Dennis Allen
Eustis,USA
Summary
With a proven track record at Hampton by Hilton, I excel in enhancing guest experiences and streamlining front desk operations. Leveraging strong communication skills and hospitality expertise, I've significantly improved customer satisfaction. Skilled in cash management and customer engagement, my approach boosts efficiency and fosters a welcoming environment for all guests.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Desk Clerk
Hampton Inn & Suites By Hilton
Mount Dora, FL
09.2024 - Current
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Answered incoming calls and directed them to the appropriate personnel.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Coordinated special requests from guests such as arranging transportation services or providing extra towels and linens.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Responded to inquiries and room requests made online, by phone, and via email.
- Maintained accurate records of all guests' stays and charges.
- Managed customer complaints and rectified issues to complete satisfaction.
- Scheduled wake-up calls for guests who requested them.
- Assisted guests at check-in, providing information on various services within hotel.
- Transmitted and received messages using telephones or telephone switchboards.
- Verified customer credit to establish payment method for accommodations.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Facilitated successful front desk operations for high-volume hotel.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Made guest and group reservations, processing check-ins and check-outs for customers.
- Verified identification for security purposes prior to issuing room keys.
- Met needs of walk-in customers by staying up-to-date on room availability and current promotions.
- Collaborated with team members to ensure smooth daily operations.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Front Desk Agent
Hampton by Hilton
Palm Coast, US
01.2023 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Verified customer credit to establish payment method for accommodations.
- Computed bills, collected payments and made change for guests.
- Addressed customer needs in a timely manner.
- Answered phones, responded to inquiries, and took messages.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Verified accuracy of room rates and other charges during check-in process.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Posted incidental charges to ledgers, manually or by using computers.
- Input and confirmed reservations for guests.
- Provided information about hotel amenities, services, and local attractions.
- Maintained cleanliness of lobby area at all times.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Monitored security cameras in lobby area as needed.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Processed payments accurately and efficiently.
- Arranged tours, taxis or restaurant reservations for customers.
- Transmitted and received messages using telephones or telephone switchboards.
Front Desk Clerk
Hampton by Hilton
Saint Augustine, US
03.2023 - 09.2024
- Guest services
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Ensured that all safety protocols were followed at the front desk area.
- Coordinated with housekeeping staff regarding occupancy status of rooms.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Served as first point of contact for emergency situations requiring evacuation or security personnel.
- Arranged special accommodations for guests to enhance visitor experiences.
- Computed bills, collected payments and made change for guests.
- Managed cash drawer according to established accounting guidelines.
- Posted incidental charges to ledgers, manually or by using computers.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Assisted with room reservations, changes and cancellations.
- Issued room keys and escort instructions to bellhops.
- Resolved customer complaints in a timely manner while following company policies and procedures.
- Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Responded to inquiries and room requests made online, by phone, and via email.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
Front Desk Agent
Hampton by Hilton
Ormond Beach, US
11.2022 - 02.2023
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Verified customer credit to establish payment method for accommodations.
- Addressed customer needs in a timely manner.
- Answered phones, responded to inquiries, and took messages.
- Computed bills, collected payments and made change for guests.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Front Desk Agent
Hampton by Hilton
Palm Coast, US
12.2021 - 01.2023
- Front desk
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Verified customer credit to establish payment method for accommodations.
- Computed bills, collected payments and made change for guests.
- Addressed customer needs in a timely manner.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Verified accuracy of room rates and other charges during check-in process.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Provided information about hotel amenities, services, and local attractions.
- Posted incidental charges to ledgers, manually or by using computers.
- Input and confirmed reservations for guests.
Front Desk Agent
Holiday Inn
Daytona Beach, US
06.2021 - 09.2021
- Front desk duties
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Verified customer credit to establish payment method for accommodations.
