Lucas Swinderman
Orlando,FL
Summary
Dynamic Guest Service Agent with a proven track record at Loews Hotels, excelling in guest communication and complaint resolution. Enhanced guest satisfaction through personalized service and efficient check-in/check-out processes. Skilled in cash management and team supervision, consistently maximizing revenue and profitability fostering a collaborative environment. For growth and innovative qualities for the company to expand.
Overview
2
2
years of professional experience
Work History
Guest Service Agent
Loews Hotels
Orlando, FL
08.2024 - Current
- Provided exceptional customer service, addressing guest inquiries and resolving issues efficiently.
- Managed check-in and check-out processes, ensuring timely and accurate transactions.
- Coordinated room assignments, optimizing guest satisfaction and operational flow.
- Assisted with special requests, enhancing overall guest experience through personalized service.
- Collaborated with housekeeping to ensure room readiness and adherence to quality standards.
- Trained new staff on customer service protocols and hotel policies, fostering a collaborative environment.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Assisted guests with variety of services and local attraction information.
Education
Bachelor of Science - Psychology
Southeastern University
Lakeland, FL06.2026
Skills
- Guest communication
- Listening skills
- Writing and verbal communication
- Check-in and Check-out procedures
- Guest inquiry resolution
- Complaint handling
- Guest services
- Team building and supervision
- Patience and composure
- Data entry proficiency
- Administrative skills
- Team player mentality
- Cash management
- Ticket sales
- Guest services agent training
- Payment collection
- Guest complaint resolution
- Customer rapport
- Invoice processing
- Proficient in software
- Guest relations
- Team member development
- Key card programming
- Spa and restaurant reservations
- Transportation arrangements
- Client relationship management
- Room assignment
- Fluent in language and language
- Timely complaint resolution
- Language proficiency
- Local points of interest
- Cash handling experience
- Paperwork handling
- Hotel amenity information
- Activity advising
Timeline
Guest Service Agent
Loews Hotels
08.2024 - Current
Bachelor of Science - Psychology
Southeastern University