Grace Bonsall
Pensacola,FL
Summary
Proven track record in enhancing guest satisfaction and loyalty at The Fairfield Inn by Marriott Pine Forest, leveraging hotel software expertise and exceptional customer service skills. Excelled in resolving guest inquiries and complaints, boosting repeat business through personalized guest experiences. Skilled in payment processing and maintaining high standards of cleanliness and organization.
Overview
3
3
years of professional experience
Work History
Guest Service Representative
The Fairfield In By Marriott Pine Forest
03.2024 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Created welcoming and comfortable environment for guests.
Barista
Starbucks
03.2023 - Current
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Used POS system to accurately enter orders and process payments.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
Guest Representative
The Hampton By Hilton
08.2021 - 03.2023
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Conducted regular training sessions for new team members, enhancing overall staff performance in guest relations roles.
- Partnered with other departments to ensure seamless coordination of guest needs from arrival to departure.
- Handled high-pressure situations effectively, diffusing conflicts and negotiating resolutions that satisfied all parties involved.
- Facilitated smooth transitions between shifts by maintaining thorough communication logs and briefing incoming staff on any outstanding tasks or guest issues.
- Assisted guests with booking reservations, providing personalized recommendations based on individual preferences.
- Drove customer loyalty program enrollment, increasing overall membership numbers and generating repeat business for the hotel.
- Maintained a welcoming atmosphere by ensuring cleanliness and organization throughout the lobby area.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Flexible Schedule
- Payment Processing
- Guest Orientation
- Documentation And Reporting
- Basic accounting
- Hotel software expertise
- Clear Communication
- Guest experiences
Timeline
Guest Service Representative
The Fairfield In By Marriott Pine Forest
03.2024 - Current
Barista
Starbucks
03.2023 - Current
Guest Representative
The Hampton By Hilton
08.2021 - 03.2023
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