Erika Edwards
Del City,OK
Summary
Friendly and prompt Front Desk Agent with good hands in using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and ability to handle all front office operations.
Overview
20
20
years of professional experience
Work History
Guest Service Representative
Best Western Plus Saddleback Inn
City, Oklahoma
04.2018 - Current
- Duties include checking guests in/out, answering phones, making reservations, verifying methods of payment, cash handling.
Guest Service Representative
Comfort Inn & Suites
Oklahoma City, OK
09.2019 - 10.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered customer data using Choice hotels software and updated information whenever patrons changed rooms.
- Maintained transaction security by verifying payment cards against identification.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including complaints regarding cleanliness and noise complaints to promote quick remediation.
Guest Service Representative
Springhill Suites By Marriott
Del City, OK
01.2019 - 07.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Collaborated with GM and front desk team members to handle guest requirements from check-in through check-out.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Guest Service Representative
Quality Inn OKC Airport
Oklahoma City, OK
10.2017 - 04.2018
- Duties included answering phones, making reservations, checking guests in/out, night audit, light duty cleaning, breakfast set up, cash handling.
Guest Service Representative
Home2 Suites by Hilton
Oklahoma City, OK
05.2016 - 11.2016
- Duties included answering multi line telephone, making reservations over the phone and in person, checking guests in/out, verifying method of payment, following up with housekeeping staff regarding status and condition of rooms.
Customer Service
Kohls Dept Store
Midwest City, OK
10.2015 - 02.2016
- Duties included customer service desk, running cash register, answering multi line telephones, unload and stock merchandise, process payments/returns.
Waitress
Sara’s Restaurant
Del City, OK
05.2015 - 10.2015
- Duties included waiting on tables, processing payments, answering and taking orders over the phone Shipping/Receiving.
My Dentist Lab
Oklahoma City, OK
03.2013 - 02.2014
- Duties included data entry, answer phones, unpack and pack dentures, deliver afternoon shipment to fed ex and ups.
Receptionist/Scheduler
OKC Gynecology & OB
Oklahoma City, OK
09.2005 - 03.2013
- Duties included scheduling & rescheduling appointments, maintaining physician schedules, verify insurance benefits, answering multi line telephone, data entry.
Education
diploma - General Studies, Business Technology
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Skills
- 10 key
- Customer service
- Data entry
- Receiving
- Scheduling
- Shipping
- Answering phone
- Guest Services
- Client Needs Assessment
- Cash Handling
- Cleaning
- Point of Sale Systems
- Customer Complaint Resolution
- Cash Register Operation
- Time management
- Problem-solving skills
- File management
- Problem resolution
- Relationship development
Timeline
Guest Service Representative - Comfort Inn & Suites
09.2019 - 10.2020
Guest Service Representative - Springhill Suites By Marriott
01.2019 - 07.2020
Guest Service Representative - Best Western Plus Saddleback Inn
04.2018 - Current
Guest Service Representative - Quality Inn OKC Airport
10.2017 - 04.2018
Guest Service Representative - Home2 Suites by Hilton
05.2016 - 11.2016
Customer Service - Kohls Dept Store
10.2015 - 02.2016
Waitress - Sara’s Restaurant
05.2015 - 10.2015
- My Dentist Lab
03.2013 - 02.2014
Receptionist/Scheduler - OKC Gynecology & OB
09.2005 - 03.2013
Del City High School - diploma, General Studies, Business Technology
Mid Del Vo Tech - ,