Haley Callahan
Pahrump
Summary
Dynamic and detail-oriented professional with a proven track record at Excalibur Hotel & Casino, excelling in customer service and issue resolution. Fostered loyalty through exceptional guest accommodations and adept multitasking, significantly enhancing guest satisfaction. Skilled in cash handling and training, demonstrating a flexible approach to team collaboration and guest interactions.
Overview
27
27
years of professional experience
Work History
Guest Service Representative
Excalibur Hotel & Casino
09.1997 - 11.2024
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort
- Managed check-in and check-out processes, ensuring smooth experience for guests.
- Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
- Handled customer complaints to satisfy and retain guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Approached every question or concern with calm and level-headed approach.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Developed strong working relationships with team members, fostering a positive work environment.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Ensured smooth operation of telephone systems, managing multiple lines while providing outstanding customer service over the phone.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
High School Diploma -
Western High School
Las Vegas, NV01-1996
Skills
- Customer service
- Guest accommodations
- Detail-oriented
- Issue resolution
- Flexible schedule
- Cash handling experience
- Room charging
- Training and mentoring
- Multitasking
Timeline
Guest Service Representative
Excalibur Hotel & Casino
09.1997 - 11.2024
High School Diploma -
Western High School
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