Rhonda King
Fort Worth
Summary
Diligent sales associate with solid background in retail sales and customer engagement. Demonstrated success in driving store sales and enhancing customer satisfaction through effective communication and product knowledge. Proven ability to utilize problem-solving skills and teamwork to meet customer needs and achieve sales targets.
Overview
25
25
years of professional experience
Work History
Awards Airlines Reservationist
American Airlines
01.2022 - Current
- Handled customer inquiries and provided information about services and policies.
- Updated reservation system with accurate information to ensure smooth operations.
- Managed incoming reservation requests through phone and email, ensuring timely responses.
- Utilized reservation software proficiently, ensuring quick response times during high call volumes.
- Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
- Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
- Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
- Resolved customer concerns with patience and professionalism to enhance satisfaction.
- Actively participated in staff meetings and training sessions to stay current on industry trends and best practices.
- Provided exceptional customer service, resulting in positive guest reviews and improved online ratings.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Checked in average of 2 passengers per flight.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Accounting, Front Desk
The Holiday Inn Airport Freeway DFW West
10.2015 - 04.2021
- I completed morning and evening checklists, routed room charges and third party reservations to the correct accounts, assigned rooms, checked guests into and out of the hotel, helped guests store their luggage, enrolled seventy people per month into the IHG membership program, and assisted accounting by counting the number of charges that were routed to Envoy Air and Sky Regional Airlines
- While in accounting, I completed deposits at the beginning of my shift in accounting by tallying up the total bank drops of the front desk agents, the accountant, and the restaurant staff
- I made van runs to Home Depot for the maintenance staff and I also inspected rooms to see which ones needed WIFI or other renovations
- Generated cash activity statements, balance sheets, and investment reports for management review
- Scrutinized company records to comply with GAAP and industry standards
- Processed invoices and posted payments to reconcile accounts
- Completed state and federal reporting to comply with tax and regulatory requirements
- Prepared accurate and timely reports to present to business leaders
- Streamlined processes to make it easy to enter and process invoices and payroll
- Kept management informed of financial matters with exhaustive reports
- Maintained accurate records with thorough examinations to identify discrepancies
- Kept organization current with responsibilities by preparing accurate and compliant tax returns
- Confirmed records accuracy with inspections of cash on hand, securities and notes receivable and payable
- Reduced risks and increased efficiency by conducting daily inspections of building, grounds, and equipment
- Kept accurate and updated preventive maintenance records on each residential unit
- Met work needs consistently by keeping good stock of parts on hand
- Ran employer errands, including shopping for groceries, mailing packages, and coordinating dry cleaning
Front Desk Agent
Holiday Inn Express & Suites DFW North
11.2017 - 12.2020
- Made and confirmed reservations
- And check-in and check-out procedures within hotel system
- Assisted guests with entertainment desires by recommending establishments, setting up reservations, and coordinating transportation
- Managed smooth check-outs with polished charge explanations, payment collection, and statement preparation
- Supported strict property security by monitoring visitors and restricting access
- Optimized daily plans based on master schedule of arrivals, departures, and group stays
- Kept impeccable administrative and financial records, verified transactions, and updated records
- Maintained impeccable reservation records, resolving discrepancies with prompt and actionable solutions
- Solved guest concerns by liaising with security, housekeeping, or valet services
- Educated guests about area attractions, top restaurants, and available services
- Oversaw more than [Number] check-ins each day, managed expectations, and offered tips to improve stays
- Satisfied guest needs with prompt, knowledgeable service
