Karen Horton
Reno,NV
Summary
Professional in customer service with significant experience in managing reservations and providing excellent support. Strong focus on team collaboration and delivering results, adaptable to changing needs, and reliable in all situations. Skilled in communication, organization, and problem-solving, with keen ability to ensure efficient and accurate reservation processes.
Overview
28
28
years of professional experience
Work History
Reservation Agent
Atlantis Casino Resort Spa
02.2023 - Current
- Meet customer needs by matching personal preferences and requirements
- Provide guests with current information and events for Atlantis Casino Resort Spa and Monarch Casino Black Hawk Colorado properties
- Achieved complete customer satisfaction by investigating and resolving reservation issues
- Accurately take and relay guests requests to other departments such as VIP, Special Events and the Hotel Front Desk
- Accurately verify, input, and retrieve customer information
- Communicate well with guests and fellow team members
- Educated customers about facility amenities and available guests services by patiently answering questions
- Provided accurate information on room availability, rates, and amenities
- Collaborated with other departments to ensure seamless guest experiences
- Handled reservations and answered questions from interested patrons for busy 816-room hotel.
PBX Hotel Operator
Atlantis Casino Resort Spa
08.2021 - 10.2022
- Handled requests patiently with positive approach focused on meeting individual needs
- Assisted callers with diverse requests by providing timely and accurate information
- Helped callers reach desired personnel and offices with efficient transfers
- Monitored and maintained telephone equipment, reporting any issues or malfunctions
- Assisted over hundreds of customers daily by answering questions and transferring to appropriate departments.
- Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
Foster Care Provider
Washoe County Human Services
11.2005 - 02.2021
- Be competent adults with a demonstrated ability to exercise sound judgment and decision-making
- Integrity and conduct shall be above reproach, especially with regards to their role as foster caregivers
- A willing team member with the agency to establish and carry out agency goals for the children in care
- Possess skills necessary to live amiably as a family group
- Accept and respect each child as individuals
- Flexibility in approaches to childcare
- Participated in and effectively applied training as required
- Served as appropriate role model for foster children and their parents
- Transported foster children to appointments, school events, and extracurricular activities
- Maintained good community relationships
- Accepted emergency placements to meet needs of children requiring immediate removal from biological carers
- Offered consistent guidance during difficult transitions or life changes to help foster children adapt more easily.
Front Desk Receptionist
YMCA of British Columbia
12.2001 - 08.2004
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Managed Pro Shop and increase revenue by 45%
Manager of Operations
PCSWORLD/RELIANSE
09.1996 - 10.2001
- Attend meetings with convention Center and Show Management to ensure quality services for Exhibitors
- Increased sales and customer retention through marketing events and promotions
- Coordinating administrative and technical departments
- Scheduling employees
- Payroll
- Carrying out all weekly and yearly banking requirements
- Effectively trained and motivated employees
Education
Foster Care License - Foster Care License
Washoe County
Reno, NV07.2005
Associate of Arts - Secretarial Business Administration
Toronto School of Business
Toronto, ON06.1995
Associate of Arts - Aesthetics
Erith Collegre of Technology
London Enland06.1989
High School Diploma -
Lewisham Girls Secondary School
London,UK06.1986
Skills
- Reservation software
- Telephone reception
- Travel bookings
- Customer engagement
- Phone etiquette
- Schedule maintenance
- Record preparation
Timeline
Reservation Agent
Atlantis Casino Resort Spa
02.2023 - Current
PBX Hotel Operator
Atlantis Casino Resort Spa
08.2021 - 10.2022
Foster Care Provider
Washoe County Human Services
11.2005 - 02.2021
Front Desk Receptionist
YMCA of British Columbia
12.2001 - 08.2004
Manager of Operations
PCSWORLD/RELIANSE
09.1996 - 10.2001
Foster Care License - Foster Care License
Washoe County
Associate of Arts - Secretarial Business Administration
Toronto School of Business
Associate of Arts - Aesthetics
Erith Collegre of Technology
High School Diploma -
Lewisham Girls Secondary School
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