Marilyn Escalante
Bergenfield,NJ
Summary
Friendly and courteous Front Desk Agent with (12) years of experience serving in high traffic hotels. Consistently delivers first-rate service in fast-paced professional environments. Skilled at fostering positive relationships with guests and promoting customer loyalty.
Overview
19
19
years of professional experience
Work History
Front Desk Agent
MCR
New York New York
09.2013 - Current
- Managed guest check-ins and check-outs, ensuring seamless arrival experiences.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Collected room deposits, fees, and payments.
- 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.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
Guest Service Representative
Loews Regency New York
New York New York
01.2011 - 09.2012
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
Answering Service Operator
Loews Miami Beach Hotel
Miami Beach
10.2006 - 02.2009
- Managed high-volume incoming calls, ensuring timely and professional responses to guest inquiries.
- Coordinated communication between departments to resolve guest issues efficiently.
- Managed a high volume of inbound calls while accurately documenting interactions in the company database.
Education
High School Diploma -
Lafayette High School
Brooklyn, NY07.1991
Skills
- Creative Solutions
- Guest Satisfaction
- Performance Strategies
- Problem Solving
- Computer skills
- Light Speed
- Fluent in Spanish
Timeline
Front Desk Agent
MCR
09.2013 - Current
Guest Service Representative
Loews Regency New York
01.2011 - 09.2012
Answering Service Operator
Loews Miami Beach Hotel
10.2006 - 02.2009
High School Diploma -
Lafayette High School