Ilda Koljenovic
Far Rockaway,NY
Summary
Experienced Senior Front Desk Agent promoted within 10 months of hire. Achieved high guest satisfaction through professionalism, quick response times, and meticulous attention to detail. Recognized for surpassing sales targets and earning monthly sales revenue bonuses.
Overview
3
3
years of professional experience
Work History
Senior Front Desk Agent
Gotham Hotel
04.2022 - Current
- Delivered exceptional guest service by efficiently managing check-ins, check-outs, and multi-channel reservation pro (phone, in-person, online).
- Handled room deposits, billing, and payments with accuracy, reducing guest disputes.
- Resolved guest issues promptly, contributing to positive reviews and repeat patronage.
- Monitored staff performance, trained and mentored new front desk staff, improving service consistency.
- Coordinated housekeeping and maintenance staff to ensure room readiness and hotel standards.
- Received a job promotion within 10 months of hire date due to outstanding performance.
- Oversaw reservation payments via credit card and cash and had zero errors over the course of 12 months.
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times
- Managed group bookings and room inventory, ensuring optimal occupancy rates.
- Addressed online feedback to improve guest satisfaction and raise ratings.
- Maintained clean, organized, and welcoming front desk and lobby areas.
- Handled emergency situations with calm efficiency to ensure guest safety.
- Built strong relationships with frequent guests by personalizing service based on preferences.
Education
Associate Of Science - Accounting
LaGuardia Community College
Long Island City, NY06.2022
Bachelor Of Accounting - Business Accountancy
Queens College
Flushing, NYSkills
- Customer Service & Conflict Resolution
- Reservation & Booking Systems (Stay and Touch, Mews$
- Cash Handling & Payment Processing
- Team Leadership & Staff Training
- MS Excel, and Accounting Principles
- Fluent in English; Conversational in [Serbian, Bosnian, Croatian]
Languages
Serbian
Native or Bilingual
Bosnian
Full Professional
Croatian
Full Professional
English
Full Professional
Additional skills
- Reconciliation and journal entries
- Accounts receivable and payable management
- Balance sheet preparation and maintenance
Timeline
Senior Front Desk Agent
Gotham Hotel
04.2022 - Current
Associate Of Science - Accounting
LaGuardia Community College
Bachelor Of Accounting - Business Accountancy
Queens College
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