Elizabeth Turner
Roanoke,VA
Summary
Qualified Front Desk Associate with hands-on experience in managing daily operations and ensuring seamless guest interactions. Efficiently handled administrative tasks while maintaining welcoming environment. Demonstrated excellence in communication and multitasking.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Front Desk Associate
Springhill Suites By Marriott
03.2024 - 09.2024
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained cleanliness and organization of front desk area.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Collected room deposits, fees, and payments.
- Answered guest questions and offered referrals to local points of interest.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Collaborated with housekeeping staff to ensure seamless room transitions and availability.
- Maintained strict guest privacy standards by securely handling sensitive information such as payment details or personal data.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system and enthusiastically greeted callers.
- Developed and maintained positive relationships with guests for satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Implemented marketing and promotional initiatives to increase occupancy.
- Enforced policies and procedures to increase efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Coordinated with vendors for repair and maintenance of hotel.
Scheduler/Dispatcher
EcoStyle
01.2023 - 10.2023
- Monitor and use computer software and two-way radio for information regarding scheduling issues, and field situations; notify supervisor of situations requiring attention
- Familiarizes themselves with a proper geographic service area and surrounding areas
- Remains alert and exercises good judgment concerning emergency situations, abnormal driving conditions and disabled vehicles
- Works with all employees, clients and all passengers who use the transportation system to improve the safety of the system
- Maintains a good rapport with all passengers, drivers, supervisors, and office personnel
- Ability to field a high volume of calls
- Accurately enters client information into a routing software program
- Send and receive messages; authorizes changes in cases of client cancellations and/or additions
- Maintains written and computer generated logs of all service requests; enters and updates all client information
- Cancels trips and enters No Shows in routing software program
- Responds to all calls and service requests promptly and with courtesy; provides information to the public in a courteous manner regarding Dial-A-Ride transit service
- Performs a variety of office tasks to assist in transit operations
- Performs oth
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Facilitated smooth handovers between shifts by creating comprehensive documentation of completed tasks and pending items for follow-up action.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
Front Desk Guest Services Agent
Hampton Inn & Suites
09.2021 - 03.2022
- Verifying reservations
- Posting charges to appropriate guest accounts
- Dealing with guest complaints and inquiries
- Register arriving guests and assign rooms
- Arrange transportation for guests
- Check guests in and out
- Facilities correspondence with guests
- Answer all emails
- Manage any new reservation requests
- Answer any incoming phone calls
- Complete basic cashier and bookkeeping responsibilities
- Deliver messages and run errands
- Maintain financial or account records
- Perform other duties as assigned
- Provide an outstanding guest experience
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
Concierge
Washington Duke
09.2019 - 06.2021
- Welcome, greet and develop ongoing relationships with all guests
- Provide transportation reservation services
- Make recommendations and reservations for local dining experiences per guest requests
- Recommend and direct guests to local sightseeing activities and tourist attractions; provide knowledge for all
- Set up all spa services on site and recommend local area full service spas if requested
- Provide back up to bellmen, gift shop and PBX
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Head of Staff/Innkeeper
Idlwilde Inn
08.2018 - 09.2019
- Assisted new business owners organize and run their fifteen room Inn
- Main responsibilities including hiring, scheduling, and managing housekeeping staff, act as Innkeeper when owners are off the property;
- Organize staff of six part time housekeepers;
- Responsible for breakfast prep, serving and clean up;
- Manage inventory control of all housekeeping products, linens, toiletries and groceries
- Work as part of the housekeeping crew to make sure bathrooms, bedrooms and main areas are clean and properly attended to at all times;
- Train staff on how to perform their job and execute to the highest level of service;
- Welcome guests; check in and check out procedures as required;
- Assist in several areas as needed to ensure the customer experience was exceptional; including concierge services of local sights, museums, wineries, breweries, hiking trails, spa services, restaurants and other services and requested needs;
- Help coordinate, organize and staff major events including weddings, rehearsal dinners and local other organized community functions
Patient Support Specialist
EmergeOrtho
07.2015 - 12.2017
- Greeted patients, answered telephones, assisted with patient check-in and check-out
- Registered new patients, updated information on existing patients;
- Scheduled appointments;
- Verified insurance coverage;
- Updated patient charts, processed and scheduled medical orders
Legal Assistant
Sanzone & Baker, P.C.
