Danette Ripper
Hotel Front Desk Agent
Cheektowaga,NY
Summary
Dynamic Front Desk Agent at Home2suites & Tru by Hilton, recognized for enhancing guest satisfaction through exceptional customer service and effective problem-solving. Proven ability to manage reservations and optimize occupancy rates while building strong guest relationships. Skilled in hospitality best practices and time management, ensuring seamless operations and memorable experiences.
Overview
15
15
years of professional experience
Work History
Front Desk Agent
Home2suites & Tru by Hilton
11.2023 - 08.2025
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- 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.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered multi-line phone system and enthusiastically greeted callers.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained clean and organized front desk areas to uphold polished company image.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
Caregiver
Mary Cipolla
08.2010 - 01.2023
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Built strong relationships with clients to deliver emotional support and companionship.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Education
Associate Degree - Culinary Arts
Art Institute of Ft. Lauderdale
Fort Lauderdale, FLAssociate Degree - Hospitality
Daemen College
Williamsville, NY06.1987
Skills
Customer service
Front office support
Guest relations
Team building
Time management
Reservations
Registration processing
Credit and cash payments
Transaction processing
Listening skills
Guest services
Guest accommodations
Reservation systems
Problem-solving skills
Effective planning
Cash handling
Hospitality service expertise
Room assignments
Report generation
Registration
Tourism knowledge
Hospitality best practices
Inventory oversight
POS systems
Timeline
Front Desk Agent
Home2suites & Tru by Hilton
11.2023 - 08.2025
Caregiver
Mary Cipolla
08.2010 - 01.2023
Associate Degree - Culinary Arts
Art Institute of Ft. Lauderdale
Associate Degree - Hospitality
Daemen College