Mark Rouse
Worcester,MA
Summary
Dedicated guest service representative with expertise in hotel management and complaint resolution. Proven ability to enhance guest experiences and maintain strong customer relationships through efficient front desk operations and effective resolution of issues.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Guest Service Representative
Days Inn Hotel
Saugus, Massachusetts
05.2002 - 02.2003
- Welcomed guests at the hotel entrance, fostering a welcoming and positive first impression.
- Processed guest check-ins and check-outs efficiently.D83CDFE8
- Processed guest check-ins and check-outs efficiently.🏨
- Managed reservations using hotel management software.
- Assisted guests with special requests and accommodations.
- Collaborated with housekeeping to ensure room readiness for guests.
- Resolved guest complaints swiftly and professionally, enhancing guest satisfaction.
- Began as shuttle driver, handling airport-to-hotel guest pickup and drop-off; shortly promoted to front desk guest agent; became shuttle service supervisor; cross-trained as overnight auditor.
Software Engineer
Trelix Corporation
Concord , MA
08.2000 - 03.2001
- Developed, tested, debugged and documented software programs using Java, JavaScript and HTML and CSS.
- Developed web applications using multiple engineering languages to enhance functionality and user experience.
- Contributed to system architecture design for new software solutions, ensuring alignment with project requirements.
- Tested software features to identify bugs and ensure functionality.
- Participated in code reviews to ensure quality and maintain coding standards.
- Collaborated with team members to troubleshoot and resolve technical issues.
- Designed databases to store application data using SQL Server or MongoDB technology.
IS team member
Small Business Bureau
Worcester, MA
10.1999 - 08.2000
- Developed software components and applications using Java, JavaScript, HTML, and CSS.
- Implemented automated testing frameworks to enhance software reliability and performance.
- Resolved technical issues by troubleshooting software bugs and system errors.
- Collaborated with cross-functional teams to define project requirements and specifications.
- Documented software designs, processes, and user manuals for team reference.
Education
Associate of Science -
Clark University
Worcester, MA03-1998
Skills
- Guest services
- Front desk management
- Reservation management
- Booking systems
- Hospitality management
- Issue resolution
- Client relationship management
Certification
- Act database administrator, SQL server,SQL
Timeline
Guest Service Representative
Days Inn Hotel
05.2002 - 02.2003
Software Engineer
Trelix Corporation
08.2000 - 03.2001
IS team member
Small Business Bureau
10.1999 - 08.2000
Associate of Science -
Clark University