Jaelen Mcintosh

Front Desk Agent

Adams Keegan

03.2022 - Current

Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Collected room deposits, fees, and payments.
Answered customer telephone calls promptly and appropriately handled needs.
Used internal software to process reservations, check-ins and check-outs.
Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
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.
Oversaw fast-paced front desk operations and guests' needs at busy facility.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Answered multi-line phone system and enthusiastically greeted callers.
Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
Confirmed important personal and payment information for compliance with security and payment card industry standards.
Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Developed and maintained positive relationships with guests for satisfaction.
Trained new staff members in customer service techniques and hotel operations.
Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Kept accounts in balance and ran daily reports to verify totals.
Enforced policies and procedures to increase efficiency.
Introduced customers to resort amenities with pleasant and helpful demeanor.
Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Prepared reports on guest satisfaction levels and other metrics.
Coordinated with vendors for repair and maintenance of hotel.
Monitored staff performance and provided feedback and guidance.
Stored guest valuables in safe and individual boxes for security.