Kate Flores
Pensacola,FL
Summary
Proven Front Desk Associate at Navy Gateway Inns and Suites, adept in guest relations and office administration, enhanced customer satisfaction through effective problem-solving and time management. Trained new hires, ensuring team productivity. Skilled in multi-line phone systems and credit card handling, consistently maintained account accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Associate
Navy Gateway Inns and Suites
01.2011 - 11.2019
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Answered multi-line phone system and enthusiastically greeted callers.
- Kept accounts in balance and ran daily reports to verify totals.
Front Desk Associate
Navy Gateway Inns and Suites
05.2007 - 06.2009
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized hotel management software for data entry and reporting purposes.
- Answered customer telephone calls promptly and appropriately handled needs.
- Kept accounts in balance and ran daily reports to verify totals.
Education
No Degree - College
University of Manila
Manila Phillippines 08.1977
High School
St.Catherine’s Academy
Manila Philippines05.1975
Skills
- Time Management
- Problem-solving skills
- Listening Skills
- Guest Relations
- Credit card handling
- Office Administration
- File Management
- Drawer balancing
- Multi-Line Phone Systems
Certification
- Customer Service Certification - Customer Service Institute of America (CSIA).
- Security Awareness Training for the Hospitality Industry – ASIS International.
Timeline
Front Desk Associate
Navy Gateway Inns and Suites
01.2011 - 11.2019
Front Desk Associate
Navy Gateway Inns and Suites
05.2007 - 06.2009
No Degree - College
University of Manila
High School
St.Catherine’s Academy
- Customer Service Certification - Customer Service Institute of America (CSIA).
- Security Awareness Training for the Hospitality Industry – ASIS International.
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