Keanna Bradford
SAN DIEGO,California
Summary
Accomplished Guest Service Agent with a proven track record at Westgate Hotel, enhancing guest satisfaction through expert resolution of billing disputes and personalized service recommendations. Skilled in guest communication and data entry, I excel in upselling and fostering repeat business, significantly contributing to revenue growth and operational efficiency.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Westgate Hotel
09.2022 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Guest Service Agent
Carte A Curio Collection By Hilton
05.2019 - 08.2022
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Guest Service Representative
La Valencia Hotel
01.2016 - 08.2019
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Contributed to increase in repeat business by developing strong relationships with guests.
- Collaborated with marketing team to promote special offers and packages, driving occupancy rates.
- Improved team efficiency with thorough training on customer service protocols.
Education
High School Diploma -
Mount Miguel High School
San Diego, CASkills
- Guest communication
- Listening skills
- Writing and verbal communication
- Check-in and Check-out procedures
- Guest inquiry resolution
- Guest services
- Team building and supervision
- Data entry proficiency
- Administrative skills
Timeline
Guest Service Agent
Westgate Hotel
09.2022 - Current
Guest Service Agent
Carte A Curio Collection By Hilton
05.2019 - 08.2022
Guest Service Representative
La Valencia Hotel
01.2016 - 08.2019
High School Diploma -
Mount Miguel High School
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