Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karen Wells

Salina,KS

Summary

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. 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. 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. 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. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

20
20
years of professional experience

Work History

Front Desk Agent

Comfort Suites Hotel
08.2022 - Current
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Collected room deposits, fees and payments.
  • Used internal software to process reservations, check-ins and check-outs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Answered multi-line phone system and greeted callers enthusiastically.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
  • Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Assisted at front desk when and handled purchases at gift shop.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
  • Prepared weekly employee work schedules for team members.

Security Guard

Americas Security
02.2022 - 02.2023
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Patrolled and monitored premises in company vehicle, on bicycle and by foot.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Checked and verified photo identification prior to granting facility access.
  • Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
  • Secured personal and company goods against robbery, vandalism and illegal entry.
  • Permitted entry with escort for approved persons into secure locations.
  • Completed full building and grounds patrols every [Timeframe] to spot and investigate concerns.
  • Monitored employee activities, confirming compliance with security regulations.
  • Oversaw entry and exit of up to [Number] employees and visitors daily.
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Reported irregularities such as fire and safety hazards to maintenance.
  • Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
  • Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
  • Interacted assertively but non-confrontationally with personnel and general public.
  • Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
  • Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
  • Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Identified violators and escorted departing personnel to guard against theft of property.
  • Contacted law enforcement in case of unauthorized persons, documents and materials.

Lead Consultant

Schwans Supply Food Chain
01.1980 - 04.1998
  • Identified business issues through careful collaboration with key stakeholders.
  • Prioritized projects and project tasks depending upon key milestones and deadline dates.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Developed program schedules and monitored milestones, managing production flow to guide production orders to correct and timely completion.
  • Developed [Type] solutions based upon clients' strict requirements.
  • Researched latest trends and innovations in [Name of Industry] sector.
  • Performed gap analysis and provided plans based off of identified recommendations.
  • Evaluated entry and exit criteria for applications, working with clients to capture enterprise technical requirements comprehensively.
  • Completed required financial paperwork and contributed to financial reporting on daily sales, close-outs and bank deposits.
  • Configured [Software] systems to meet unique business requirements of individual clients, tailoring to particular task flows and production cycles.
  • Oversaw digital imaging, scheduling and running production on full-service orders.
  • Assisted clients in fully integrating company solutions into current business environments, providing input on best practices and recommendations for maximizing utility of company solutions.
  • Supported investment management via funding requests, baseline change requests and regular project reporting.
  • Analyzed requirements, developed cost estimates, evaluated alternative solutions and supported information system acquisition and implementation.
  • Prepared project lifecycle documentation and project management plans.
  • Received customer orders, quoted pricing information, performed consultative selling to customers and recommended company products and services tracks.
  • Led team providing [Type] project management support, managing tasking, schedules, deliverables and customer relations for high-visibility enterprise-wide projects.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Authored detailed work plans to meet business priorities and deadlines.
  • Supported clients with business analysis, documentation and data modeling.
  • Developed service plans in consultation with clients, and performed follow-ups assessing quantity and quality of services.
  • Created detailed roadmaps of action items and project goals and generated reports to inform budgeting and planning.
  • Developed strategic component development plans to support future projects.
  • Tracked costs and expenses to compare with original budget and identify failure points.
  • Boosted success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
  • Took detailed notes and kept records of program and performance progress, education initiatives and leadership.
  • Initiated success of client's organization by improving performance, hiring practices and management systems.
  • Updated stakeholders on key milestones for projects.
  • Developed comprehensive business cases to analyze costs, benefits, ROI and TCO of proposed solutions.
  • Saved considerable costs by renegotiating outsourcing contracts.
  • Developed virtual teams with focus on trust development and extreme programming.
  • Improved client sales by automating system e-commerce feature.

Education

Emt - EMT

Allen Thornton Trade School
Salina,Kansas
06.1979

High School Diploma -

Bradshaw High School
Florence, Alabama
05.1972

Skills

  • Mail and Packages
  • Office Management
  • Front Desk Management
  • Guest Satisfaction
  • Cash Handling
  • Personable Demeanor
  • Problem-Solving Skills
  • Room Assignments
  • Hospitality Service
  • Transportation Information
  • Automated Telephone Systems
  • Supply Replenishment
  • Safety and Security Procedures
  • Sales Expertise
  • Time Management
  • Lobby Auditing
  • Guest Services
  • Local Arts and Culture
  • Verifying Reservations
  • Credit and Cash Payments
  • Posting Charges
  • Transaction Processing
  • Payment Oversight
  • Written and Oral Communications
  • Social Perceptiveness
  • Product and Service Sales
  • Customer Service
  • POS Systems
  • Clerical Support
  • Guest Ledger
  • Concierge Services
  • Effective Planning
  • Inventory Oversight
  • Reporting Capabilities
  • Checking Guests In and Out
  • Corporate Branding
  • Listening Skills
  • Administrative Support
  • Creative Solutions
  • Professional Relationships
  • Service Dispatching
  • File Management
  • ASI Front Desk
  • Word Processing
  • Conflict and Issue Documentation
  • Transportation Arrangements
  • Records Preparation
  • Conference and Meeting Planning
  • Office Meetings
  • Conflict Management
  • Team Oversight
  • Dining and Amenity Recommendations
  • Availability Record Keeping
  • Hotel Reservations
  • Business Correspondence
  • Constructive Feedback
  • Two-Way Radio Operation
  • Facilities Management Software
  • Financial Information Review
  • Special Reservations
  • Performance Strategies
  • Monitor Security
  • Message Delivery
  • Security Protocols
  • Issue Identification
  • Fitness Center Management
  • Quality Assessments
  • Compute Bills
  • Travel Recommendations
  • Nightly Audits
  • HIPAA Guidelines
  • Manage Research
  • Childcare Settings
  • Coordinate Housekeeping
  • Employee Retention
  • Supplies and Materials Oversight
  • Service Quality
  • Lobby Maintenance
  • Dynamic Communication Skills
  • Operational Efficiency
  • Check in and Checkout Procedures
  • Guest Inquiries
  • Serve Guests
  • Running Backups
  • Rewards Programs
  • Office Supplies and Inventory
  • Tour Arrangements
  • Revenue Reviews
  • Telephone Reservations
  • Mentoring
  • Keenness
  • Bookkeeping
  • Marketing
  • Registration

Timeline

Front Desk Agent

Comfort Suites Hotel
08.2022 - Current

Security Guard

Americas Security
02.2022 - 02.2023

Lead Consultant

Schwans Supply Food Chain
01.1980 - 04.1998

Emt - EMT

Allen Thornton Trade School

High School Diploma -

Bradshaw High School
Karen Wells