Kay Anne Hernandez

Front Desk Lead Agent

San Jose Marriott

San Jose, USA

06.2013 - Current

Provided excellent customer service at all times while maintaining professional attitude with guests and colleagues alike.
Trained new front desk staff in customer service and telephone etiquette.
Performed daily audits of guest accounts using computerized system.
Responded promptly to all emails or phone calls from customers.
Coordinated support to facilitate general office operations.
Encouraged and improved cross-department internal communication.
Assisted organizational efforts by filing, entering data and answering phones.
Managed daily bookings ensuring that room availability is accurate in accordance with company guidelines.
Assigned rooms, issued keys, and provided information on hotel services.
Conducted regular performance reviews of team members to ensure quality standards are met.
Performed accounting or financial analysis.
Reviewed and approved vendor invoices.
Monitored inventory of supplies used at the front desk.
Offered reception coverage to relieve staff during absences or breaks.
Collaborated with other departments to resolve customer complaints quickly and efficiently.
Maintained positive working relationship with fellow staff and management.
Checked auditing discrepancies by reconciling cash drop and credit card transactions.
Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Addressed customer complaints in a professional manner to ensure satisfaction.
Implemented loyalty programs and promotional offers to retain and attract guests.
Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.