NATASHA JUNE KERR
Trelawny
Summary
Dynamic and results-oriented professional with extensive experience as a Front Desk Agent at prestigious establishments like Zoetry Montego Bay Resort and Spa. Excelled in enhancing guest satisfaction through exceptional service and efficient problem resolution. Proficient in safety and security procedures and a master communicator, significantly contributing to team success and operational excellence.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Zoetry Montego Bay Resort and Spa
03.2024 - Current
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Maintained cleanliness of lobby area at all times.
- Scheduled reservations for groups and special events.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Monitored security cameras in lobby area as needed.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Assisted with luggage handling for incoming guests.
- Addressed customer needs in a timely manner.
- Managed cash drawer responsibly throughout shift.
- