Frankie Hatton
England,AR
Summary
Friendly and polished guest services associate brings proven experience in professional environments. Expertly provides individualized guest service, including managing VIP requests. Versed in coordinating reservations, updating accounts and promoting customer satisfaction.
Overview
14
14
years of professional experience
Work History
Guest Services Associate
Comfort Inn & Suites, Airport
Little Rock, AR
04.2011 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Gave information about area attractions and provided directions.
- Balanced hotel accounts at end of day.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed loss prevention tasks and avoided theft by maintaining alertness and coaching employees on attentive customer service programs.
- Contacted housekeeping staff to request additional linens for guest rooms.
- Exceeded specific company objectives by fostering relationships with staff and customers to increase revenue.
- Maintained working knowledge of nightlife, local dining establishments and historic sites to share with hotel guests.
- Conducted financial audits on scheduled basis.
- Performed concierge services for guests as needed.
- Booked appointments, accepted payments and answered guest questions.
- Checked guests in out of hotel, made reservations and processed payments.
- Interacted with customer service team to deliver consistent, exceptional service to all guests.
- Engaged guests entering facility and offered to assistance with wayfinding.
- Resolved complaints regarding housekeeping and room service.
- Detailed hotel's amenities to guests and made dinner reservations at facility's restaurants and cafes.
- Efficiently handled all problems through resolution, boosting customer satisfaction rates by [Number]%.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Managed cash flows, audited tills and receipts and upheld store policies to increase profits.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained transaction security by verifying payment cards against identification.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Confirmed arrival and departure times for guests.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Explained hotel's policies and procedures to guests upon check-in.
- Collected room deposits, fees and payments.
- Enhanced membership sales by providing excellent customer service and staff management.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Fostered close-knit relationships with clients by exemplifying top-notch customer service to drive revenue.
Education
High School Diploma -
England High School
England, AR05.1985
Skills
- Creative Problem Solving
- Customer Account Management
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Order and Refund Processing
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Upselling Products and Services
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Understanding Customer Needs
- De-escalation Techniques
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Establishing and Maintaining Customer Relationships
- Promoting Brand and Company Identity
- Merchandise Orders and Exchanges
- Membership Inquiries and Renewals
- Proactive Self-Starter
- Document and Records Management
- Inbound and Outbound Calling
- Inventory Management
- Excellent Attention to Detail
Additional Information
I started running in 2018 so I do live races whenever I can. I have 5 children and 4 grandchildren and I try to spend
valuable time with them. I attend church on a regular basis. I love going to live sporting events, especially watching
the razorbacks. I like going to movies or just watching tv at home.
I'm at hard worker and dedicated once I'm taught what to do with being micromanaged.
I want to be somewhere I can retire.
Timeline
Guest Services Associate
Comfort Inn & Suites, Airport
04.2011 - Current
High School Diploma -
England High School