Devyn Hernandez
Brooklyn,NY
Summary
Communicative and customer-focused Front Desk Associate with 2 years of experience maintaining high level of hospitality, professionalism and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
2
2
years of professional experience
Work History
Front Desk Associate
Towneplace Suites by Marriott
Brooklyn, NY
05.2022 - Current
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Collaborated closely with other departments when necessary.
- Maintained daily records of all transactions, including payments and cancellations.
- Resolved customer complaints in a professional manner while maintaining high standards of service quality.
- Posted incidental charges to ledgers, manually or by using computers.
- Posted charges, updated accounts and issued bills to departing guests.
- Maintained accurate records of occupied rooms, reservations and cancellations.
- Assisted other departments in resolving customer issues quickly and efficiently whenever needed.
- Assisted with luggage storage and transportation when requested by guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Encouraged guests to participate in rewards programs to promote brand loyalty.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Monitored lobby activity throughout shift to ensure safety of guests and staff members.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Updated guest profiles in computer system as necessary following any changes or modifications made during reservation process.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Greeted guests upon arrival, answered inquiries and provided information about hotel services.
- Ensured front desk area was well stocked with supplies such as stationary and brochures at all times.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
- Assisted guests at check-in, providing information on various services within hotel.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Education
High School Diploma -
Vanguard High School
New York, NY06-2023
Hospitality
City Tech
300 Jay St, Brooklyn, NY 11201Skills
- Demonstrated adeptness in utilizing FOSSE to efficiently manage front desk operations, ensuring seamless guest experiences and adherence to industry standards
- Fluent in English and Moderate in Spanish
- Multi-Line Phone Systems
- Key Carding
- Hospitality Services
- Cash Handling
- Guest Relations
- Conflict Management
- Problem-Solving Skills
- Listening Skills
- Articulate Communication Skills
- Housekeeping
- Gathering Information
Affiliations
Boasting a rich background in the discipline of boxing, my years of dedication to the sport reflect a commitment to discipline, resilience, and strategic thinking. This experience has honed my focus, instilled a strong work ethic, and cultivated the ability to navigate challenges with grace and determination.
Timeline
Front Desk Associate
Towneplace Suites by Marriott
05.2022 - Current
High School Diploma -
Vanguard High School
Hospitality
City Tech