Dean Mark Polendey

• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Answered multi-line phone system and enthusiastically greeted callers.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Developed and maintained positive relationships with guests for satisfaction.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

Same as last entree since Sonesta ES was original Residence inn by marriott.

• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Collected room deposits, fees, and payments.
• Answered customer telephone calls promptly and appropriately handled needs.
• Used internal software to process reservations, check-ins and check-outs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Issued room keys to guests upon check-in and answered questions regarding proper use.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.