Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jessica Michel

Colorado Springs,CO

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. 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. Reliable Job Title well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.

Overview

14
14
years of professional experience

Work History

Front Desk Agent

The Palm Garden Hotel
09.2021 - 12.2022
  • 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.
  • 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.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • 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.
  • 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.
  • Stored guest valuables in safe and individual boxes for security.
  • Monitored hotel's budget and financial records.

Cashier Manager

Valley Produce Market
05.2009 - 09.2013
  • Resolved customer complaints quickly to maintain customer satisfaction.
  • Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Built positive relationships with customers to increase repeat business.
  • Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
  • Assisted customers in need to promote pleasant shopping experiences and encourage return business.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Monitored areas for security issues and safety hazards.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Designed weekly sales promotions to attract new and repeat customers and increase sales.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Cashier

Los Tacos Locos
06.2017 - 10.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Tallied cash drawer at beginning and end of each work shift.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Processed refunds and exchanges in accordance with company policy.
  • Checked personal identifications during alcohol and tobacco sales.

Cashier

Big Lots
10.2009 - 12.2009
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.

Education

Highschool Diploma -

Royal High School
Simi Valley, CA
06.2009

Skills

  • Front Office Support
  • Transportation Information
  • Credit and Cash Payments
  • Automated Telephone Systems
  • Room Assignments
  • Report Generation
  • Registration Processing
  • Guest Relations
  • Safety and Security Procedures
  • Cash Handling
  • Sales Expertise
  • Guest Services
  • POS Systems
  • Inventory Oversight
  • Record Preparation
  • Registration
  • Office Management
  • Word Processing
  • Problem-Solving Skills
  • Customer Service
  • Reservations
  • Front Desk Management
  • Administrative Skills
  • Conference and Meeting Planning
  • Transaction Processing
  • Housekeeping
  • Listening Skills
  • Administrative Support
  • Guest Accommodations
  • Oral and Written Communications
  • Reporting Capabilities
  • Hospitality Services
  • Training and Mentoring
  • Active Listening
  • Attention to Detail
  • Tourism Knowledge
  • Excellent Communication
  • Microsoft Office
  • Reservation Systems
  • Social Media Management
  • Multitasking
  • Telephone Etiquette
  • Organizational Skills
  • Documentation
  • Problem Solving
  • Decision Making
  • Computer Proficiency
  • Interpersonal Skills
  • Invoicing and Billing
  • Data Entry
  • Records Management
  • Customer Service Management
  • Guest Registration
  • Revenue Management
  • Payment Processing
  • Room Service
  • Payment Collection
  • Guest Reception
  • POS System Operation
  • Computer Skills
  • Strategic Planning
  • Phone and Email Etiquette

Languages

Spanish
Native or Bilingual

Timeline

Front Desk Agent

The Palm Garden Hotel
09.2021 - 12.2022

Cashier

Los Tacos Locos
06.2017 - 10.2019

Cashier

Big Lots
10.2009 - 12.2009

Cashier Manager

Valley Produce Market
05.2009 - 09.2013

Highschool Diploma -

Royal High School

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Jessica Michel