Summary
Overview
Work History
Education
Skills
Timeline
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Inez Humbert

Norfolk,VA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful [Type] setting. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.

Overview

28
28
years of professional experience

Work History

Front Desk Agent

Doubletree Norfolk Airport
03.2023 - Current
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Kept accounts in balance and ran daily reports to verify totals.

Front Desk Manager

Bella Josephine Salon & Spa
02.2015 - 04.2020
  • Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Implemented policies and procedures to maintain compliance with brand standards and local regulations.
  • Increased repeat business by providing exceptional service and promptly handling guest feedback.
  • Promoted upselling opportunities to maximize revenue through available add-ons and packages.
  • Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
  • Coordinated with sales department to identify potential leads from incoming inquiries.
  • Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Attended staff meetings and brought issues to attention of upper management.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.

Bartender

Trifecta Sports Bar & Grill
12.2003 - 06.2009
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Streamlined inventory management, accurately tracking stock levels to minimize waste and control costs.
  • Continuously updated knowledge of industry trends, introducing new cocktails and techniques to the menu.
  • Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
  • Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
  • Participated in promotional events, representing the establishment positively while showcasing signature cocktails.
  • Consistently met or exceeded sales targets by upselling premium products without compromising guest satisfaction.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Explained daily specials and beverage promotions to exceed daily sales goals.
  • Followed strict recipes and drink measurements to minimize product used.
  • Recruited and trained new bartenders and barbacks to help maintain talented team.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Maintained impeccably clean, attractive and well-stocked bar area.
  • Kept bar stocked with liquors, juices and garnishes for drinks.

Banquet Server

Reading Country Club
06.1996 - 08.2003
  • Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
  • Ensured timely food delivery by effectively communicating with kitchen staff and coordinating efforts.
  • Maintained a clean and organized dining area for optimal guest comfort and enjoyment.
  • Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
  • Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
  • Increased overall event success by anticipating guests'' needs and promptly addressing requests or concerns.
  • Contributed to positive guest feedback by consistently delivering high-quality service in a professional manner.
  • Handled special dietary requests, ensuring all guests received appropriate meals according to their preferences or restrictions.
  • Completed post-event tasks such as cleaning, breakdown, and inventory management to prepare for future banquets efficiently.
  • Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
  • Delivered outstanding service even during peak hours or challenging circumstances, receiving commendations from both clients and supervisors alike.
  • Efficiently resolved guest complaints using excellent problem-solving skills resulting in satisfied customers who continued attending future events at the venue.
  • Adapted to last-minute changes in event schedules or requirements, effectively modifying plans and maintaining service quality without any negative impact on guest experience.
  • Provided exceptional assistance in training new banquet servers, sharing valuable industry knowledge and best practices for efficient service delivery.
  • Set up banquet tables and chairs based on event requirements.
  • Carried out professional service, retaining polite and friendly approach at all times.
  • Provided friendly, courteous service to create memorable moments for guests.
  • Arranged linens and table settings according to seating plan and event theme.
  • Maintained flexible work schedule to meet event needs.
  • Worked with banquet manager to coordinate event set up and schedule.
  • Handled food and beverage orders for up to [Number] guests, delivering prompt and friendly service.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Answered guest questions about event plans and food service choices.
  • Refilled beverage glasses, cleared and reset tables, and stocked service areas.
  • Served meals to customers according to established guidelines.

Education

High School Diploma -

Exeter Twp Senior High School
Reading, PA
06.1996

Skills

  • Transportation Information
  • Credit and Cash Payments
  • Automated Telephone Systems
  • Room Assignments
  • Registration Processing
  • Front Office Support
  • Guest Relations
  • Training and Mentoring
  • Hospitality Best Practices
  • Team Oversight
  • Reservations
  • Cash Handling

Timeline

Front Desk Agent

Doubletree Norfolk Airport
03.2023 - Current

Front Desk Manager

Bella Josephine Salon & Spa
02.2015 - 04.2020

Bartender

Trifecta Sports Bar & Grill
12.2003 - 06.2009

Banquet Server

Reading Country Club
06.1996 - 08.2003

High School Diploma -

Exeter Twp Senior High School

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Inez Humbert