Summary
Overview
Work History
Education
Skills
Timeline
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Felisha Hollenbeck

Olivehurst,CA

Summary

Proven Hotel Reservationist with a track record of enhancing guest satisfaction at Hard Rock Hotel and Casino Sacramento. Skilled in Property Management Systems and guest relations, adept at upselling and improving occupancy rates. Demonstrates adaptability and excellent communication, ensuring memorable guest experiences.

Overview

9
9
years of professional experience

Work History

Hotel Reservationist

Hard Rock Hotel and Casino Sacramento
09.2023 - 06.2024
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Monitored staff performance and provided feedback and guidance.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Enforced policies and procedures to increase efficiency.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Trained new staff members in customer service techniques and hotel operations.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Implemented marketing and promotional initiatives to increase occupancy.

Hotel Front Desk Clerk

Best Western Yuba City Inn
07.2015 - 09.2017
  • Resolved service-related problems and documented actions in system.
  • Collected room deposits, fees, and payments.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
  • Monitored security cameras to maintain safety and security of guests and hotel.
  • Managed lost and found items to assist guests with retrieving belongings.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Answered phone within Number minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Education

Yuba Sutter One Stop
Yuba City, CA

Skills

  • Upselling strategies
  • Guest Relations
  • Property Management Systems
  • Basic accounting
  • Guest Services
  • Consultative Sales
  • Brand Promotion
  • Payment Processing
  • Invoicing and Billing
  • Cash Handling
  • Guest Reception
  • Payment Collection
  • Data Entry
  • Customer Service
  • Transaction Processing
  • Reliability
  • Adaptability and Flexibility
  • Hospitality services
  • Time management abilities
  • Excellent Communication
  • Team Collaboration
  • Attention to Detail
  • Problem-solving skills
  • Goal Setting
  • Multitasking
  • Reservations

Timeline

Hotel Reservationist

Hard Rock Hotel and Casino Sacramento
09.2023 - 06.2024

Hotel Front Desk Clerk

Best Western Yuba City Inn
07.2015 - 09.2017

Yuba Sutter One Stop

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Felisha Hollenbeck