Larissa Masi
Tolland,CT
Summary
Enthusiastic individual eager to contribute to team success through hard work. Clear understanding of employer and customer satisfaction. Very fast learner, flexible and reliable. Motivated to learn, grow and dedicate myself to a career.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Greenwich Hospitality Group- Delamar West Hartford
West Hartford, CT
08.2021 - Current
- Experience with Opera software to process reservations, check-ins, check-outs, and billing.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Oversee fast-paced front desk operations and guests' needs at busy facility.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Collected room deposits, fees, and payments
- Answered customer telephone calls promptly, friendly, and appropriately handled needs.
- Experience with Opera software to process reservations, check-ins and check-outs.
- Abided by and trained in Forbes status customer service
Front Desk Guest Service Agent
Hampton By Hilton
04.2021 - 08.2021
- Used internal software OnQ to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collected room deposits, fees and payments.
- Issued room keys to guests upon check-in and answered questions regarding proper use..
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable or when working alone.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Groups and Wholesale Agent
Golden Nugget Hotels & Casinos
04.2018 - 04.2020
- Process all group reservation requests, group bookings and rooming lists, changes and cancellations received by phone, e-mail, internally and through group leaders/corporations.
- Excellent communicator and able to demonstrate high standards of hospitality and problem solving.
- Thoroughly inspect any and all documents pertaining to the groups that were arriving the day of to ensure all needs and requests have been met.
- Communicated with multiple departments including executive directors, managers, housekeeping, sales, and front desk.
- Used LMS to maintain company database with essential information needed for every individual guest myself or my coworkers would be checking in that day.
- Followed up with group leaders after check in was complete to assess satisfaction and resolve any issues guests may have had.
- On high occupancy days, check in would include about 15 groups a day at 20+ people per group
Education
High School Diploma -
Tolland High School
Tolland, CT 06.2013
Skills
- 4 years of hospitality and customer service experience
- Excellent communication skills
- Professional phone etiquette
- Recordkeeping strengths
- Works extremely well under pressure
- Detail and goal oriented
- Very flexible schedule and reliable
- Fast and eager learner that excels when given challenges
- Well versed in customer service
Timeline
Front Desk Agent
Greenwich Hospitality Group- Delamar West Hartford
08.2021 - Current
Front Desk Guest Service Agent
Hampton By Hilton
04.2021 - 08.2021
Groups and Wholesale Agent
Golden Nugget Hotels & Casinos
04.2018 - 04.2020
High School Diploma -
Tolland High School