Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Katherine Rivera

Laurel,MD

Summary

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. 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.

Overview

2
2
years of professional experience

Work History

Hotel Front Desk Agent

Baywood Hotels
05.2022 - Current
  • Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
  • Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
  • Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
  • Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
  • Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Stored guest valuables in safe and individual boxes for security.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
  • Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
  • Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
  • Maintained strict confidentiality regarding sensitive guest information as per company policy guidelines.
  • Collected room deposits, fees, and payments.
  • Trained new staff members in customer service techniques and hotel operations.
  • Proven ability to learn quickly and adapt to new situations.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Learned and adapted quickly to new technology and software applications.
  • Worked well in a team setting, providing support and guidance.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.

Retail Sales Associate

Ross Dress For Less
10.2021 - 11.2021
  • Organized and detail-oriented with a strong work ethic.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.

Education

High School Diploma -

Governor Mifflin Senior High School
Shillington, PA
05.2022

Skills

  • Staff Training
  • Front Desk Management
  • Quality Assessment
  • Reservations
  • Transaction Processing
  • Front Office Management
  • Computer Skills
  • Conflict Management
  • Cash Handling
  • Guest Relations
  • Teamwork and Collaboration
  • Customer Service Management
  • Problem-Solving
  • Customer Service
  • Relationship Building
  • Problem-solving skills
  • Payment Collection
  • Office Organization
  • Phone and Email Etiquette
  • Charge posting
  • Professional Appearance
  • Effective Planning
  • Reservation Management
  • Hospitality services
  • Data Gathering
  • Data Entry
  • Guest Reception
  • Detail Oriented
  • Initiative-taking
  • Coaching and Mentoring
  • Teamwork orientation
  • Time Management
  • Quality Assurance
  • Social Perceptiveness
  • Interpersonal Communication
  • Team building
  • Conflict Resolution
  • Active Listening

Additional Information

As for my references, my managers Nannette Berrios and James Sieck. Their email are Nannette.Berrios2@hilton.com and James.Sieck@hilton,com.

Languages

Spanish
Native or Bilingual

Timeline

Hotel Front Desk Agent

Baywood Hotels
05.2022 - Current

Retail Sales Associate

Ross Dress For Less
10.2021 - 11.2021

High School Diploma -

Governor Mifflin Senior High School

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Katherine Rivera