Devona Lord
Davenport,FL
Summary
Accomplished Front Desk Agent with expertise in customer service and problem-solving, honed at Sheraton Resort LBV. Excelled in guest relations and reservations, enhancing satisfaction and loyalty. Leveraged CRM software to streamline operations, achieving a 20% increase in efficiency. Proven ability to build strong client relationships and foster team collaboration. With guest experience through Booking.com, Expedia, and Trip Advisor, my name was mentioned positively by guest in reviews nineteen times (19) in the last quarter.
Overview
2018
2018
years of professional experience
Work History
Front Desk Agent/PBX Operator
Sheraton Resort LBV
- Greeted guests and provided exceptional customer service during check-in and check-out processes.
- Managed reservations using hotel management software to ensure efficient room allocation.
- Responded to guest inquiries and resolved issues promptly to enhance overall satisfaction.
- Collaborated with housekeeping staff to maintain cleanliness and readiness of rooms for arrivals.
- Assisted in training new front desk agents, fostering a collaborative team environment.
- Monitored lobby area to ensure safety and comfort for all guests throughout their stay.
- Implemented procedures for handling special requests, improving guest experience and loyalty.
- Collected room deposits, fees, and payments.
- 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.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Sales Representative
Resort Condominiums International LLC
- Developed and maintained strong client relationships to enhance customer satisfaction and loyalty.
- Conducted market research to identify new sales opportunities and emerging trends in the industry.
- Collaborated with team members to achieve monthly sales targets through effective communication and strategy implementation.
- Utilized CRM software to track leads, manage accounts, and streamline sales processes for improved efficiency.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Delivered product presentations and demonstrations, educating clients on features and benefits of offerings.
- Expanded customer base through cold calling, networking, and relationship building.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Exceeded sales targets through effective planning and goal setting.
Front Desk Agent
Sandals Resorts International
Nassau Bahamas
01.2014 - 04.2017
- Greeted guests warmly, ensuring a positive first impression and enhancing customer satisfaction.
- Managed check-in and check-out processes efficiently, streamlining guest arrivals and departures.
- Provided information on resort amenities and local attractions, enhancing guest experience through knowledgeable recommendations.
- Handled guest inquiries and complaints effectively, resolving issues to maintain high service standards.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness for guests.
- Assisted in training new front desk staff, fostering team collaboration and service quality improvement.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
High School Diploma - Computer Systems Management
L.W.Young Senior High School
Nassau BahamasSkills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Guest relations
- Oral and written communications
- Credit and cash payments
- Hospitality service expertise
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Microsoft office
- Housekeeping
- Reservations
- Training and mentoring
- Tourism knowledge
- Mail and packages
- Word processing
- Lobby oversight
- Teamwork and collaboration
- Phone and email etiquette
- Relationship building
Timeline
Front Desk Agent
Sandals Resorts International
01.2014 - 04.2017
Front Desk Agent/PBX Operator
Sheraton Resort LBV
Sales Representative
Resort Condominiums International LLC
High School Diploma - Computer Systems Management
L.W.Young Senior High School