Eduardo Robles
Austin,TX
Summary
Dynamic Front Desk Agent and Team Lead with proven expertise in guest services and problem-solving, honed at Extended Stay America. Excelled in enhancing customer satisfaction and streamlining operations, leveraging hospitality service expertise and Microsoft Office proficiency. Recognized for fostering positive guest relations and driving repeat business through exceptional service and leadership.
Overview
1
1
year of professional experience
Work History
Front Desk Agent
Springhill Suites By Marriott
Austin, TX
04.2023 - 08.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- 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.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Team Lead
Extended Stay America
Austin, TX
03.2023 - 04.2024
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Credit and cash payments
- Guest Relations
- Oral and written communications
- Hospitality service expertise
- Listening Skills
- Microsoft Office
- Front Office Support
- Reservations
Timeline
Front Desk Agent
Springhill Suites By Marriott
04.2023 - 08.2024
Team Lead
Extended Stay America
03.2023 - 04.2024