- Recaptured brand loyalty in difficult situations with excellent conflict resolution and problem-solving abilities
- Improved stays, recommending local attractions and dining establishments
- Kept rooms ready for new guests by coordinating efficient housekeeping
- Verified customers' credit, and established payment plans
- Maintained accurate accounts through consistent charge posting and billing practices
- Greeted, registered, and assigned rooms to guests of hotels or motels
- Met travel needs for guests, including arranging taxis and shuttle services
- Contacted housekeeping or maintenance staff when guests reported problems
- Accrued distressed passengers on the evening shift
- Routed third party reservations
- Printed out night audit reports including the Manager Flash report, the Reservations Entered On and By report, the Journal report, the Tax Exempt form, the Trial Balance report, and the four History and Forecast reports
- Maintained building grounds with skilled landscaping and debris removal
- Completed tasks promptly and with minimal oversight
- Utilized proper sanitizing techniques to minimize infection and cross-contamination risks
- Used supplies responsibly to meet budget targets
- Dusted and sanitized common areas to reduce allergens
- Completed inspections and handled problems to keep common areas spotless
- Maintained well-organized, presentable spaces with constant attention to detail
- Met guest needs by delivering requested items and cleaning up spills
- Prevented spread of germs and active infections through consistent cleaning and sanitizing
Customer Service Administration/Front Desk Agent
The Holiday Inn Express Hotel and Suites
06.2014 - 08.2015
- I arrived in a full uniform and name tag, balanced and counted the cash drawer before and after my shift, decorated key packets, assigned rooms, wrote IHG Rewards Club members thank you notes for being members, after their first night at the hotel, wrote down room numbers, and made keys
- I also assisted new employees and solved guest problems and printed out arrival reports for arrivals and vip members who were checking in, as well
- I arranged shuttle pick ups and offs to and from the Dallas/Fort Worth International Airport and anywhere that was within a five mile radius from the hotel
- In addition to that, I checked people into and out of the hotel and thanked them for being club members
- I also arranged requested dry cleaning services
- I sold food, drinks, and laundry supplies from the Suite Shop, and handed out safety deposit boxes where guests stored important documents and recorded their information
- In addition to that, I communicated with the maintenance and housekeeping departments about problems with rooms and facilities throughout the hotel
- I informed the customers that their problems would be handled promptly
- Satisfied guest needs with prompt, knowledgeable service
- Contacted housekeeping or maintenance staff when guests reported problems
- Managed reservations, check-in and check-out procedures within hotel system
- Made and confirmed reservations
Caretaker
Ms. Elnora S. Boone
08.2010 - 06.2012
- Took care of my ninety-three year old grandmother after she had eye surgery
Customer Service Administration/Board Operator
The Cromwell Radio Group
07.2004 - 02.2006
- Recorded and aired the weather announcements
- Wrote down transmitter readings for nine radio stations
- Answered telephones
- Acted as security, aired baseball games, and put sales pitches (remotes) live on the air
Customer Service Representative/Gallery Attendant
The Owensboro Museum of Fine Art
08.2004 - 01.2006
- Helped the scheduling coordinator schedule times for group and docent meetings inside of galleries
- Greeted customers and showed them where the galleries were
- Handed out museum brochures
- Made sure that no one touched the art work
- Helped clean and decorate galleries before new exhibitions
- Arranged and mailed out invitations
Front Desk Agent/Night Auditor Assistant
The Essex House Hotel, A Starwood Property
01.2001 - 02.2004
- Set up front desk each day, including preparing drawers and pulling files
- Processed payments in cash, check, and other forms for
- Resolved most issues with minimal input, employing knowledge of best practices and procedures to devise optimal solutions
- Greeted and checked-in 50 guests daily, issuing keys, coordinating special requests, and discussing restrictions
- Contributed to building security by verifying and logging all visitors
- Managed smooth check-outs with polished charge explanations, payment collection, and statement preparation