11.2010 - 06.2013
- Company Overview: Performed legal duties at an established and respected law firm with a reputation for skilled trial advocacy, superior client service, and a strong record of results
- Provided legal assistance in the areas of workers' compensation and unemployment law, and occasionally provided legal support for domestic, litigation, and civil law cases
- Composed legal documentation and demonstrated strong knowledge of legal concepts, terminology, and processes;
- Researched and prepared filing of legal documents for review, approval, and use by attorney in an accurate and timely manner, including briefs, pleadings, appeals, affidavits, subpoenas, interrogatories, and settlement documents
- Acted as communication liaison between clients, medical providers, employers, Worker Compensation Commission, Social Security Administration, and union representatives;
- Scheduled medical examinations and prepared all accompanying documentation, including medical questionnaires and permanency rating questionnaires
- Performed legal duties at an established and respected law firm with a reputation for skilled trial advocacy, superior client service, and a strong record of results
Assistant Sales Manager
Blue Martin Fish Market
03.2010 - 11.2010
- Company Overview: An award-winning local business known for its large variety of seafood and seafood products
- Increased market sales through excellent customer service
- Assisted store manager with overall direction, coordination, and evaluation of the business;
- Assisted store manager with operations of market, and gourmet deli, and restaurant;
- Accountable for inventory control and quality control;
- Supervised service staff;
- Demonstrably increased customer loyalty by instituting courteous, knowledgeable and prompt service;
- An award-winning local business known for its large variety of seafood and seafood products
Owner/manager
Angel and the Lamb
01.1995 - 01.1999
- Took over a floundering children's apparel store and turned it into a highly successful business
- Managed all aspects of retail operations
- Increased sales and profits while controlling expenses, selecting and ordering merchandise, creatively displaying merchandise, and building customer loyalty and store brand
- Created initial business plan, revamped business processes and financial reporting systems, hired, trained, and scheduled all employees
Education
Associate's Degree -
St. Mary's College
Raleigh, NCSkills
- Interpersonal Listening Skills
- Customer Interaction Expertise
- Appointment Coordination
- Administrative Support
- Reception Support Expertise
- Administrative Coordination Skills
- Multi-line phone systems
- Registration Facilitation
- Information protection
- Customer Service Expertise
- Office Administration Support
- Credit and cash payments
- Strong Verbal and Written Skills
- Guest services
- Reservations
- Sales expertise
- Registration processing
- Guest accommodations
- Hospitality service expertise
- Guest amenities
- Computer skills
- Detail-oriented
- Phone and email etiquette
- Relationship building
- Problem-solving
Miscellaneous Experience
- Became a Certified Nurse Aide (GERICARE Education and Training, Durham, NC) in order to provide care for elderly parents and an additional family member., 01/01/09, 12/31/14
- Took NA1 and Clinical Training at Rose Manor, Durham, NC.
Certification
- Hospitality and Tourism Management Professional (HTMP) - American Hotel & Lodging Educational Institute.
Languages
English
Full Professional
Timeline
Front Desk Associate
Springhill Suites By Marriott
03.2024 - 09.2024
Scheduler/Dispatcher
EcoStyle
01.2023 - 10.2023
Front Desk Guest Services Agent
Hampton Inn & Suites
09.2021 - 03.2022
Concierge
Washington Duke
09.2019 - 06.2021
Head of Staff/Innkeeper
Idlwilde Inn
08.2018 - 09.2019
Patient Support Specialist
EmergeOrtho
07.2015 - 12.2017
Legal Assistant
Sanzone & Baker, P.C.
11.2010 - 06.2013
Assistant Sales Manager
Blue Martin Fish Market
03.2010 - 11.2010
Owner/manager
Angel and the Lamb
01.1995 - 01.1999
Associate's Degree -
St. Mary's College
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