James Williams
Santa Maria,CA
Summary
Dynamic and results-driven professional with extensive experience as a Lead Front Desk Agent at Kamla Hotels, excelling in guest satisfaction and complaint handling. Proven track record in streamlining check-in processes and training staff, enhancing operational efficiency. Strong leadership and exceptional communication skills ensure memorable guest experiences and foster repeat visits.
Professional front desk specialist with strong skills in customer service, conflict resolution, and administrative tasks. Known for fostering team collaboration and delivering consistent results. Flexible and reliable, adapting quickly to changing needs. Strong interpersonal and communication abilities, ensuring smooth daily operations.
Overview
12
12
years of professional experience
Work History
Lead Front Desk Agent
Kamla Hotels
Hilton Garden Inn, Pismo Beach, CA
06.2022 - Current
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in and check-out processes for improved guest experience.
- Assisted with event coordination at the hotel, ensuring smooth operations during conferences or special occasions.
- Managed room reservations, ensuring accurate bookings and minimized overbooking incidents.
- Provided exceptional customer service, resulting in positive feedback from guests and increased repeat visits.
- Executed positive demeanor to each and every visitor approaching front desk.
- Quickly answered calls and routed to proper guest or department using multiline phone system.
- Trained new employees on front desk procedures, improving the overall efficiency of the team.
- Complied with all safety regulations and company policies consistently to maintain a secure environment for guests and staff alike.
- Resolved guest issues promptly, maintaining a high level of customer satisfaction.
- Maintained accurate cash handling procedures, minimizing discrepancies in daily financial reports.
- Worked closely with management to identify areas for improvement in front desk operations.
- Ensured effective communication between various hotel departments for seamless guest experiences throughout their stay.
- Answered customer telephone calls promptly and appropriately handled needs.
- Collected room deposits, fees, and payments.
Front Desk Agent
Highgate Hotels
Hilton Garden Inn, Pismo Beach, CA
03.2020 - 06.2022
Front Desk Agent
Ishwar Realty LLC
Hampton Inn Santa Maria, CA
10.2019 - 03.2020
Front Desk Agent
Island Hospitality
Hilton Garden Inn Pismo Beach CA
06.2016 - 10.2019
Night Auditor
The Historic Santa Maria Inn
Santa Maria, CA
10.2013 - 06.2016
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Associate of Arts - Criminal Justice
Greenville Technical College
Greenville, SC06-1980
Skills
- Guest satisfaction
- Check-in and Check-out procedures
- Maintaining confidentiality
- Exceptional communication
- Guest relations
- Complaint handling
- Emergency procedures
- Hotel policies
- Room assignment
- Strong leadership
- Credit and cash payments
Timeline
Lead Front Desk Agent
Kamla Hotels
06.2022 - Current
Front Desk Agent
Highgate Hotels
03.2020 - 06.2022
Front Desk Agent
Ishwar Realty LLC
10.2019 - 03.2020
Front Desk Agent
Island Hospitality
06.2016 - 10.2019
Night Auditor
The Historic Santa Maria Inn
10.2013 - 06.2016
Associate of Arts - Criminal Justice
Greenville Technical College