Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Wall

Lake Mary,FL

Summary

Motivated Front Desk Supervisor with a friendly attitude and a flexible approach to dealing with routine issues and special circumstances such as VIP customers and guest concerns.

Overview

3
3
years of professional experience

Work History

Guest Service Agent

Hampton Inn & Suites By Hilton
Lake Mary, FL
03.2023 - Current
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
  • Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
  • Processed guest payments quickly and efficiently.
  • Greeted guests and provided personalized support to meet unique needs and promote brand loyalty.
  • Scheduled reservations for groups such as meetings, conferences or weddings.
  • Balanced hotel accounts at end of each shift.
  • Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
  • Adhered strictly to company policies and procedures while performing job duties.

Crisis Counselor

Crisis Text Line
Brooklyn, NY
02.2021 - 01.2023
  • Contributed to interdisciplinary team meetings discussing case management plans for complex cases.
  • Collected and documented information from clients about concerns and available contextual details.
  • Referred individuals to outside resources and services for additional support.
  • Responded to crisis situations when severe mental health and behavioral issues arose.
  • Attended trainings related to evidence-based practices in order to stay up-to-date on new developments in the field.
  • Monitored client progress towards treatment goals through regular follow-up sessions.
  • Incorporated different treatment methodologies and evidence-based practices to meet clients' specific needs.

Education

Bachelor of Arts - Psychology

Rollins College
Winter Park, FL
05-2018

Skills

  • Hospitality Services
  • Guest Relations
  • Guest Conflict Resolution
  • Listening Skills
  • Proficient in PEP and OnQ
  • Writing and Verbal Communication
  • Payment Collection
  • Administrative Skills
  • Knowledge of Local Attractions
  • Customer Rapport

Timeline

Guest Service Agent

Hampton Inn & Suites By Hilton
03.2023 - Current

Crisis Counselor

Crisis Text Line
02.2021 - 01.2023

Bachelor of Arts - Psychology

Rollins College

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Melissa Wall