KATHY BROWN
16781 Chagrin Blvd 134, Shaker Heights ,OH
Summary
Adept Guest Service Representative with proven expertise in reservation management and exceptional customer service, honed at Extended Stay Hotels and Choice Hotels. Skilled in creating welcoming environments and resolving guest issues efficiently, demonstrating a high level of professionalism and guest relations. Achieved a significant increase in guest satisfaction through dynamic communication and organizational skills.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Guest Service Representative
Extended Stay Hotels
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- 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.
- Maintained accurate and up-to-date records of guest information.
- Greeted guests upon arrival by providing warm welcome.
- Handled customer complaints to satisfy and retain guests.
- Assisted guests with variety of services and local attraction information.
- Managed check-in and check-out procedures for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Provided accurate information regarding local attractions, restaurants and activities.
- Upheld hotel policies and procedures by providing high level of customer service.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Created welcoming and comfortable environment for guests.
- Facilitated and coordinated transportation services for guests.
Guest Service Representative
Choice Hotels
11.2022 - 02.2024
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- 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.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained accurate and up-to-date records of guest information.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Greeted guests upon arrival by providing warm welcome.
- Handled customer complaints to satisfy and retain guests.
- Assisted guests with variety of services and local attraction information.
- Managed check-in and check-out procedures for guests.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Provided accurate information regarding local attractions, restaurants and activities.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Created welcoming and comfortable environment for guests.
Education
Hotel Management Rooms Division - Hotels
Udemy
California 01.2022
Bussiness Associate - Acounting 1 And 11
MTI BUSINESS OHIO
Cleveland, OH05.1989
Skills
- Guest Relations
- Information Protection
- Reservation Management
- Customer Service
Accomplishments
- Achieved Result through effectively helping with Task.
- Achieved Result by completing Task with accuracy and efficiency.
- Documented and resolved Issue which led to Results.
Certification
- Hotel Management the Rooms division, Udemy
- Residential Propert Management Essential
- HIPAA Training for 2020
- Commitment
- Choice University International
Timeline
Guest Service Representative
Choice Hotels
11.2022 - 02.2024
Guest Service Representative
Extended Stay Hotels
Hotel Management Rooms Division - Hotels
Udemy
Bussiness Associate - Acounting 1 And 11
MTI BUSINESS OHIO
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