Eve Ungureanu
Roseville,CA
Summary
Experienced Front Desk Coordinator with 5 years in hotel operations, skilled in fostering guest relationships and enhancing customer loyalty. Demonstrates strong communication and organizational abilities while delivering exceptional service. Committed to supporting team objectives and exceeding performance standards in fast-paced environments. Flexible schedule and dependable, with a focus on detail and continuous improvement.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
06.2024 - 09.2025
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Processed room deposits, fees, and payments, ensuring accurate financial transactions.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Delivered exceptional service during high-volume periods and challenging situations.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Managed incoming calls professionally, efficiently directing inquiries to appropriate personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Upheld polished company image by maintaining clean and organized front desk areas.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Prepared reports on guest satisfaction levels and other metrics.
Front Desk Agent
Hilton Garden Inn
09.2022 - 06.2024
- Increased guest satisfaction ratings through prompt and quality service
- Checked guests in and out promptly, facilitating smooth arrivals and departures
- Managed guest reservations and room assignments
- Provided information and recommendations to guests regarding local attractions, dining options and services
- Welcomed guests upon arrival at the front desk on arrival and sent luggage to assigned rooms
- Managed phone calls and messages, ensuring seamless communication between staff and guests
- Resolved customer complaints by providing effective solutions, enhancing guest satisfaction
- Assisted guests with various issues, ensuring prompt resolution and a positive experience
- Maintained organized and clean front desk area to promote professional working standards and environment
- Maintained clean and well-stocked lobby
- Communicated with housekeeping teams regarding clean and available rooms
- Coordinated with housekeeping and maintenance departments to resolve room problems
- Posted food, liquor and pay-per-view service charges to rooms
- Reviewed guest accounts and charges during check-out to generate invoices and receipts
- Collected credit card information for transactions and posted charges for customers
- Verified customer credit and payments during check-ins.
- Scheduled preventative equipment maintenance and facility repairs
- Received and held packages and mail for guests
- Reported safety and security concerns to supervisors
Front Desk Position
Marriott Hotel
05.2021 - 09.2022
- Collected room deposits, fees and payments
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Confirmed relevant guest information and payment methods to prevent fraud
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered multi-line phone system to address inquiries and connect callers with appropriate departments
- Maintained organized filing systems to streamline access to guest records and enhance operational efficiency
- Entered customer data into room system and updated information whenever patrons changed rooms
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues
- Protected guest valuables with main safe or in individual boxes to maximize security
- Oversaw night auditing of daily room occupancy and hotel revenue
- Promptly contacted guests for wake-up calls within two minutes of scheduled time, ensuring a positive and welcoming experience
- Managed front office tasks during understaffing
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Kept accounts in balance and ran daily reports to verify totals
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Performed nightly updates to room charges and rates
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Cashiers
Dollar Tree
10.2018 - 05.2021
- Operated cash register for cash, check, and credit card transactions with high accuracy, ensuring smooth customer transactions
- Operated cash register to record transactions accurately and efficiently
- Performed cash, card and check transactions to complete customer purchases.
- Restocked and organized merchandise in front lanes
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Addressed customer inquiries about store policies and resolved concerns to enhance customer satisfaction
- Maintained current knowledge of store promotions and highlighted sales to customers
- Adapted schedule to accommodate business demands
- Greeted patients daily to foster a welcoming environment and improve overall customer experience
Education
Highschool Diploma -
Valley Christian Academy
Roseville, CACertificate - Sunrise Tech Center
Office Assistance
Citrus Heights, CASkills
- Maintained good working relationship with co-workers and management
- Completed assigned tasks prior to shift end
- Worked well with different people to address challenges and solve problems collaboratively
- Used good organizational skills to manage workload
- Addressed concerns quickly to avoid lasting issues
- Finished tasks and job duties, adhering to deadlines to avoid delays
- Used good judgment to help solve problems
- Completed required paperwork within anticipated timeframes
- Followed established guidelines and procedures for maximum regulatory compliance
- Utilized downtime to perform routine tasks, preventing service delays
Timeline
Front Desk Agent
Hampton Inn By Hilton
06.2024 - 09.2025
Front Desk Agent
Hilton Garden Inn
09.2022 - 06.2024
Front Desk Position
Marriott Hotel
05.2021 - 09.2022
Cashiers
Dollar Tree
10.2018 - 05.2021
Highschool Diploma -
Valley Christian Academy
Certificate - Sunrise Tech Center
Office Assistance