Michelle Kelley
Las Vegas
Summary
Detail-oriented individual with exceptional communication and guest services skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Front Desk Agent
Rio All-Suites Hotel and Casino
2023.07 - Current
- 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.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
VIP Front Desk Agent
Rio All-Suites Hotel and Casino
2021.05 - 2023.07
- Organized exclusive events for VIP guests, creating memorable experiences that encouraged loyalty and repeat business
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Provided timely assistance during emergencies or crises involving VIPs while maintaining discretion and confidentiality.
- Assisted VIP guests in booking reservations for events, dining, and transportation to ensure a seamless visit.
- Streamlined check-in process for VIPs, ensuring minimal wait time and prioritizing their needs.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Improved overall guest experience by maintaining a clean and welcoming reception area.
- Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.
Senior Trainer
Tix4Tonight
2012.08 - 2014.01
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Improved box office efficiency by streamlining ticketing processes and implementing user-friendly software.
- Leveraged technology advancements to improve the overall customer experience in purchasing tickets and attending events.
- Managed daily operations for smooth box office functioning, ensuring excellent customer service.
- Recognized for outstanding customer service skills and awarded "Best Customer Service" accolade.
Store Manager
Fresh and Easy
2007.11 - 2012.08
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
Education
High School Diploma -
Continental Acadmey
St Louis, MOSkills
- LMS
- Archtics
- ALICE
- HOTSOS
- Vision Line
- Opera
- Saflock
- Problem-solving skills
- Guest Services
- Cash Handling
- Hospitality services
- Guest Relations
Timeline
Front Desk Agent
Rio All-Suites Hotel and Casino
2023.07 - Current
VIP Front Desk Agent
Rio All-Suites Hotel and Casino
2021.05 - 2023.07
Senior Trainer
Tix4Tonight
2012.08 - 2014.01
Store Manager
Fresh and Easy
2007.11 - 2012.08
High School Diploma -
Continental Acadmey
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