Hilda Hughes
Odessa,TX
Summary
Proven track record in enhancing guest satisfaction and loyalty at Microtel Inn & Suites By Wyndham, showcasing exceptional customer service and problem-solving skills. Spearheaded initiatives that significantly improved efficiency and team performance, contributing to sustained occupancy rates. Expert in cash handling and guest services, consistently exceeding performance targets.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
Microtel Inn & Suites By Wyndham
06.2022 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Substitute Teacher, K-12 and Clerk
ECISD
12.2022 - 05.2024
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Supervised lunchroom and recess activities.
Bondsman Agent
Judys Bondind
09.2019 - 01.2021
- Conducted thorough background checks to assess client risk factors before issuing bonds.
- Maintained up-to-date knowledge of industry trends, regulatory changes, and best practices through continuous professional development activities.
- Provided ongoing support to clients throughout the legal process, offering guidance on court appearances and other requirements.
- Enhanced company reputation by consistently delivering exceptional service and demonstrating professionalism in all client interactions.
- Administered bail bond contracts for successful resolution of cases, resulting in high success rates for clients released on bail.
- Increased revenue for the agency by identifying new business opportunities and continuously expanding the client base.
- Assisted clients in understanding their rights and obligations under the terms of their bonds to reduce default rates.
- Negotiated favorable bond terms on behalf of clients to secure their release from custody.
- Increased client satisfaction by providing timely and accurate information on bond services.
- Managed financial records and maintained detailed client files, ensuring compliance with all regulations.
Bail Bondsman
Amigos Bonding
02.2006 - 09.2019
- Safeguarded company assets by conducting thorough risk assessments before issuing bonds.
- Reduced paperwork errors by diligently reviewing and verifying all required documentation.
- Supported families during emotionally challenging times by offering compassionate guidance throughout the bail process.
- Increased overall efficiency by cross-training team members on various aspects of the bail bonding process.
Education
Diploma - Education
Lamesa High School
Lamesa, TX05.1999
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
Timeline
Substitute Teacher, K-12 and Clerk
ECISD
12.2022 - 05.2024
Front Desk Agent
Microtel Inn & Suites By Wyndham
06.2022 - Current
Bondsman Agent
Judys Bondind
09.2019 - 01.2021
Bail Bondsman
Amigos Bonding
02.2006 - 09.2019
Diploma - Education
Lamesa High School
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