Dana McCormick
Marysville,WA
Summary
Seasoned professional in hospitality, customer service, and leadership known for high productivity and efficiency in task completion. Possess specialized skills in customer service, reservation systems, and conflict resolution. Excel at communication, problem-solving, and adaptability, ensuring positive guest experiences and smooth operations in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hotel Front Desk Dual Rate Agent 1&2
Tulalip Resort
Tulalip, WA
07.2024 - Current
- All Agent 1 responsibilities.
- Credit limit checks
- Check routing
- Card status updates
- Prepare packets
- Issue gift cards by phone, mail and in person
- Handle a variety of guest issues making sure they have a remarkable experience
Front Desk Agent
Tulalip Resort Casino
Tulalip , WA
08.2023 - 07.2024
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Issued room keys and escort instructions to bellhops.
- Verified accuracy of room rates and other charges during check-in process.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Provided information about hotel amenities, services, and local attractions.
- Verified customer credit to establish payment method for accommodations.
- Inputted guest information into computer system accurately and securely.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Computed bills, collected payments and made change for guests.
- Managed cash drawer responsibly throughout shift.
- Processed payments accurately and efficiently.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Worked effectively in team environments to make the workplace more productive.
Sales, Service and Distribution Clerk
USPS
Granite Falls, WA
08.2022 - 08.2023
- Accept, process and sort packages and mail from distribution center and multiple delivery companies
- Processed packages and mail for all PO Box’s, changed locks and preformed maintenance as needed
- Helped customers at the counter with all shipping and retail needs
- Took payments and accurately counted down the till and made nightly deposits
Transportation Supervisor
Community Transit
Mukilteo, WA
11.2019 - 07.2022
- Successfully completed extensive supervisor training
- Worked as a dispatch supervisor the last 7 months of employment
- Regularly performed all other duties as a supervisor such as scheduling drivers, road supervisor, employee development, construction and was a very active essential worker during the pandemic
- Ensured fleet vehicles were properly maintained in accordance with manufacturer's specifications.
- Verified that drivers maintained required professional competences, licenses and safety knowledge.
- Dispatched personnel and vehicles in response to telephone or radio reports of emergencies.
Coach Operator
Community Transit
Mukilteo, WA
05.2016 - 11.2019
- Successfully Obtained my CDL
- Graduated the training course at the top of my class
- Safe Driving award 3 years in a row
- Successfully transported riders from point A
- Assisted passengers with boarding and disembarking from the bus.
- Complied with local traffic regulations and safety requirements for bus operation.
- Adhered to strict time requirements for bus route scheduling and reported delays to dispatch.
- Followed prescribed routes accurately according to road signs and maps provided.
- Kept bus orderly with strong control over passenger behaviors.
- Responded to emergency situations in a timely manner while following established procedures.
- Obeyed DOT rules and regulations and local laws to maximize safety.
Education
Coach Operator Training -
Community Transit
Mukilteo, WA07.2016
AAS -
WVC
Wenatchee, WA03.2011
Skills
- Current Washington Driver
- Class B CDL with passenger and air brakes
- Bloodborne pathogens
- BLS first aid/ CPR
- Oral and written communication
- Telephone Technique
- Multi-line Phones
- Orca payment processing
- Social Media
- Microsoft Office
- Keyboarding
- Fax/Copy/Print
- 10 key by touch
- Initiative-taking
- Reservation management
- Room availability
- Guest relations
- Professional appearance
- Hotel software expertise
- Teamwork orientation
- Patience and tolerance
- Charge posting
- Room booking
- Check-in and Check-out procedures
- Word processing
- Organizational skills
- Flexibility
- Problem-solving skills
- Conflict management
- Process transactions
- Data confidentiality
- Crisis management
- Room assignment
- Continuous improvement
- Cash handling
- Dispute mediation
- File management
- Multitasking capacity
- Upselling techniques
- Customer service management
- Front desk operations
- Data entry
- Analytical skills
- Computer skills
- Check-in procedures
- Reliability
- Attention to detail
- Phone and email etiquette
- Problem-solving
- Two-way radio operation
- Team performance monitoring
- Microsoft Office Suite
- Invoicing and billing
- Customer retention
- Staff training
- Administrative support
Certification
- Class B CDL with passenger and air brake certification
- Telephone technique
- Sexual Harassment
- Diversity in the work place
Accomplishments
- Received the "Turtle" award for exceptional guest service
- Graduated college with honors
- Promoted to PIC (person in charge) after just 3 months
- Promoted to Assistant manager after 6 months
- Became Front end manager of a brand new store
References
References available upon request.
Timeline
Hotel Front Desk Dual Rate Agent 1&2
Tulalip Resort
07.2024 - Current
Front Desk Agent
Tulalip Resort Casino
08.2023 - 07.2024
Sales, Service and Distribution Clerk
USPS
08.2022 - 08.2023
Transportation Supervisor
Community Transit
11.2019 - 07.2022
Coach Operator
Community Transit
05.2016 - 11.2019
- Class B CDL with passenger and air brake certification
- Telephone technique
- Sexual Harassment
- Diversity in the work place
Coach Operator Training -
Community Transit
AAS -
WVC
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