Summary
Overview
Work History
Education
Skills
Timeline
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Melissa McGraw

Melissa McGraw

Villas,NJ

Summary

Dynamic professional with a proven track record at ELS, enhancing guest satisfaction and streamlining operations. Skilled in Microsoft Office and exceptional at customer service, I've fostered positive relationships and improved service delivery. My background in front desk management and business administration drives growth and efficiency, making me a valuable asset to any team.

Overview

2024
2024
years of professional experience

Work History

Front Desk Clerk

ELS
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
  • Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
  • Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
  • Provided exceptional customer service for a positive guest experience, resulting in repeat business.
  • Collected room deposits, fees, and payments.
  • Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
  • Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
  • Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
  • Contributed to team goals by maintaining a positive attitude and supporting coworkers during busy periods or challenging situations.
  • Coordinated group bookings efficiently, ensuring all necessary preparations were completed in advance of guest arrival dates.
  • Assisted colleagues as needed for seamless operations across departments in the hotel setting.
  • Conducted regular inventory assessments for front desk supplies to avoid shortages that could negatively impact guest experience.
  • Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
  • Communicated effectively with management on daily occurrences or potential issues affecting hotel operations or guest experiences.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • 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.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Prepared reports on guest satisfaction levels and other metrics.

Direct Care

Woodbine Developmental Center
  • Enhanced operational efficiency through regular review and updating of policies as well as procedures governing direct care services provision.
  • Provided spiritual guidance, emotional support and direct care to residents, family members and staff.
  • Monitored direct care activities for optimal patient protections and infection control standards.
  • Continuously updated personal knowledge within the direct care field through regular training sessions and workshops to ensure optimal care for each patient.
  • Participated in ongoing professional development opportunities to stay current on best practices in direct care service delivery.
  • Contributed positively to team dynamics by collaborating constructively with colleagues both within the Direct Care Associate role as well as nursing staff members.
  • Improved team communication by conducting regular meetings and providing ongoing feedback to direct care staff.
  • Actively participated in staff meetings and trainings to continually improve knowledge and skills in direct care provision.
  • Maintained high-quality direct care for all residents.

Business Administrator

ELS
09.2021 - 10.2023
  • Analyzed market trends to inform strategic decision-making and drive business growth.
  • Spearheaded cross-departmental initiatives for improved service delivery and customer satisfaction.
  • Implemented process improvements to streamline operations and enhance overall productivity.
  • Developed comprehensive budgets that aligned with organizational goals and resource allocation.
  • Fostered collaborative team environment by promoting open communication and encouraging feedback.
  • Contributed to economic success by participating in budgeting process.
  • Managed day-to-day development issues.
  • Developed strong relationships with clients and vendors, ensuring timely communication and issue resolution.
  • Oversaw employee onboarding processes, ensuring seamless integration into the company culture from day one.
  • Fostered strong rapport with clients, vendors, and stakeholders through consistent follow-up and communication.
  • Streamlined workflow.
  • Developed monthly reports.
  • Facilitated smooth communication between departments during times of organizational change or restructuring.

Education

Middle Township High School
Cape May Court House, NJ
1999

Skills

  • Time management
  • Customer service
  • Hospitality services
  • Administrative skills
  • Problem-solving skills
  • Listening skills
  • Microsoft office
  • Complaint resolution
  • Hospitality management
  • Guest relations
  • Cash handling
  • Multi-line phone systems
  • Effective planning
  • Reservation management
  • Guest reception
  • Recommending attractions and amenities
  • Front desk management
  • Credit and cash payments
  • Front office support
  • Reservations
  • Oral and written communications
  • Administrative support
  • Clerical duties
  • Safety and security procedures
  • Guest accommodations
  • Registration
  • Documentation
  • Training and mentoring
  • Conflict and issue documentation
  • Team building
  • Computer skills
  • Problem-solving
  • Phone and email etiquette
  • Relationship building
  • Office organization
  • Nightly audits

Timeline

Business Administrator

ELS
09.2021 - 10.2023

Front Desk Clerk

ELS

Direct Care

Woodbine Developmental Center

Middle Township High School

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Melissa McGraw