Denise
Weirton,WV
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Committed to leaving a great, lasting impression. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business. Meticulous Agent with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Outstanding multitasker, Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
5
5
years of professional experience
Work History
Hotel Front Desk Agent and Auditor
Fairfield Inn & Suites By Marriot
02.2022 - Current
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Enforced policies and procedures to increase efficiency.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Stored guest valuables in safe and individual boxes for security.
- Kept accounts in balance and ran daily reports to verify totals.
- Developed and maintained positive relationships with guests for satisfaction.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Trained new staff members in customer service techniques and hotel operations.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Monitored security cameras to maintain safety and security of guests and hotel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Collected room deposits, fees, and payments.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Managed lost and found items to assist guests with retrieving belongings.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Hotel Front Desk Agent and Training Mentor
Harrahs Cherokee Casino And Resort
07.2018 - 01.2022
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Collected room deposits, fees, and payments.
- Prepared reports on guest satisfaction levels and other metrics.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Coordinated with vendors for repair and maintenance of hotel.
- Managed lost and found items to assist guests with retrieving belongings.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Resolved service-related problems and documented actions in system.
- Enforced policies and procedures to increase efficiency.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Education
High School Diploma -
West Carteret High School
Morehead City, NC06.1994
Skills
- Customer Accounts Management
- VIP Support
- Special Requests
- Check-In and Check-Out Coordination
- Dining and Amenity Recommendations
- Product and Service Sales
- Electronic Filing System
- Cash Register Operations
- Guest Registration
- Front Desk Operations
- Customer Experience
- Coordinating Reservations
- Customer Transactions
- Message Delivery
- Payment Handling
- Greeting Guests
- Room Billing
- Inventory Restocking
- Monitor Security
- Correspondence Management
- Issue Identification
- Rewards Programs
- Data Confirmation
- Property Information
- Efficient Service
- Customer Engagement
- Posting Charges
- Credit and Cash Transactions
- Procedures Compliance
- Coordinate Housekeeping
- Auditing
- Operational Procedures
- Multi-Line Phone Systems
- Special Projects
- Fee Calculation
- Revenue Reviews
- Fitness Center Management
- Lobby Maintenance
- Nightly Audits
- Room Assignments
- Making Reservations
- Professional Relationships
- Running Errands
- Guest Ledger
- Cash Handling`
- Creative Solutions
- Records Management Systems
- Room Booking
- Safety Protocols
- Transportation Arrangements
- Switchboard Operations
- Guest Service and Assistance
- Two-Way Radio Operation
- Special Promotions
- Reading Comprehension
- Tourism Management
- Office Supplies and Inventory
- Request Management
- Credit Card Transaction Processing
- Guest Accounts
- Personable Demeanor
- Serve Guests
- Guest Accommodations
- Reservation Processing
- Customer Service
- Customer Retention
- Hotel Services and Hospitality
- Room Charges
- Professional Telephone Manner
- Compliance Requirements
- Guest Satisfaction
- Critical Thinking
- Hotel Reservations
- Operational Efficiency
- Verifying Credentials
- Bank Deposits
- Check in and Checkout Procedures
- Concierge Services
- Complex Problem-Solving
Accomplishments
- Received Several promotions, commendations, and wage increases for exemplary customer service, Team building, and overall performance during my 5 years at Harrah's Cherokee Casino and Resort.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Hotel Front Desk Agent and Auditor
Fairfield Inn & Suites By Marriot
02.2022 - Current
Hotel Front Desk Agent and Training Mentor
Harrahs Cherokee Casino And Resort
07.2018 - 01.2022
High School Diploma -
West Carteret High School
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