Heather Robbins
Macclesfield,NC
Summary
Dynamic Front Desk Receptionist with proven expertise at Fairfield Inn Marriott, enhancing guest satisfaction through exceptional customer service and efficient problem-solving. Skilled in cash handling and data entry, I streamlined check-in processes, significantly reducing wait times and fostering a welcoming environment that increased guest retention. Highly organized with exemplary multitasking, time management, and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Fairfield Inn Marriott
Smithfield, NC
05.2025 - 05.2026
- Assisted in managing billing inquiries and processing payments efficiently at checkout.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
- Organized and maintained files and records to ensure up-to-date documentation.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Greeted visitors warmly, creating positive first impression of organization.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Streamlined check-in processes, reducing wait times for guests.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Provided basic technical support for front office equipment, minimizing downtime.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Collected Type payments, processed transactions and updated relevant records.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Greeted guests warmly, providing information on hotel amenities and local attractions.
- Handled phone inquiries, booking reservations, and addressing customer concerns promptly.
- Maintained accurate records of guest information and transactions using property management system.
- Collaborated with housekeeping to ensure room readiness for incoming guests.
- Monitored lobby area for cleanliness and organization, enhancing overall guest experience.
- Trained new staff on front desk procedures and customer service protocols effectively.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Front Desk Receptionist
Quality Inn
Raleigh, NC
02.2024 - 02.2025
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Completed all tasks in compliance with company policies and procedures.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Collected room deposits, fees, and payments.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff on front desk procedures and customer service protocols effectively.
- Monitored lobby area for cleanliness and organization, enhancing overall guest experience.
- Greeted visitors warmly, creating positive first impression of organization.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Streamlined check-in processes, reducing wait times for guests.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Provided basic technical support for front office equipment, minimizing downtime.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Greeted guests warmly, providing information on hotel amenities and local attractions.
- Handled phone inquiries, booking reservations, and addressing customer concerns promptly.
- Collaborated with housekeeping to ensure room readiness for incoming guests.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Routed incoming mail and messages to relevant personnel without delay.
Front Desk Receptionist
Mainstay
Raleigh, NC
10.2023 - 02.2024
- Handled phone inquiries, booking reservations, and addressing customer concerns promptly.
- Greeted guests warmly, providing information on hotel amenities and local attractions.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Resolved customer problems and complaints.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Provided basic technical support for front office equipment, minimizing downtime.
- Streamlined check-in processes, reducing wait times for guests.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Greeted visitors warmly, creating positive first impression of organization.
- Monitored lobby area for cleanliness and organization, enhancing overall guest experience.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Collaborated with housekeeping to ensure room readiness for incoming guests.
Front Desk Receptionist
Comfort Inn & Suites
Smithfield, NC
10.2021 - 08.2023
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Completed all tasks in compliance with company policies and procedures.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Collected room deposits, fees, and payments.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff on front desk procedures and customer service protocols effectively.
- Monitored lobby area for cleanliness and organization, enhancing overall guest experience.
- Collaborated with housekeeping to ensure room readiness for incoming guests.
- Maintained accurate records of guest information and transactions using property management system.
- Handled phone inquiries, booking reservations, and addressing customer concerns promptly.
- Greeted guests warmly, providing information on hotel amenities and local attractions.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Collected Type payments, processed transactions and updated relevant records.
- Resolved customer problems and complaints.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Provided basic technical support for front office equipment, minimizing downtime.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Streamlined check-in processes, reducing wait times for guests.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Greeted visitors warmly, creating positive first impression of organization.
Front Desk Receptionist
Fairfield Inn Marriott
Wilson, NC
12.2013 - 09.2021
- Assisted with front desk operations, facilitating smooth guest check-in and check-out processes.
- Welcomed guests warmly and shared information regarding hotel amenities and local attractions.
- Responded to phone inquiries, managed reservations, and addressed guest concerns swiftly.
- Updated and maintained accurate records of guest information and transactions in property management system.
- Coordinated with housekeeping to guarantee room readiness for arriving guests.
- Educated new staff on front desk protocols and customer service practices.
- Monitored lobby area for cleanliness and organization, enhancing overall guest experience.
- Trained new staff on front desk procedures and customer service protocols effectively.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Assistant Manager
Family Dollar
Oak City, NC
03.2016 - 05.2019
- Supervised daily store operations to ensure compliance with company policies and procedures.
- Trained and mentored team members, fostering a collaborative work environment.
- Implemented inventory management practices to optimize stock levels and minimize shrinkage.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Developed staff schedules to enhance productivity and meet customer demand effectively.
- Conducted performance evaluations to support employee development and recognition initiatives.
- Collaborated with upper management on strategic planning for store promotions and events.
- Resolved customer inquiries and complaints promptly, enhancing overall customer satisfaction experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Oversaw daily operations to maintain store cleanliness and organization.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Unloading weekly truck while scanning merchandise into PTD gun.
- Maintain weekend change and Daily Cash deposits.
- Daily merchandise recovery.
Education
High School Diploma -
D.H Conley High School
Winterville, NC06.2008
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Cash handling
- Telephone etiquette
- Data entry
- Problem-solving skills
- Team collaboration
- Scheduling
- Verbal and written communication
- Administrative skills
- Hospitality services
- Work prioritization
- Guest relations
- Skilled in software
- Hospitality best practices
- Mail handling
- Word processing
- Inventory control
- Researching skills
- Staff management
- Email correspondence
- Email and telephone decorum
- Log book monitoring
- Relationship building
- Visitor and customer relations
- Customer complaint resolution
- Courteous and professional
- Payment processing
Certification
Servsafe
Timeline
Front Desk Receptionist
Fairfield Inn Marriott
05.2025 - 05.2026
Front Desk Receptionist
Quality Inn
02.2024 - 02.2025
Front Desk Receptionist
Mainstay
10.2023 - 02.2024
Front Desk Receptionist
Comfort Inn & Suites
10.2021 - 08.2023
Assistant Manager
Family Dollar
03.2016 - 05.2019
Front Desk Receptionist
Fairfield Inn Marriott
12.2013 - 09.2021
High School Diploma -
D.H Conley High School