Katyce Hathaway
Riverdale,MD
Summary
Dynamic Guest Service Representative with extensive experience at Viceroy Hotel Management, excelling in guest relations and issue resolution. Advance in upselling rooms rates and room upgrades. Proficient in Microsoft Excel and Word. I am trustworthy handling checks, cash and credit cards accurately. I effectively managed check-in processes and maintained meticulous records, enhancing guest satisfaction. Known for strong communication skills, I consistently ensured a welcoming environment and addressed concerns promptly.
Overview
5
5
years of professional experience
Work History
Front Desk Receptionist
Hilton
Washington, DC
04.2025 - Current
- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated room reservations and maintained accurate booking records using property management systems.
- Assisted in training new front desk staff on procedures and customer service standards.
Guest Service Representative
Viceroy Hotel Management
Washington, DC
04.2024 - 03.2025
- Assisted with luggage handling, valet services and concierge services.
- Maintained accurate and up-to-date records of guest information.
- Managed check-in and check-out procedures for guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Auditing checks, and cards of reservations
- Handled cash, credit card and check payments
Floor Host
Forrest Solutions Group
Washington, DC
06.2023 - 06.2024
- Collected credit card, cash and dispensed change for cash transactions.
- Provided patrons with estimated waiting times during peak service hours.
- Answered phone calls to, give information and document reservations.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Maintained balanced cash drawer with correct money values and accurate documentation.
Floor Associate
Walmart
Washington, DC
04.2021 - 05.2023
- Answered questions about store policies and addressed customer concerns.
- Informed customers of current store promotions to encourage additional sales purchases.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Education
Suitland High School
Suitland, MD05.2020
Skills
- Computer skills
- Detail-oriented
- Guest relations
- Verbal and written communication
- Basic accounting
- Advanced with enrolling guest into hotel membership
- Data entry proficiency
- Issue resolution
- Concierge support
- Proficient in Microsoft Word, Excel
Timeline
Front Desk Receptionist
Hilton
04.2025 - Current
Guest Service Representative
Viceroy Hotel Management
04.2024 - 03.2025
Floor Host
Forrest Solutions Group
06.2023 - 06.2024
Floor Associate
Walmart
04.2021 - 05.2023
Suitland High School