Martha Robbs
Missouri City,TX
Summary
Proven Hotel Front Desk Agent with a track record of enhancing guest satisfaction and loyalty at the C Baldwin Curio Collection by Hilton. Skilled in reservation management and guest relations, consistently increasing positive reviews through personalized service and efficient problem-solving. Excelled in leveraging property management systems and teamwork to streamline operations, achieving top loyalty program enrollment rates.
Offering friendly and professional demeanor, eager to learn and grow in hospitality environment. Brings ability to quickly understand and adapt to hotel management software and front desk operations. Ready to use and develop customer service and organizational skills in [Desired Position] role.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Agent
C Baldwin Curio Collection by Hilton
12.2022 - 08.2023
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments
- Consistently enrolled guests in Loyalty Program
- Effectively solved problems
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
PBX Hotel Operator
C Baldwin Curio Collection By Hilton
09.2022 - 12.2022
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
- Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
- Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Hotel Front Desk Clerk
Holiday Inn Expree
08.2018 - 01.2021
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment method
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Promoted company loyalty programs effectively at the front desk area leading to an increase in membership enrollments and repeat business.
Hotel Front Desk Agent
Staybridge Suites Hotel
08.2016 - 06.2018
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
Education
Associate of Arts - Hotel And Restaurant Managment
HFC
Dearborn, MI05-2018
Skills
- Guest relations
- Initiative-taking
- Reservation management
- Teamwork orientation
- Property management systems
- Customer service
- Relationship building
- POS systems
- Opera
- Top Loyalty Program Enroller
Timeline
Hotel Front Desk Agent
C Baldwin Curio Collection by Hilton
12.2022 - 08.2023
PBX Hotel Operator
C Baldwin Curio Collection By Hilton
09.2022 - 12.2022
Hotel Front Desk Clerk
Holiday Inn Expree
08.2018 - 01.2021
Hotel Front Desk Agent
Staybridge Suites Hotel
08.2016 - 06.2018
Associate of Arts - Hotel And Restaurant Managment
HFC
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