Summary
Overview
Work History
Education
Skills
Timeline
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Lilly Rose

Lincoln,NE

Summary

Reliable Guest Service Representative well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business. Committed to the hospitality industry with 4 years od full time experience striving for growth.

Overview

7
7
years of professional experience

Work History

Guest Service Representative

Residence Inn By Marriott Lincoln Southeast
06.2023 - Current
  • Handled high-pressure situations calmly, maintaining professionalism at all times.
  • Organized front desk area to maintain a professional and welcoming appearance for guests.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved guest issues effectively, ensuring a positive customer experience.
  • Enforced policies and procedures to increase efficiency.
  • Reported facility and room maintenance problems to appropriate personnel.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
  • Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
  • Collaborated with housekeeping staff to ensure seamless room transitions and availability.
  • Well versed in creating group blocks on fosse
  • Knowledgeable on creating reslinks with group housing solutions on MGS.

Assistant General Manger

Country Inn Benson
10.2019 - Current
  • Offer assistance to individual needs and requests of all guests, Ensure guests needs are responded to in timely and efficient manner.
  • Schedule staff adequately in order to maintain excellent service to guests at all times.
  • Assist general manager in day to day operations.
  • Received and resolved or assisted General manager in resolving guest complaints and service recovery process.
  • Select or assist in selection of hotel staff and completed all new hire paperwork.
  • Ensures property, grounds, physical plant and work areas maintained to standard.
  • Performs daily, weekly and monthly property and room inspections.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

Housekeeping Attendant

Cobblestone Hotel And Suites
03.2017 - 08.2019
  • Removed soiled linens and articles from rooms and delivered to laundry area. Made up beds with fresh and clean linen.
  • Removed trash from rooms and replaced liners in wastebaskets.
  • Polished and sanitized floors, counters, bathtubs, toilets, windows and windowsills.
  • Replenished guest supplies and amenities.
  • Reported guest issues, safety and maintenance concerns immediately to supervisor.
  • Polished and sanitized lobbies, workout rooms, public bathrooms, and guest laundry facilities.
  • Coached new housekeeping personnel by demonstrating approved cleaning procedures.

Education

High School Diploma -

Jr-Sr High School At Palmyra
Palmyra, NE
05.2020

Skills

  • Team Leadership Strength
  • Hiring and Onboarding
  • Decision Making
  • Supply Monitoring
  • Goal Setting
  • Quality Assurance
  • Computer Software: Fosse, MGS
  • Customer Service
  • Organizational
  • Detail Oriented
  • Communication
  • Observation

Timeline

Guest Service Representative

Residence Inn By Marriott Lincoln Southeast
06.2023 - Current

Assistant General Manger

Country Inn Benson
10.2019 - Current

Housekeeping Attendant

Cobblestone Hotel And Suites
03.2017 - 08.2019

High School Diploma -

Jr-Sr High School At Palmyra

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Lilly Rose