Summary
Overview
Work History
Education
Skills
References
Timeline
BusinessAnalyst
Glenda Wilks

Glenda Wilks

Louisa,KY

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

10
10
years of professional experience

Work History

Front Desk Clerk

Country Hearth Inn & Suites
South Point, OH
04.2022 - 09.2022
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Collected room deposits, fees and payments.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Resolved service-related problems and documented actions in system.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.

Cashier/Retail Sales Associate

Walmart
Ashland, KY
08.1998 - 09.2007
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
  • Connected with customers to support positive transaction experiences and address service concerns.
  • Operated POS terminals and cash drawer balancing.
  • Processed credit card and debit payments via [Type] systems, providing accurate charges and credits.
  • Collaborated with sales floor maintenance personnel to quickly address health and sanitation issues.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Assisted customers by answering questions and fulfilling requests.
  • Answered questions about store policies and addressed customer concerns.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Worked closely with shift manager to solve problems and handle customer concerns.

Education

No Degree - Education

Kentucky Christian University
Grayson, KY

Skills

  • Room Key Issuance
  • Lobby Maintenance
  • Account Balancing
  • Check in and Checkout Procedures
  • Room Assignments
  • Guest Registration
  • Common Area Maintenance
  • Checking Guests In and Out
  • Personable Demeanor
  • Appointment Confirmation
  • Customer Feedback
  • Patron Satisfaction
  • Office Supplies and Inventory

References

Kimberly Bostwick, Manager at Country Hearth Inn & Suites

(740) 550-1652

Elizabeth McQuirt, Head of Housekeeping at Country Hearth Inn & Suites

(740) 550-2100

Sandy Caudill, Social Services Coordinator at Sanctuary of the Ohio Valley

(606) 547-7864

Timeline

Front Desk Clerk

Country Hearth Inn & Suites
04.2022 - 09.2022

Cashier/Retail Sales Associate

Walmart
08.1998 - 09.2007

No Degree - Education

Kentucky Christian University
Glenda Wilks