Jennifer Beck
Bismarck,ND
Summary
Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Guest Service Representative
Prairie Knights Casino & Resort
11.2014 - Current
- Welcomed guests on arrival, displaying professional and friendly approach.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Maintained accurate and up-to-date records of guest information.
- Responded to guest inquiries to maximize guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Supported event planning efforts by coordinating group reservations and managing special requests from attendees.
- Coordinated with sales team to process corporate accounts, group bookings, and other special reservation types effectively.
- Utilized property management software proficiently for efficient guest data management and reporting purposes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Enhanced guest satisfaction by providing exceptional customer service.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Resolved guest complaints diplomatically to maintain positive property reputation and high customer satisfaction rates.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
Educational Advisor
TRIO Talent Search
10.2012 - 10.2014
- Conducted academic advisement services for students on reoccurring basis to maintain educational progression.
- Investigated complaints and worked with students, parents and teachers on finding positive resolutions.
- Provided design content and instruction for SEP courses and workshops.
- Led group advising sessions on topics such as financial aid options or time management skills essential for academic success.
- Maintained student database and electronic records for each student contact.
- Answered student inquiries and resolved problems related to curriculum and course prerequisites.
- Provided support and guidance to students experiencing academic and personal troubles.
- Mentored students, offering advice and support on topic selection, appropriateness and academic value.
- Assisted students in selecting courses to align with interests and abilities.
- Consulted with students to advise on topic selection, appropriateness and academic value.
- Monitored student progress to drive successful academic outcomes.
- Advised students on educational, career and social opportunities.
- Provided resources to support students in achieving career goals.
- Advocated for students to access available resources.
Education
Associate of Arts - Business Administration
Cankdeska Cikana Community College
Fort Totten, ND07.2024
Associate of Science - Web Design And Networking
Lake Region State College
Devils Lake, ND05.2009
Bachelor of Science - Social And Behavioral Science
University of Mary
Bismarck, ND04.2009
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Guest Relations
- Issue Resolution
- Office Support
- Data Entry
- Complaint Handling
Timeline
Guest Service Representative
Prairie Knights Casino & Resort
11.2014 - Current
Educational Advisor
TRIO Talent Search
10.2012 - 10.2014
Associate of Arts - Business Administration
Cankdeska Cikana Community College
Associate of Science - Web Design And Networking
Lake Region State College
Bachelor of Science - Social And Behavioral Science
University of Mary
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