Emily Kresser
Winter Garden,FL
Summary
Dynamic professional with a proven track record in hospitality and retail, exemplified during tenure at Holiday Inn Club Vacations Orange Lake Resort. Excelled in guest services and conflict management, enhancing customer satisfaction and operational efficiency. Skilled in POS systems and problem-solving, adept at delivering exceptional customer experiences. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful Type setting.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Holiday Inn Club Vacations Orange Lake Resort
11.2022 - Current
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected room deposits, fees, and payments.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- 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.
Bridal Stylist
David’s Bridal
08.2022 - 11.2022
- Processed payments, entering sales in register for prompt customer service.
- Monitored current trends to understand fashions and better serve customer needs.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Met with potentials clients and gave quotes on services and general wedding costs.
- Sold and fitted Product for brides-to-be.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Used in-store system to locate inventory and place special orders for customers.
- Developed strong rapport with customers and created positive impression of business.
Photographer
Walt Disney World Resort
01.2018 - 10.2021
- Edited, toned, captioned, and uploaded photographs for publication.
- Photographed high-quality images for various print and digital projects.
- Assisted clients in selecting poses, wardrobe and backgrounds to photograph different looks, concepts and locations.
- Took photos from different angles and perspectives to capture perfect images.
Sales Associate
Basin
03.2018 - 07.2018
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to effectively build rapport and lasting relationships.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to build rapport and loyalty.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Built relationships with customers to encourage repeat business.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Education
Cosmetology - Cosmetology
Empire Beauty School
Pittsburgh, PA05.2015
High School Diploma -
Pine Richland High School
Gibsonia, PA06.2011
Skills
- Automated telephone systems
- Credit and cash payments
- Report Generation
- Front Office Support
- Registration processing
- Information Protection
- Transportation information
- Hospitality service expertise
- POS Systems
- Conflict Management
- Transaction Processing
- Payment oversight
- Registration
- Guest Services
- Listening Skills
- Customer Service
- Problem-solving skills
- Guest accommodations
Timeline
Front Desk Agent
Holiday Inn Club Vacations Orange Lake Resort
11.2022 - Current
Bridal Stylist
David’s Bridal
08.2022 - 11.2022
Sales Associate
Basin
03.2018 - 07.2018
Photographer
Walt Disney World Resort
01.2018 - 10.2021
Cosmetology - Cosmetology
Empire Beauty School
High School Diploma -
Pine Richland High School
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