Summary
Overview
Work History
Education
Skills
Timeline
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Michele Saunders

Lutherville,MD

Summary

Industrious Guest Service Representative with a proven track record of adeptly handling customer complaints and providing efficient solutions to inquiries. Driven to promote exceptional guest satisfaction by consistently going above and beyond to meet needs and exceed expectations.

Overview

6
6
years of professional experience

Work History

Guest Service Representative

Napa River Inn
09.2018 - 09.2019
  • Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Enhanced security measures, ensuring safe environment for guests and staff.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Managed check-in and check-out processes, ensuring smooth experience for guests.

Front Desk Agent

Meritage Resort and Spa
08.2017 - 08.2018
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.

VIP Croupier

Star Cruises Ltd. Company
10.2013 - 02.2017
  • Resolved customer disputes calmly and professionally, ensuring satisfaction while upholding casino rules.
  • Educated new players on game rules and strategies, fostering an inclusive environment where everyone could participate confidently.
  • Ensured accurate distribution of winnings by thoroughly understanding game odds and payout structures.
  • Monitored game table for signs of cheating or other criminal activities by observing body language and behaviors of gamblers.
  • Continuously improved personal skills and knowledge of games through ongoing training initiatives, enhancing overall performance as a croupier.
  • Delivered an engaging gambling experience by creating a friendly atmosphere and interacting positively with players at the table.

Education

Bachelor of Science - Hotel And Restaurant Management

Mindanao State University
Marawi City, Lanao Del Sur, Philippines
03.2013

Skills

  • Client Relationship Management
  • Guest complaint resolution
  • Policy and procedure adherence
  • Proficient in Microsoft Office
  • Exceptional time management skills
  • Excellent communication skills
  • Motivated team player
  • Hospitality best practices
  • Fluent in oral and written English, Filipino

Timeline

Guest Service Representative

Napa River Inn
09.2018 - 09.2019

Front Desk Agent

Meritage Resort and Spa
08.2017 - 08.2018

VIP Croupier

Star Cruises Ltd. Company
10.2013 - 02.2017

Bachelor of Science - Hotel And Restaurant Management

Mindanao State University

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Michele Saunders