Mary Potenzo
The Bronx,NY
Summary
Dynamic Front Desk Agent with proven expertise at Buhre Laundry, excelling in customer service and problem-solving. Enhanced guest satisfaction through efficient check-in processes and personalized service, consistently surpassing performance targets. Skilled in cash handling and training new staff, fostering a culture of excellence in a high-traffic environment.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Buhre Laundry
The Bronx, NY
01.2016 - Current
- Addressed customers inquiries and resolved issues efficiently to elevate customer satisfaction.
- Oversaw check-in and check-out processes, ensuring accuracy in reservation management.
- Executed payment processing and ensured cash drawer accuracy throughout shifts.
- Ensured lobby area cleanliness, fostering an inviting atmosphere for guests.
- Administered reservation software to oversee bookings and optimize availability management.
- Delivered exceptional service during peak periods and challenging situations, ensuring seamless guest experiences.
- Managed reservation processes through phone, in-person, and computer systems.
- Executed daily task management with strong organizational skills to enhance operational efficiency.
- Cultivated strong relationships with frequent guests to enhance repeat business through personalized attention to preferences.
- Managed incoming calls with professionalism, directing inquiries to relevant personnel as necessary.
- Cultivated customer loyalty through exceptional communication and personalized service delivery.
- Managed customer telephone inquiries with promptness and professionalism.
- Welcomed customers upon arrival, providing assistance and addressing inquiries.
- Optimized check-in and check-out processes to enhance guest satisfaction.
- Directed front desk operations to ensure efficient service delivery in a high-traffic environment.
- Oversaw cleanliness and organization of front desk areas to enhance company image.
- Guided new hires in front desk best practices, fostering a culture of excellence and preparedness.
- Drove team success by consistently surpassing performance targets for guest satisfaction ratings and occupancy rates.
- Exhibited adaptability in response to unexpected challenges, including system outages and emergency situations, while maintaining composure under pressure.
- Optimized front desk operations to enhance efficiency and expedite service delivery.
- Cultivated a welcoming environment by greeting customers upon arrival.
- Cultivated personal relationships with customers to enhance repeat business.
- Optimized check-in and check-out procedures to enhance operational efficiency.
- Facilitated training for new front desk agents by sharing best practices and established procedures.
- Addressed customer complaints through effective problem-solving strategies to enhance overall guest satisfaction.
- Oversaw accurate billing and payment processing to minimize errors and enhance guest satisfaction.
- Oversaw inventory management of front desk supplies, ensuring essential items remained well-stocked.
- Elevated guest satisfaction through prompt and courteous front desk service delivery.
- Spearheaded implementation of new booking system feature, enhancing guest check-in efficiency.
- Cultivated and sustained positive relationships with guests to enhance overall satisfaction.
- Managed account balances and generated daily reports to ensure accuracy of totals.
- Facilitated vendor coordination for hotel repair and maintenance operations.
- Oversaw staff performance metrics and delivered constructive feedback and guidance.
Education
High School Diploma -
PineBush High School
Pine Bush, NYSkills
Customer service
Guest services
Problem-solving skills
Cash handling
Time management
Hospitality services
Credit and cash payments
Oral and written communications
Administrative skills
Front desk management
Administrative support
Front office support
Clerical duties
Documentation
File management
Training and mentoring
Word processing
Bookkeeping
Safety and security procedures
Report generation
Timeline
Front Desk Agent
Buhre Laundry
01.2016 - Current
High School Diploma -
PineBush High School