Summary
Overview
Work History
Education
Skills
Timeline
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Kaitlin Holt

Murfreesboro,TN

Summary

Proven Front Desk Agent at Residence Inn By Marriott, excelling in customer service and problem-solving, enhanced guest satisfaction, and streamlined operations. Achieved high occupancy rates through effective time management and Microsoft Office proficiency. Demonstrated exceptional hospitality services, ensuring repeat business and positive feedback. 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. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

5
5
years of professional experience

Work History

Front Desk Agent

Residence Inn By Marriot
11.2022 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.

Front Desk Agent

Residence Inn By Marriot
06.2019 - 07.2021
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.

Education

High School Diploma -

Riverdale High School
Murfreesboro, TN
05.2020

Skills

  • Customer Service
  • Problem-solving skills
  • Hospitality services
  • Time Management
  • Oral and written communications
  • Guest accommodations
  • Listening Skills
  • Administrative Skills
  • Microsoft Office
  • POS Systems

Timeline

Front Desk Agent

Residence Inn By Marriot
11.2022 - Current

Front Desk Agent

Residence Inn By Marriot
06.2019 - 07.2021

High School Diploma -

Riverdale High School

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Kaitlin Holt