Ma Rowena Perkins
Summary
Dedicated Guest Service Representative with extensive experience in hospitality. Recognized for effective communication and transaction processing skills. Committed to ongoing improvement initiatives that elevate guest satisfaction and operational efficiency.
Overview
9
9
years of professional experience
Work History
Guest Service Representative
US AIRFORCE INN
DAVIS-MONTHAN AFB, AZ
08.2019 - Current
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Provided exceptional customer service to guests at military lodging facility.
- Assisted guests with reservations and inquiries regarding accommodations and services.
- Handled guest complaints with professionalism and resolved issues promptly.
- Responded promptly to inquiries regarding availability of rooms and rates.
- Welcomed guests at the front desk, assessing their interests and accommodation needs.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Implemented feedback systems to gather insights for improving service quality.
- Provided guidance to new team members on how to perform tasks correctly.
- Ensured compliance with hotel policies and procedures.
Housekeeper
US AIRFORCE INN
DAVIS MONTHAN AFB, AZ
07.2017 - 08.2019
- Ensured cleanliness of guest rooms and public areas in military lodging facility.
- Collaborated with team members to efficiently complete daily cleaning schedules, maintaining high cleanliness standards.
- Restocked supplies and amenities, ensuring guest comfort and satisfaction.
- Operated cleaning equipment, including vacuums and floor buffers, with safety and efficiency.
- Followed established safety protocols while using cleaning chemicals and equipment.
- Reported maintenance issues to management, facilitating prompt resolution and ensuring safety compliance.
Education
STA ELENA HIGH SCHOOL
MARIKINA CITY, PHILIPPINES05-2004
Skills
- Front desk management
- Booking management
- Transaction processing
- Issue resolution
- Guest engagement
- Service enhancement
- Efficiency improvement
- Front desk operations
- Flexible availability
- Client relations and service
- Communication skills
Timeline
Guest Service Representative
US AIRFORCE INN
08.2019 - Current
Housekeeper
US AIRFORCE INN
07.2017 - 08.2019
STA ELENA HIGH SCHOOL