Martha Leslie Beery
Summary
Dynamic professional with a proven track record in hospitality and customer service, exemplified during tenure at Holiday Inn West Medical Center. Skilled in guest relations and problem-solving, adept at enhancing guest experiences and streamlining reservations. Achieved positive feedback through exceptional service, showcasing strong oral communication and time management skills. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Holiday Inn West Medical Center
2023.08 - 2024.05
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Front Desk Agent
Fairfield Inn & Suites by Marriott
2023.05 - 2023.08
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Assistant Store Manager
Shoe Sensation
2023.04 - 2023.06
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Front Desk Agent
Holiday Inn West Medical Center
2022.08 - 2023.03
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Hotel Night Auditor
Hampton Inn By Hilton
2022.05 - 2022.08
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
Front Desk Agent /Hotel Night Auditor
Holiday Inn Express Hotel Suites
2021.03 - 2022.08
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
Front Desk Agent
1Hotel
2021.01 - 2021.03
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Quality Assurance Analyst
Caviness Beef Packers
2017.11 - 2018.03
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Laundry Attendant
Best Western Hotel
2016.04 - 2016.11
- Maintained a clean and organized work environment, ensuring optimal productivity and minimal downtime.
- Set up wash and dry cycles with appropriate settings such as spin speed, temperature, and cleaning agents.
- Supported team members in completing tasks efficiently, fostering a positive and collaborative work atmosphere.
- Assisted with cleaning and maintenance of laundry equipment to keep machines in proper working order.
Cashier
Pampa Food Stop
2011.08 - 2015.03
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Custodian
Hereford Vet Clinic
2013.04 - 2013.10
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Kept building spaces premises clean inside and outside.
- Maintained a well-organized supply closet for easy access to necessary tools.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
- Moved furniture for cleaning and set up for special events.
- Enhanced cleanliness and safety by regularly sanitizing high-touch surfaces.
Cashier
Market Square Thriftway
2008.05 - 2010.07
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Head Kennel Technician
Lee Veterinary Clinic
2008.03 - 2008.05
- Collaborated with veterinarians to develop individualized treatment plans for animals with special needs or medical conditions.
- Promoted positive community relations through participation in local events, fundraisers, and educational programs about responsible pet ownership.
- Increased customer satisfaction by providing attentive care to animals, addressing specific needs and concerns.
- Actively participated in continuous professional development opportunities to stay up-to-date on industry trends and best practices in animal care.
- Enhanced pet health by implementing strict cleanliness protocols and ensuring proper sanitation of kennels.
- Administered medication according to veterinarian instructions, closely monitoring the effects on animal health and wellbeing.
- Resolved customer complaints professionally, demonstrating empathy while working towards a satisfactory solution for all parties involved.
Education
Phlebotomist - Medica Field
Ashley School of Phlebotomy
Pearland, TX05.2024
High School Diploma -
West Texas High School
Stinnett, TX12.2007
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening Skills
- Registration processing
- Hospitality best practices
- Reservations
Certification
- PT - Phlebotomy Technician - Certified
- Basic Life Support - Certified
Timeline
Front Desk Agent
Holiday Inn West Medical Center
2023.08 - 2024.05
Front Desk Agent
Fairfield Inn & Suites by Marriott
2023.05 - 2023.08
Assistant Store Manager
Shoe Sensation
2023.04 - 2023.06
Front Desk Agent
Holiday Inn West Medical Center
2022.08 - 2023.03
Hotel Night Auditor
Hampton Inn By Hilton
2022.05 - 2022.08
Front Desk Agent /Hotel Night Auditor
Holiday Inn Express Hotel Suites
2021.03 - 2022.08
Front Desk Agent
1Hotel
2021.01 - 2021.03
Quality Assurance Analyst
Caviness Beef Packers
2017.11 - 2018.03
Laundry Attendant
Best Western Hotel
2016.04 - 2016.11
Custodian
Hereford Vet Clinic
2013.04 - 2013.10
Cashier
Pampa Food Stop
2011.08 - 2015.03
Cashier
Market Square Thriftway
2008.05 - 2010.07
Head Kennel Technician
Lee Veterinary Clinic
2008.03 - 2008.05
Phlebotomist - Medica Field
Ashley School of Phlebotomy
High School Diploma -
West Texas High School
- PT - Phlebotomy Technician - Certified
- Basic Life Support - Certified
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