Lindsay DeFlorio
Deerfield Beach,FL
Summary
Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Veterinarian Assistant experienced in all aspects of animal hospital/kennel procedures
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hilton Boca Garden Inn
Boca Raton, FL
02.2020 - 08.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Maintained transaction security by verifying payment cards against identification.
- Executed positive demeanor to each and every visitor approaching front desk.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Kept accounts in balance and ran daily reports to verify totals.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Answered customer telephone calls promptly and appropriately.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Collected room deposits, fees and payments.
- Quickly answered calls and routed to proper guest or department using multiline phone system.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
- Provided services efficiently and with high level of accuracy.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Customer Service Representative
Assist Diabetics
Boca Raton, FL
04.2018 - 02.2020
- Answer phone calls from consumers, primarily elderly patients, process and assist with their requests.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
Customer Service Representative
Cops Monitoring
Boca Raton, FL
07.2017 - 03.2018
- Dispatcher/customer service, certified dispatcher, communication information to mobile units, remaining calm in emergency situations, multitasking.
- Executing correct personnel for emergency conditions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Answered customer telephone calls promptly to avoid on-hold wait times
Operator
Metro Dial
Hicksville, NY
09.2016 - 03.2017
- Fielding emergency calls/ alarms, emergency procedures expertise, providing proper emergency assistance.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Maintained updated and detailed records of calls in physical and electronic database.
- Documented all changes in computer tracking system.
- Deployed local fire and police departments in emergency situations
Veterinary Assistant
Townline Veterinary Group
Hauppauge, NY
08.2014 - 09.2016
- Triaged incoming patients to determine treatment needs and urgency of care.
- Answered owner animal health questions and advised on best care practices.
- Provided care for animals before surgeries,
- Maintained clean environment
- Observed safety regulations and proper handling
- Dispense medications
- Bathed and dipped dogs afflicted with parasitic infections and applied specific medications for itch relief.
- Managed medical intervention and therapy for animals in collaboration with veterinarian.
SUFFOLK COUNTY NY
04.2014 - 07.2014
- Investigated parolee gang activities or involvement, reviewed PSI (Pre-sentence Investigation) for probation officer, and tracked defendants seeking restitution.
- Trained in "Street Awareness".
Education
Associate in Science - Science in Criminology and Criminal Justice
Pittsburgh Technical Institute
Oakdale, PA07.2014
Skills
- Issue Escalation
- Customer Service
- Room Assignment
- Invoicing and Billing
- Nightly Audits
- Account Review
- Guest Registration
- Problem Solving
- Guest Message Transmission
- Data Gathering
- Decision Making
- Feedback Collection
- Reservations Management
- Check In and Check Out Procedures
- Inquiry Response
- Payment Collection
- Facilities Management Software
- Room Key Issuance
- Records Management
- Coaching and Mentoring
- Team Collaboration
- Negotiation Tactics
- Time Management
- Conflict Resolution
- Regulatory Compliance
- Relationship Establishment
- Team Supervision
- Registration processing
- Hospitality service expertise
- Guest services
- Room assignments
- Problem-solving skills
Certification
Volunteer North Fayette Police Department - Pittsburgh, PA October 2013 to October 2013 Assisted police officers with active field training.
Website Coordinator Medford Direct - Medford, NY
June 2010 to August 2012 Administrator for the company's website, maintaining and updating product information, descriptions and pricing.
2
Timeline
Front Desk Agent
Hilton Boca Garden Inn
02.2020 - 08.2021
Customer Service Representative
Assist Diabetics
04.2018 - 02.2020
Customer Service Representative
Cops Monitoring
07.2017 - 03.2018
Operator
Metro Dial
09.2016 - 03.2017
Veterinary Assistant
Townline Veterinary Group
08.2014 - 09.2016
SUFFOLK COUNTY NY
04.2014 - 07.2014
Associate in Science - Science in Criminology and Criminal Justice
Pittsburgh Technical Institute
Similar Profiles
Peter E. JarvisPeter E. Jarvis
Executive Director of Housekeeping / Food and Beverage Coordinator / Assistant General Manager / Task Force Manager/ Welcome Desk Supervisor at TPI Hospitality/ First Hospitality/ Sherman Associates – Hilton Garden Inn Eagan/ Hilton Garden Inn Bloomington/ Canopy MinneapolisExecutive Director of Housekeeping / Food and Beverage Coordinator / Assistant General Manager / Task Force Manager/ Welcome Desk Supervisor at TPI Hospitality/ First Hospitality/ Sherman Associates – Hilton Garden Inn Eagan/ Hilton Garden Inn Bloomington/ Canopy Minneapolis
Moumita ChatterjeeMoumita Chatterjee
Complex Duty Manager at Hilton & Hilton Garden Inn Manyata Business ParkComplex Duty Manager at Hilton & Hilton Garden Inn Manyata Business Park
Patricia PullinPatricia Pullin
Front Desk Agent at Hilton Garden Inn/Hampton InnFront Desk Agent at Hilton Garden Inn/Hampton Inn
SHAUN STEELESHAUN STEELE
Print & Client Services Manager at Office Depot IncPrint & Client Services Manager at Office Depot Inc
Jennifer NoelJennifer Noel
Technical Support Specialist at Cedar Sinai/Huntington Medical CenterTechnical Support Specialist at Cedar Sinai/Huntington Medical Center