Melissa Dixon
Bentonville,AR
Summary
Experiences Front Desk Agent with proven expertise in customer service and problem-solving at Super 8. Enhanced guest satisfaction through personalized service and efficient check-in processes. Skilled in cash handling and maintaining accurate records, contributing to a seamless guest experience and fostering loyalty among repeat visitors.
Overview
32
32
years of professional experience
Work History
Front Desk Agent
Super 8
06.2013 - Current
- Greeted guests and managed check-in/check-out processes efficiently.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Maintained accurate records of room availability and reservations daily.
- Processed payments and coordinated billing inquiries with attention to detail.
- Collaborated with housekeeping to ensure timely room readiness for arrivals.
- Trained new staff on customer service protocols and operational systems.
- Assisted management in developing strategies for improving guest experiences.
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Kept accounts in balance and ran daily reports to verify totals.
Front Desk Agent
Hotel Buyers
Bentonville, AR
07.2005 - 06.2013
- Implemented new procedures to improve front desk workflow efficiency.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered multi-line phone system and enthusiastically greeted callers.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Maintained high levels of guest privacy by securely managing personal information.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored hotel's budget and financial records.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Collaborated with housekeeping to ensure timely room readiness for arrivals.
- Trained new staff on customer service protocols and operational systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Kept accounts in balance and ran daily reports to verify totals.
Housekeeping Room Attendant
Best Western Hotel
Bentonville, AR
08.1994 - 2005
- Cleaned and maintained guest rooms to ensure high standards of cleanliness and comfort.
- Restocked supplies and amenities to enhance guest experience and satisfaction.
- Reported maintenance issues promptly to ensure timely resolution and guest safety.
- Followed established safety protocols to maintain a hazard-free environment for guests and staff.
- Conducted thorough inspections of rooms post-cleaning to ensure adherence to quality standards.
- Collaborated with housekeeping team to optimize workflow and improve turnaround times for room readiness.
- Utilized cleaning equipment and chemicals safely while adhering to best practices in hygiene management.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
- Assisted in training new employees on housekeeping protocols, leading to improved staff performance.
- Consistently met or exceeded room inspection scores by diligently following established guidelines for cleanliness and presentation.
- Supported the front desk team by promptly addressing guest requests and concerns, fostering a welcoming atmosphere.
- Maintained inventory levels of linens, supplies, and amenities, ensuring uninterrupted service for guests.
- Reduced complaints by carefully adhering to all hotel cleaning standards and guest requests.
- Contributed to team goals by exceeding individual room cleaning targets without compromising quality.
- Ensured safety protocols were followed, minimizing accidents through proper signage and barrier use during cleaning.
- Improved room availability efficiency with prompt and detailed cleaning, allowing for faster guest check-ins.
- Sorted, laundered and put away various laundry items.
- Polished fixtures to achieve professional shine and appearance.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
Education
General Business Management
NWAC
Bentonville, ARHigh School Diploma -
Meadowview Christian
Selma, AL05-1990
Skills
Customer service
Guest services
Problem-solving skills
Cash handling
Hospitality services
Time management
Credit and cash payments
Guest relations
Hospitality service expertise
Timeline
Front Desk Agent
Super 8
06.2013 - Current
Front Desk Agent
Hotel Buyers
07.2005 - 06.2013
Housekeeping Room Attendant
Best Western Hotel
08.1994 - 2005
General Business Management
NWAC
High School Diploma -
Meadowview Christian