Jessica Hooten
North Little Rock,AR
Summary
Diligent Customer Service Associate with a solid background in managing front desk operations and guest interactions. Adept at ensuring seamless check-ins and providing excellent customer service. Demonstrates skills in multitasking and problem-solving to enhance guest satisfaction.
Overview
5
5
years of professional experience
Work History
Front Desk Clerk
Best Western Southwest
12.2021 - Current
- Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service
- Managed a high volume of incoming calls, efficiently directing inquiries to the appropriate departments
- Maintained an organized front desk area, including managing guest reservations, handling mail and packages, and coordinating with housekeeping for room availability
- Processed guest payments accurately using the hotel's computerized system while maintaining strict confidentiality of personal information
- Handled check-out procedures efficiently by reviewing charges, processing payments, and providing detailed invoices upon request
- Maintained knowledge of current promotions, discounts, and loyalty programs to effectively upsell services or upgrades to guests
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Coordinated group bookings efficiently, ensuring all necessary preparations were completed in advance of guest arrival dates.
- Trained new front desk associates on standard operating procedures to ensure consistency in service delivery
Front Desk Associate
Courtyard by Marriott
11.2019 - 03.2020
- Maintained accurate records of room availability and guest accounts using computerized systems
- Assisted with the coordination of group bookings and special events, ensuring smooth operations
- Updated daily reports including occupancy rates, revenue figures, and VIP arrivals/departures for management review
- Collaborated with maintenance team to address any issues reported by guests promptly
- Coordinated with other departments such as concierge services or bell staff to fulfill specific guest requests
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
Education
High school diploma -
NLR High School
North Little Rock, AR05.2004
Skills
- Ability to type 60 wpm
- Ability to adapt and become very efficient to new things very quickly
- Time management
- Office Management
- Scheduling
- Customer service
- Scheduling appointments
- Administrative skills
- Office administration
- Problem-solving skills
- Clerical duties
- Office management
Personal Information
- Authorized To Work: US for any employer
Timeline
Front Desk Clerk
Best Western Southwest
12.2021 - Current
Front Desk Associate
Courtyard by Marriott
11.2019 - 03.2020
High school diploma -
NLR High School