Lisa Flanagan
Nashua,NH
Summary
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
13
13
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
06.2021 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Facilitated welcoming environment, greeting guests upon arrival.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Maintained high levels of guest privacy by securely managing personal information.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Travel Associate
Penny Pitou Travel
10.2022 - 04.2024
- Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning
- Participated actively in ongoing professional development opportunities, continually expanding knowledge to better serve clientele.
- Provided expert advice on visa requirements, assisting clients through the application process as needed.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge of relevant policies and procedures.
- Facilitated timely communication between clients and suppliers.
- Coordinated special requests such as wheelchair assistance or dietary restrictions seamlessly into travel plans.
- Utilized advanced booking systems proficiently to optimize time management capabilities while handling multiple reservations simultaneously.
- Developed comprehensive destination guides, enhancing clients'' overall trip enjoyment by providing valuable insights into local attractions.
- Managed complex travel arrangements with attention to detail, ensuring seamless itineraries for business travelers.
- Streamlined booking processes for increased efficiency and faster reservation confirmations.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Followed up with customers to increase customer service with travel plans.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
1st Grade Teacher Assistant
Shaker Regional School District
08.2011 - 10.2022
- Supervised lunchtime duties effectively, promoting positive social interactions among students during meal times.
- Assisted lead teacher in conducting assessments, gathering valuable data on student understanding of key concepts throughout the year.
- Facilitated small group instruction sessions, enabling more focused attention on individual student needs.
- Designed creative bulletin boards showcasing student work, celebrating their achievements, and motivating continued effort towards success.
- Contributed significantly to improved classroom organization by maintaining clean spaces and proper storage of resources for easy access during lessons.
- Prepared instructional materials efficiently, allowing for smooth transitions between lessons and maximizing instructional time.
- Supported lead teacher in implementing differentiated instruction strategies to address diverse learning needs of students.
- Helped teacher prepare instructional material and displays.
- Cleaned, organized and restocked classrooms for upcoming classes.
- Took part in professional development workshops to boost skills.
- Maintained and operated classroom equipment to maximize use and lifespan.
- Helped teachers manage bus loading and unloading.
- Stepped into non-classroom environments such as libraries to help staff manage demand.
- Assisted with school field trips and special events by collecting permission slips and payments.
- Monitored students in computer lab to enforce proper use of resources.
Education
Associate of Science - Travel And Tourism
Hesser College
Manchester, NH05.1998
No Degree - Travel & Tourism
Johnson & Wales University
Providence, RI05.1998
High School Diploma -
Nashua High School
Nashua06.1995
Skills
- Customer Service
- Guest Services
- Guest accommodations
- Hospitality service expertise
- Listening Skills
- Administrative Skills
- Reservation Systems
- Front Office Support
- Administrative Support
- POS Systems
- Clerical duties
- Room assignments
- Reservations
- Registration
- Tourism Knowledge
- Corporate Branding
- Computer Skills
- Phone and Email Etiquette
- Detail Oriented
- Charge posting
- Attention to Detail
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Oral and written communications
Timeline
Travel Associate
Penny Pitou Travel
10.2022 - 04.2024
Front Desk Agent
Hampton Inn By Hilton
06.2021 - Current
1st Grade Teacher Assistant
Shaker Regional School District
08.2011 - 10.2022
Associate of Science - Travel And Tourism
Hesser College
No Degree - Travel & Tourism
Johnson & Wales University
High School Diploma -
Nashua High School
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