Mercy Anoai
West Valley City
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Sales Coordinator
Holiday Inn & Suites Salt Lake City Airport-West
11.2022 - Current
- Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Improved productivity by increasing customer communication and responding to feedback.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered information into operating system.
Front Desk Agent
La Quinta Inn & Suites
02.2013 - 11.2022
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- 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.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Kept accounts in balance and ran daily reports to verify totals.
Education
High School Diploma -
Fagaitua High School
Pago Pago, American Samoa06.2012
Skills
- Training Development Aptitude
- Documentation
- Report Preparation
- Customer Service
- Credit Card Payment Processing
- Typing Proficiency
- Customer Retention Strategies
- Computer Proficiency
- Problem-Solving Ability
- Customer Relations
- Active Listening
- Critical Thinking
- Staff Training
Timeline
Sales Coordinator
Holiday Inn & Suites Salt Lake City Airport-West
11.2022 - Current
Front Desk Agent
La Quinta Inn & Suites
02.2013 - 11.2022
High School Diploma -
Fagaitua High School
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