A seasoned Guest Service Specialist with a proven track record at Medical University Hospital Authority, MUHA, I excel in enhancing guest experiences through exceptional communication and problem-solving skills. Demonstrated ability to improve customer satisfaction and retention by effectively managing reservations and addressing complaints with professionalism. My expertise also spans comprehensive guest relations and database administration, contributing to a 20% increase in guest retention.
Hi, I’m
Karen Goff
Charleston,SC
Summary
Overview
17
years of professional experience
Work History
Medical University Hospital Authority, MUHA
Guest Service Specialist
08.2006 - 06.2023
Job overview
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled customer complaints to satisfy and retain guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Facilitated and coordinated transportation services for guests.
- Assisted guests with variety of services and local attraction information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Created welcoming and comfortable environment for guests.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Provided accurate information regarding local attractions, restaurants and activities.
Education
University of Akron Ohio Akron, OH
Bachelor Of Arts from English And History
06.1974
University Overview
Skills
- Reservation Management
- Guest Relations
- Complaint Handling
- Language skills
- Exceptional communication
- Customer Service
- Record preparation
- Database Administration
- Data Collection
- Personnel Training
- Regulatory Compliance
- Information Management
- Administrative Support
- Records Management
- Clerical Support
- Report Preparation
- Meeting Support
- Task Prioritization
- Visitor and Customer Relations
- Relationship Building
- Needs Assessment
- Data Entry
- Documentation
- Conflict Resolution
- Adaptability
- Call Answering and Routing
- Mail handling
- Problem-solving abilities
- Problem-solving aptitude
- Referral Coordination
- Customer Complaint Resolution
- Interpersonal Skills
- Interpersonal Communication
- Documentation And Reporting
- Greeting and Seating Clients
- Self Motivation
- Courteous and Professional
- Office equipment operations
- Attention to Detail
- Professional Demeanor
- Written Communication
- Reliability
- Time management abilities
- Teamwork and Collaboration
- Active Listening
- Team building
- Adaptability and Flexibility
- Analytical Thinking
- Basic Math
- Time Management
- Team Collaboration
- Effective Communication
- Multitasking
- Problem-Solving
- Customer and client relations
Timeline
Guest Service Specialist
Medical University Hospital Authority, MUHA
08.2006 - 06.2023
University of Akron Ohio
Bachelor Of Arts from English And History
Similar Profiles
Brian LasseterBrian Lasseter
Medical Technologist Coordinator at Medical University Hospital Authority, MUHAMedical Technologist Coordinator at Medical University Hospital Authority, MUHA
Emily ShieldsEmily Shields
Dental Customer Service Representative at Medical University Hospital AuthorityDental Customer Service Representative at Medical University Hospital Authority
Rob LoganRob Logan
Supply Applications Systems Specialist at Medical University Hospital AuthoritySupply Applications Systems Specialist at Medical University Hospital Authority
Daniel StaffordDaniel Stafford
Manufacturing Technician at The Boeing CompanyManufacturing Technician at The Boeing Company
Parker BurnsParker Burns
Field Sales and Marketing Representative at Tectronic Industries, TTIField Sales and Marketing Representative at Tectronic Industries, TTI