KIMBERLIE HANNAH
Wayland,MI
Summary
Guest Services professional with background in delivering exceptional customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, managing reservations, and ensuring smooth operations. Reliable, flexible, and focused on enhancing guest services and operational efficiency.
Overview
11
11
years of professional experience
Work History
Guest Service Representative/Guest Service Agent
Gun Lake Casino
07.2021 - Current
- I am currently responsible for providing AAA Four Diamond level customer service as a Guest Relations Representative
- In this position I am the first point of contact for guests, playing a pivotal role in delivering unsurpassed service and enhancing their overall experience
- Interacted with guests in a friendly manner, handling all guest opportunities promptly
- Satisfied and resolved incoming guest inquiries and issues with professionalism and efficiency
- Recognized opportunities to engage with guests and inquire how else I could make their visit complete and enjoyable
- Offered to make dinner reservations and provide information on other resort amenities and services
- Provided geographical direction and information to callers
- Assisted guests in booking and confirming online reservations
- Maintained a working knowledge of promotions and special events to effectively explain them to guests
- Instructed guests on gameplay, basic rules and guidelines
- Answered incoming calls on a multi-line phone system, determining the purpose of the calls and forwarding them to the appropriate personnel or team member
- Provided information to guests on casino amenities, services offered, restaurants, entertainment, and special promotions
- Assisted in other clerical duties and support functions as needed, such as maintaining accurate records of guest interactions, inquiries, and actions taken
- Effectively communicated both written and verbally with guests, team members, and management
Guest Service Coordinator
Gun Lake Casino
12.2020 - 07.2021
- As a Guest Service Coordinator I was responsible for serving drinks at self-serve stations to mitigate the spread of Covid-19
- I was also responsible for helping to keep the gaming floor clean while managing the mask policy and social distancing
- Another duty during this time was to aid security at the doors
Tracking Department Manager
Eclipse Expediting
01.2014 - 05.2020
- I started as a caller and advanced very quickly to department management
- I did everything from calling drivers and carriers for status updates as well as brokering freight and dispatching
- I maintained positive customer relations by addressing problems head on and implementing successful corrective actions
- I trained and lead a team of 5-6 individuals at a time
- I evaluated carriers/ drivers/team members by assessing quality, timeliness and compliance to maintain tight cost controls and maximize efficiency
- Updated policies to reflect changing conditions and maintain optimal standards for all employees
- I added documents to file records and created new records to support filing needs
- Reviewed and updated client and customer files and internal database information to maintain accurate records
Waitress
B.R. Dinner
05.2013 - 01.2014
- I maintained order efficiency and accuracy through clear communication with kitchen staff and coworkers to ensure customer satisfaction
- Maintained customer needs with friendly timely service, regular table check ins to assess meal or beverage needs and ensuring complete customer satisfaction
- I was responsible for serving and bussing up to 15 tables at a time while maintaining a salad and taco buffet
- I performed opening and closing duties as well as rolling silverware and making sure everything was stocked and prepped for the next shift
Education
HSED -
Plainwell Community Education
Plainwell, MISkills
- Problem Resolution
- Attentiveness
- Policy & Procedure Adherence
- Strategy & Goal Planning
- Relationship Building & Management
- Self-Disciplined
- Staff Management & Development
- Recruitment & Training
- Customer Service
- Communication (Written & Verbal)
- Database Management
- Scheduling
- Computer Skills
- Detail Oriented
- Flexible Schedule
Timeline
Guest Service Representative/Guest Service Agent
Gun Lake Casino
07.2021 - Current
Guest Service Coordinator
Gun Lake Casino
12.2020 - 07.2021
Tracking Department Manager
Eclipse Expediting
01.2014 - 05.2020
Waitress
B.R. Dinner
05.2013 - 01.2014
HSED -
Plainwell Community Education
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