- Answered phones, responded to inquiries, and took messages.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
Accounts Manager
Own IT Now Lease Purchases
Daytona Beach, US
06.2020 - 05.2021
- Manage customer accounts, collect payments, couching and repossessions, deliver merchandise, pickup returns and payments in the field
Inventory Manager
TreeTown USA
Bunnell, US
01.2020 - 03.2020
- Inventory control and management, Data Entry and Data Processing
Assistant Manager
Florida Citrus Center
Saint Augustine, US
02.2019 - 11.2019
- Assist store manager with day to day store needs and functions including preparing and delivery of deposits, inventory and employee management
CSR
Circle K
Palm Coast, US
08.2018 - 02.2019
- Overnight Customer Service duties
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Handled customer inquiries and complaints in a timely manner.
- Provided accurate information about products and services to customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Maintained a high level of professionalism when dealing with difficult customers.
Tech Sales Supervisor
Staple
Palm Coast, US
02.2018 - 05.2018
- Sales and supervision of the EasyTech department, opening and closing duties, cash handling
Customer Account Advocate
Aarons
Palatka, US
03.2017 - 02.2018
- Customer accounts maintenance, coaching and repossession
- Sales and marketing
Shift Manager
Hungry Howies
Palm Coast, US
02.2015 - 03.2017
- Prepare orders to customer, help with order taking, expedite customer orders, do nightly deposit, opening store and preparing for the days needs
Seasonal Drivers Helper
UPS
Daytona Beach, US
11.2014 - 12.2014
- Help deliver packages
- Skills Used: Customer service, lifting up to 75 lbs
Data Processing Clerk
Evergreen Sales and Marketing
Daytona Beach, US
12.2004 - 07.2010
- Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems
- Direct daily operations of department, analyzing work flow, establishing priorities, developing standards and setting deadlines
- Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades
- Provide users with technical support for computer problems
- Evaluate data processing proposals to assess project feasibility and requirements
- Enter data, process and generate reports for daily information and planning
Education
High School Diploma -
Palm Coast High School
Palm Coast, FL06-1992
Skills
- Cash Management
- Inventory
- Merchandising
- Software troubleshooting
- Account management
- Computer networking
- Customer Engagement Proficiency
- Hospitality
- Driving
- Safe Food Handling
- Key Holder
- Supervising experience
- Microsoft Excel
- Customer service
- Communication skills
- IT
- Management
- Filing
- Customer Service Expertise
- Software Issue Diagnosis
- Team Building
- Front desk
- Food Service Management
- Marketing
- Box Truck Operation
- Sales
- Google Suite
- Data Center Support
- Forklift
- Shift management
- Customer support
- Technical support
- Hotel experience
- Scheduling
- Cash register
Certification
- Driver's License, 04/01/22, 04/30/31
- Food Service Management Certified, 01/01/15
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Front Desk Clerk
Hampton Inn & Suites By Hilton
09.2024 - Current
Front Desk Clerk
Hampton by Hilton
03.2023 - 09.2024
Front Desk Agent
Hampton by Hilton
01.2023 - Current
Front Desk Agent
Hampton by Hilton
11.2022 - 02.2023
Front Desk Agent
Hampton by Hilton
12.2021 - 01.2023
Front Desk Agent
Holiday Inn
06.2021 - 09.2021
Accounts Manager
Own IT Now Lease Purchases
06.2020 - 05.2021
Inventory Manager
TreeTown USA
01.2020 - 03.2020
Assistant Manager
Florida Citrus Center
02.2019 - 11.2019
CSR
Circle K
08.2018 - 02.2019
Tech Sales Supervisor
Staple
02.2018 - 05.2018
Customer Account Advocate
Aarons
03.2017 - 02.2018
Shift Manager
Hungry Howies
02.2015 - 03.2017
Seasonal Drivers Helper
UPS
11.2014 - 12.2014
Data Processing Clerk
Evergreen Sales and Marketing
12.2004 - 07.2010
High School Diploma -
Palm Coast High School