- Assisted guests with entertainment desires by recommending establishments, setting up reservations, and coordinating transportation
- Recaptured brand loyalty in difficult situations with excellent conflict resolution and problem-solving abilities
- Kept impeccable administrative and financial records, verified transactions, and updated records
- Maintained data security and confidentiality to safeguard personal information shared at check-in and check-out
- Optimized daily plans based on master schedule of arrivals, departures, and group stays
- Solved guest concerns by liaising with security, housekeeping, or valet services
- Maintained impeccable reservation records, resolving discrepancies with prompt and actionable solutions
- Educated guests about area attractions, top restaurants, and available services
- Contacted housekeeping or maintenance staff when guests reported problems
- Satisfied guest needs with prompt, knowledgeable service
- Met travel needs for guests, including arranging taxis and shuttle services
- Kept rooms ready for new guests by coordinating efficient housekeeping
- Greeted, registered, and assigned rooms to guests of hotels or motels
- Verified customers' credit, and established payment plans
- Improved stays, recommending local attractions and dining establishments
- Issued room keys and escorted instructions to bellhops
- Maintained accurate accounts through consistent charge posting and billing practices
- Made and confirmed reservations
- Managed reservations, check-in and check-out procedures within hotel system
Customer Service Administration/Office Manager
Dennis Powers Productions & Medipix Productions
05.2000 - 11.2000
- I answered the telephones, scheduled meetings between clients and the directors, producers, and editors, wrote down and delivered messages to each director, producer, and editor, created VHS labels, and informed the talent about their call times and locations
Education
Master's Degree - Documentary Film
University of North Texas
Denton, TX04.2010
Front Desk Receptionist -
The Essex House Hotel, A Starwood Property
New York, NY02.2004
Bachelor's Degree - Liberal Arts
Sarah Lawrence College
Bronxville, NY05.2000
Skills
- Front office support
- Lobby oversight
- Report generation
- Guest relations
- Facility safety
- Information protection
- Record preparation
- Service dispatching
- Reservation management
- Payment collection
- Housekeeping coordination
- Charge posting
- Concierge services
- Recordkeeping
- Analytical thinking
- Coordination
- Microsoft Word
- Typing Skills
- 60 WPM
- Reservations Experience at hotels
- Answered Phones
- Patience and tolerance
- Professionalism and courtesy
- Accuracy and precision
- Industry awareness
- Telephone reservations
- Customer engagement
- Phone etiquette
- Telephone reception
- Call control
- Travel bookings
- International travel
- Travel planning
- Transportation information
- Sales
- Customer service
- Problem-solving
- Time management
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Decision-making
- Verbal and written communication
- Cash handling
- Microsoft office
- Flexible schedule
- Interpersonal skills
- Conflict resolution
- Itinerary planning
- Computer literacy
- Complaint handling
- Crisis management
- Stress management
- Sales techniques
- Special needs assistance
- French fluency
Accomplishments
- Achieved Top Performance with Citiavantage Credit Card Accounts by completing Solicitations with accuracy and efficiency.
Languages
French
Full Professional
Timeline
Awards Airlines Reservationist
American Airlines
01.2022 - Current
Front Desk Agent
Holiday Inn Express & Suites DFW North
11.2017 - 12.2020
Accounting, Front Desk
The Holiday Inn Airport Freeway DFW West
10.2015 - 04.2021
Customer Service Administration/Front Desk Agent
The Holiday Inn Express Hotel and Suites
06.2014 - 08.2015
Caretaker
Ms. Elnora S. Boone
08.2010 - 06.2012
Customer Service Representative/Gallery Attendant
The Owensboro Museum of Fine Art
08.2004 - 01.2006
Customer Service Administration/Board Operator
The Cromwell Radio Group
07.2004 - 02.2006
Front Desk Agent/Night Auditor Assistant
The Essex House Hotel, A Starwood Property
01.2001 - 02.2004
Customer Service Administration/Office Manager
Dennis Powers Productions & Medipix Productions
05.2000 - 11.2000
Front Desk Receptionist -
The Essex House Hotel, A Starwood Property
Bachelor's Degree - Liberal Arts
Sarah Lawrence College
Master's Degree - Documentary Film
University of North Texas
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