Gretchen Troiano
Plainville,CT
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
16
16
years of professional experience
Work History
Guest Service Agent
Marriott Hartford Downtown
Hartford, CT
04.2020 - Current
- Managed guest check-in process and check-out procedures, reservations and payments in professional, accurate, and courteous manner..
- Answer all inbound phone calls, both internal and external, in friendly, upbeat tone while giving detailed information regarding hotel services and amenities.
- Collaborate and communicate in efficient and clear manner with other internal departments to achieve guest satisfaction.
- Investigated guest challenges and sources of concerns to offer timely resolution.
- Explain and point out property details to guest including dinning areas, pools, fitness center, spa, convention center and parking.
Kiehl's Counter Manager
Nordstrom
Farmington, CT
07.2017 - 03.2020
- Attracted new clients through brand promotion and sales marketing practices.
- Served as liaison between Kiehl's counter, Regional Sales Manager and Home Office Teams.
- Developed and executed short and long term plans to achieve goals in support of kIEHL'S counter's businesses plan of action.
- Reviewed and analyzed business performance on daily, weekly, monthly, seasonal and annual basis.
- Organized sale events and created eye-catching product displays to attract customers to Kiehl's counter.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Jo Malone Brand Ambassador
Nordstrom
Farmington, CT
02.2011 - 07.2017
- Created positive, meaningful and rewarding client experiences through warm and friendly customer interactions.
- Met and exceeded goals for high-volume personal sales through clientele development and product knowledge.
- Educated client on merchandise, events, promotions, policy and services.
- Organized and carried out promotional events through out-sourcing and social media.
- Actively created positive work environment through teamwork and collaboration.
- Replenished product stock to maintain appropriate levels and meet expected sales demands.
Fragrance Specialist
Nordstrom
Farmington, CT
08.2006 - 02.2011
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Applied extensive knowledge and training on perfume and scent products to educate prospects and customers.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
Education
Bachelor of Arts - Social Work
Western Connecticut State University
Danbury, CTAssociate of Arts - Liberal Arts And Sciences
Naugatuck Valley Community College
Waterbury, CTSkills
- Courteous with Strong Service Mindset
- Strong Communication and Interpersonal Skills
- Reservations Management
- Data Confidentiality
- POS Systems and Ordering Platforms
- Multitasking and Prioritization
- Multi-Line Phone Systems
- Inter-Department Collaboration
- Patient and Empathetic
- Problem Anticipation and Resolution
Awards
Nordstrom All-Star Award
Timeline
Guest Service Agent
Marriott Hartford Downtown
04.2020 - Current
Kiehl's Counter Manager
Nordstrom
07.2017 - 03.2020
Jo Malone Brand Ambassador
Nordstrom
02.2011 - 07.2017
Fragrance Specialist
Nordstrom
08.2006 - 02.2011
Bachelor of Arts - Social Work
Western Connecticut State University
Associate of Arts - Liberal Arts And Sciences
Naugatuck Valley Community College
Similar Profiles
Simon GuertinSimon Guertin
Senior Sales Manager at Austin Marriott Downtown & JW Marriott AustinSenior Sales Manager at Austin Marriott Downtown & JW Marriott Austin
Felipe CarbajalFelipe Carbajal
Banquet Server / Banquet Bartender at Marriott Long Beach DowntownBanquet Server / Banquet Bartender at Marriott Long Beach Downtown
Kristen HetlerKristen Hetler
Event Manager at Historical Marriott Downtown SyracuseEvent Manager at Historical Marriott Downtown Syracuse