Summary
Overview
Work History
Education
Skills
Timeline
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Holly Thomas

Fort McDowell

Summary

Dynamic PBX Hotel Operator at Wekopa Casino and Resort, adept at enhancing guest relations through exceptional customer service and clear communication. Recognized for improving call handling efficiency and fostering teamwork, while demonstrating strong empathy and problem-solving skills to resolve inquiries swiftly. Proven ability to adapt to changing environments and promote upsell opportunities.

Overview

13
13
years of professional experience

Work History

PBX Hotel Operator

Wekopa Casino and Resort
01.2022 - Current
  • Participated in regular performance evaluations and feedback sessions, contributing to ongoing professional development and growth.
  • Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
  • Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
  • Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
  • Played an integral role in maintaining a positive work environment within the PBX department, promoting teamwork and collaboration.
  • Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
  • Supported revenue growth by promoting upsell opportunities where appropriate during interactions with potential guests.
  • Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
  • Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
  • Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
  • Proactively identified opportunities for process improvements within the PBX department, resulting in more streamlined workflows.
  • Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
  • Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
  • Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
  • Assisted management in streamlining communication processes within hotel departments, resulting in increased efficiency.
  • Ensured accurate record-keeping of all calls received, facilitating improved data analysis for future improvements in service quality.
  • Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
  • Facilitated seamless room bookings and reservation modifications for guests on a timely basis.
  • Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
  • Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.

Caregiver Attendant

Instant Care of Arizona
03.2017 - 12.2021
  • Managed household tasks efficiently, ensuring a clean and comfortable environment for patients.
  • Implemented strategies to prevent falls and accidents in the home setting, reducing risk of injury to patients.
  • Ensured patient safety through diligent monitoring and adherence to care plans.
  • Increased patient mobility through physical therapy exercises and proper use of assistive devices.

Cook

Wekopa Golf Course
02.2013 - 03.2017
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.

Wekopa Golf Course

Maintenance Enterprises
07.2012 - 05.2013
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.

Education

Highschool -

Sherman Indian High School
Riverside, CA
1999

Skills

  • PBX operation
  • Emergency response
  • Call handling
  • Customer service
  • Empathy and patience
  • Guest relations
  • Excellent phone demeanor
  • Computer skills
  • Clear communication
  • Greeting customers
  • Professional communication
  • Telecommunications

Timeline

PBX Hotel Operator

Wekopa Casino and Resort
01.2022 - Current

Caregiver Attendant

Instant Care of Arizona
03.2017 - 12.2021

Cook

Wekopa Golf Course
02.2013 - 03.2017

Wekopa Golf Course

Maintenance Enterprises
07.2012 - 05.2013

Highschool -

Sherman Indian High School

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Holly Thomas