Destiny Class
Kissimmee,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful [Type] setting.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Marriott
02.2023 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Manager
Speak Easy
06.2020 - 09.2022
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Education
High School Diploma -
Zenith Career Center
Kissimmee, FL04.2013
Skills
- Front Office Support
- Time Management
- Effective Planning
- Problem-solving skills
- Guest Relations
- Listening Skills
- Conflict Management
- Reservations
- Guest Services
- Hospitality best practices
- Customer Service
Languages
Spanish
Professional Working
English
Native or Bilingual
Timeline
Front Desk Agent
Marriott
02.2023 - Current
Manager
Speak Easy
06.2020 - 09.2022
High School Diploma -
Zenith Career Center