Ilona Armstrong
Rancho Santa Margarita,CA
Summary
At Giorgio Hotel, I excelled as a Front Desk Clerk, enhancing guest satisfaction through exceptional customer service and efficient payment processing. My proactive approach in training staff and managing high-volume transactions showcased my teamwork orientation and financial acumen, significantly contributing to improved service delivery and guest trust.
Overview
2
2
years of professional experience
Work History
Hotel Front Desk Clerk
Giorgio Hotel
08.2018 - 03.2020
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
- Prepared reports on guest satisfaction levels and other metrics.
Education
Master Of Business Administration - Hospitality And Tourism Management
Sochi State University
Sochi, Russia05.2015
Skills
- Customer service
- Payment handling
- Welcoming guests
- Teamwork orientation
Languages
Russian
Native or Bilingual
English
Native or Bilingual
Timeline
Hotel Front Desk Clerk
Giorgio Hotel
08.2018 - 03.2020
Master Of Business Administration - Hospitality And Tourism Management
Sochi State University
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