Marie Gabrielle CESAR
Orlando,FL
Summary
Reliable Front Desk agent 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.
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
1
1
year of professional experience
Work History
FRONT DESK AGENT
WESTGATE LAKES RESORTS AND SPA
06.2022 - Current
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
Education
Master of Science - MEDECINE
UNIVERSIDAD TECNOLOGICA DE SANTIAGO
DOMINICAN REPUBLIC10.2011
Skills
- Concierge Services
- Dining and Amenity Recommendations
- Listening Skills
- Constructive Feedback
- Facilities Management Software
- Creative Solutions
- Posting Charges
- Registration
- Check in and Checkout Procedures
- Room Assignments
- Written and Oral Communications
- Guest Satisfaction
- Automated Telephone Systems
- Checking Guests In and Out
- Credit and Cash Payments
- Customer Service
- Verifying Reservations
- Guest Services
- Hotel Reservations
- Professional Relationships
- Problem-Solving Skills
Languages
English
Full Professional
Creole
Native or Bilingual
French
Native or Bilingual
Spanish
Full Professional
Timeline
FRONT DESK AGENT
WESTGATE LAKES RESORTS AND SPA
06.2022 - Current
Master of Science - MEDECINE
UNIVERSIDAD TECNOLOGICA DE SANTIAGO
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