chicago
Chicago, IL
07.2012 - 08.2013
- Addressing all daily guest concerns in the hotel
- Overseeing the Front Desk, Front Service and Valet Parking staff assisting with checking in/out all guests
- Improved customer service ratings through providing excellent service
- Greeted and welcomed all hotel guests with a smile
- Accommodated guests requests
- Executed an average of 30 prompt wakeup calls each morning
- Escorted guests to their assigned rooms, including transporting their luggage
- Processed multiple telephone and walk-in reservations nightly
- Reviewed account information and charges with guests during check-out
- Resolved service-related problems in a timely manner
- Solicited feedback through questionnaires to evaluate levels of guest satisfaction
- Delivered messages, mail and packages left for guests and hotel facilities in a timely manner
- Greeted and registered guests and issued keys
- Made and confirmed reservations
- Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers
- Verified customers' credit and established how the customer would pay for the accommodation
- Computed bills, collected payments and made change for guests
- Recommended top dining and entertainment options for guests in the Chicago area.
Night Auditor/Accountant
Hampton Inn and Suites Downtown Chicago
Chicago, IL
06.2007 - 07.2012
- Provide friendly, efficient and hospitable service at the front desk
- Provide efficient and friendly check-in and check-out service
- Run the night audit process through the Hilton OnQ system
- Greet guests immediately with a friendly and sincere welcome
- Use a positive and clear speaking voice, listen attentively to understand requests
- Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information to guests reservation
- Verify and swipe credit cards for authorization using electronic acceptance methods
- Handle cash, make change and balance an assigned house bank
- Accept and record vouchers, traveler checks, and other forms of payment
- Post charges to guest suites and house accounts using the computer
- Promptly answer the telephone using positive and clear English communication
- Input messages into the computer
- Retrieve messages, mail and facsimiles for guests as requested
- Remain calm and alert, especially.
Education
High School Diploma -
Gwendolyn Brooks College Preparatory
01.2004
Skills
- Exceptional customer service
- Cash handling expertise
- Conflict resolution
- Data entry
- Superb interpersonal skills
- Multi-line switchboards
- Sales experience
- Reliable
- Guest Relations
- Hospitality Services
- Customer Service
- POS Systems
Accomplishments
- Managed a 230 room hotel overnight.
- Earned "Employee of the Month" at Amalfi Hotel in March 2013.
- Managed front desk operations with a staff of four.
Timeline
Front Desk Agent
Santa Fe Station Hotel and Casino
01.2022 - 07.2023
Night Audit Supervisor
Embassy Suites
04.2019 - 11.2021
Front Desk Agent
Comfort Inn & Suites
12.2017 - 02.2019
Front Desk Associate
Holiday Inn express/Hotel Cass
01.2015 - 10.2017
Front Desk Agent
Springhill Suites
09.2013 - 09.2014
Evening Experience Designer
Amalfi Hotel Downtown Chicago
07.2012 - 08.2013
Night Auditor/Accountant
Hampton Inn and Suites Downtown Chicago
06.2007 - 07.2012
High School Diploma -
Gwendolyn Brooks College Preparatory
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