Erlene Willis
Cannonville,UT
Summary
Let me tell you a little about myself so you can have an idea of what a person like me on your team would really mean! Above all the skills that a person in the hotel hospitality industry needs, in my opinion, is to be friendly and obliging! The way I work to insure that every guest has an amazing experience is by treating everyone who walks through the doors like family. I know that might sound strange but by greeting every individual with a warm smile and a friendly introduction to the establishment, makes all the difference in the world to that guest. By being accommodative and considerate their stay with us starts and stays on the best possible note! Although meeting new people and greeting guests is without a doubt my favorite part of working the front desk, I also know that's not the only part. Because of my many years of experience in hospitality environments, I am versatile and skilled in coordinating front desk operations to meet both guest and business needs. I conduct myself as a service-oriented professional who has acquired professional phone demeanor and strong communication abilities. I'm Self-motivated and highly experienced in guest services. My pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving only enhance my outgoing personality when greeting and communicating with others to maintain a positive atmosphere. In conclusion I am a hardworking employee with customer service,multitasking and time management abilities. Im extremely devoted to giving every client a positive and memorable experience!
Overview
14
14
years of professional experience
Work History
Lead Front Desk Agent
Bryce Canyon Lodge
Bryce Canyon City, UT
03.2023 - 11.2023
- Maintained up-to-date knowledge of hotel products, services, pricing policies, promotions and other general information.
- Assisted in training new employees on front desk operations.
- Verified customer identification to ensure security of guest accounts.
- Performed cashier duties such as taking payments for guests' bills or exchanging foreign currency.
- Resolved customer complaints in a professional manner.
- Provided concierge services such as arranging transportation, restaurant reservations, tours and recreational activities for guests.
- Assisted customers with check-in and check-out procedures, including confirming reservations and room assignments.
- Maintained cleanliness of lobby area throughout shift hours.
- Responded quickly to emergency situations during night shifts.
- Organized daily shift operations by assigning tasks to front desk staff members.
- Ensured that all front desk personnel followed standard operating procedures for guest check-in and check-out processes.
- Answered telephone calls promptly while providing exceptional customer service.
- Greeted customers and provided information about hotel services, amenities, and local attractions.
- Maintained records of guest transactions in accordance with accounting procedures.
- Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Educated guests regarding important property information and directions to different hotel areas.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
- Scheduled space or equipment for special programs, meetings and conferences.
- Investigated and analyzed client complaints to identify and resolve issues.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Coordinated pick-up and delivery of express mail services.
Hotel Front Desk Agent
Red Ledges Inn
Tropic, UT
04.2022 - 11.2022
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Drafted guest invoices and posted charges to individual accounts.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
- Monitored reservations to track incoming parties and special events.
- Helped patrons find entertainment and sporting events, making reservations and enhancing customer experience.
- Educated guests regarding important property information and directions to different hotel areas.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Arranged special accommodations for guests to enhance visitor experiences.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Hotel Front Desk Agent and Lead Gas and Go Cashier
Grand Staircase Inn
Cannonville, UT
03.2017 - 09.2021
- Responsible for opening the gas station/grocery store in order that the guest staying at the Inn would have breakfast provided and ready to go before 7:00a.m.
- Made sure that the cash registers tills were on point for the beginning of the day.
- Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
- Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
- Collected payments for dispensed gas and tendered change or receipts to customers.
- Maintained adequate food and beverages in display cases and refrigerators for customer convenience.
- Prepared daily records of food and gas sales and balanced register drawers.
- Greeted customers promptly and responded to questions.
- Counted and balanced cashier drawers.
- Processed customer payments quickly and returned exact change and receipts.
- Maintained work area and kept cash drawer organized.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Built and maintained productive relationships with employees.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Issued room keys and escort instructions to bellhops.
Grocery Clerk/Cashier
Clarks Country Market
Tropic, UT
01.2015 - 11.2016
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Discounted purchases by scanning and redeeming coupons.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Used suggestive selling techniques to promote add-on sales.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Verified customer age requirement for alcohol or tobacco purchases.
- Processed refunds for worn, damaged and broken merchandise.
Professional Cleaner
Sqweaky Clean (Self Employed)
St. George, UT
03.2010 - 02.2013
- Owned and operated my own residential and commercial cleaning company.
- Handled, labeled and safely stored various hazardous chemicals and solutions to prevent injuries.
- Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.
- Scrubbed bathrooms, removing soap scum, mold and excess dirt from sinks and shower area.
- Cleaned windows, glass partitions and mirrors with cleaners and sponges.
- Sanitized frequented areas and equipment using approved supplies.
- Responded to emergency cleaning requests to meet client expectations.
- Kept bathrooms in clean, functional condition by scrubbing stalls, sanitizing sinks and tidying storage shelves.
- Performed daily dusting, leather and wood surface polishing and wall washing.
- Maintained safety protocols through safe handling of equipment and chemicals.
- Interacted pleasantly with clients and guests when performing daily duties.
- Maintained and organized cleaning supplies stock.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Conferred with customers to understand needs and finalize purchase orders.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Kept records for production, inventory, income and expenses.
- Determined pricing for products or services based on costs and competition.
- Interviewed, trained and supervised employees.
- Resolved issues quickly through meticulous research and quick decision-making.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delegated work to staff, setting priorities and goals.
- Implemented successful business strategies to increase revenue and target new markets.
- Formed and sustained strategic relationships with clients.
Education
High School Diploma -
Hurricane High School
Hurricane, UT03.2005
Certified Nurses Assistant
Southwest Applied Technologies
Kanab, UT01.2009
Skills
- Greeting Guests and making them feel comfortable and relaxed
- Online Bookings Management
- Dining and Amenity Recommendations
- Check In and Check Out Procedures
- Lobby Maintenance
- Payment Collection
- Computer Skills
- Guest Registration
- Teamwork and Collaboration
- Problem Solving
- Payment Processing
- Verbal and Written Communication
- Inquiry Response
- Customer Service
- Issue de-escalation
- Decision Making
- Room Key Issuance
- Problem-Solving
- Phone and Email Etiquette
- Emergency Procedures
- Guest satisfaction
- Cash Handling
- Safety and security procedures
- Credit and cash payments
- Concierge services
- Conflict Management
- Reservations
- Time Management
- Listening Skills
- Oral and written communications
- POS Systems
- Microsoft Office
- Check-in and Check-out Procedures
- Complaint Handling
- Flexible Schedule
Timeline
Lead Front Desk Agent
Bryce Canyon Lodge
03.2023 - 11.2023
Hotel Front Desk Agent
Red Ledges Inn
04.2022 - 11.2022
Hotel Front Desk Agent and Lead Gas and Go Cashier
Grand Staircase Inn
03.2017 - 09.2021
Grocery Clerk/Cashier
Clarks Country Market
01.2015 - 11.2016
Professional Cleaner
Sqweaky Clean (Self Employed)
03.2010 - 02.2013
High School Diploma -
Hurricane High School
Certified Nurses Assistant
Southwest Applied Technologies
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