Darell Koen
Glen Wild,NY
Summary
Proven to excel in customer service and hospitality, I leveraged my problem-solving skills and guest relations expertise at Resorts World Catskills to enhance guest satisfaction and drive repeat business. Demonstrated proficiency in reservation management and cash handling, consistently exceeding client expectations and contributing to a positive work environment. Reliable Job Title well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
13
13
years of professional experience
Work History
Front Desk Guest Service Agent
Resorts World Catskills
12.2018 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Bellman
Resorts World Catskills
03.2018 - 12.2018
- Escorted guests to assigned rooms and transported luggage.
- Engaged guests in conversation about their stay at the hotel, gathering feedback for management review and potential future improvements.
- Maintained hotel cleanliness standards, ensuring a welcoming atmosphere in all public areas and elevators.
- Upheld security procedures by verifying identification before releasing stored luggage items or granting access to secured areas within the property.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Escorted guests to and from rooms and assisted with baggage.
Painter
Painting by Eric Young
06.2014 - 06.2018
- Painted surfaces using brushes, spray guns, and paint rollers.
- Prepared surfaces and surrounding areas for painting using sandpaper, tape, and other materials.
- Painted indoor areas such as hallways, bathrooms, and lobbies.
- Maintained a clean and organized workspace, minimizing disruptions for clients during projects.
- Improved customer relations through strong communication skills and attention to detail in all projects.
- Excelled under tight deadlines without sacrificing quality or client satisfaction, ensuring repeat business and positive referrals.
- Exceeded client expectations by consistently delivering high-quality workmanship within established timelines.
Warehouse Worker
UNFI, United Natural Foods
05.2011 - 02.2016
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as Number pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.
- Achieved timely dispatch of orders using effective time management strategies during the picking process.
Education
Diploma -
Monticello High School
Monticello, NY06.2009
Skills
- Reservation Management
- Complaint Handling
- Guest Relations
- Property knowledge
- Professional Appearance
- Problem-solving skills
- Cash Handling
- Customer Service
- Hospitality services
- Guest Services
- Reservations
- POS Systems
- Sales expertise
Timeline
Front Desk Guest Service Agent
Resorts World Catskills
12.2018 - Current
Bellman
Resorts World Catskills
03.2018 - 12.2018
Painter
Painting by Eric Young
06.2014 - 06.2018
Warehouse Worker
UNFI, United Natural Foods
05.2011 - 02.2016
Diploma -
Monticello High School
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