Summary
Overview
Work History
Education
Skills
Timeline
Generic

Montaina Washington

Wichita,KS

Summary

Driven Hotel Front Desk Agent with proven expertise in guest relations and reservation management honed at Governor's Inn and Baymont Inn & Suites By Wyndham. Excelled in enhancing guest satisfaction and loyalty through exceptional service and problem-solving skills. Increased revenue by upselling services, achieving a notable improvement in customer retention rate.

Overview

3
3
years of professional experience

Work History

Hotel Front Desk Agent

Governor's Inn
09.2023 - 05.2024
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
  • Collected room deposits, fees, and payments.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
  • Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
  • Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
  • Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
  • Resolved service-related problems and documented actions in system.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Answered phone within [2] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.

Hotel Front Desk Clerk

Baymont Inn & Suites By Wyndham
11.2020 - 09.2023
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
  • Maintained a clean and organized front desk area, creating a welcoming environment for guests.
  • Managed a high volume of calls, directing guests to appropriate departments and services.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
  • Updated guest records with pertinent information to provide personalized service during their stay.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
  • Monitored security cameras to maintain safety and security of guests and hotel.
  • Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
  • Managed lost and found items to assist guests with retrieving belongings.
  • Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
  • Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
  • Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Promoted company loyalty programs effectively at the front desk area leading to an increase in membership enrollments and repeat business.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Enforced policies and procedures to increase efficiency.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Mopped and swept lobby floors daily.
  • Haul and assort boxes of produce for breakfast.


Education

GED -

Home School
Home
04.2023

Skills

  • Guest Relations
  • Initiative-taking
  • Reservation Management
  • Teamwork orientation
  • Professional Appearance
  • Problem-solving skills
  • Phone and Email Etiquette
  • Customer Service
  • Reservations
  • Guest Registration
  • Hospitality services
  • Front Desk Management
  • Customer Service Management
  • Payment Collection
  • Computer Skills
  • Guest Reception
  • Payment Processing
  • Nightly Audits

Timeline

Hotel Front Desk Agent

Governor's Inn
09.2023 - 05.2024

Hotel Front Desk Clerk

Baymont Inn & Suites By Wyndham
11.2020 - 09.2023

GED -

Home School

Similar Profiles

CREATE PROFILE
Montaina Washington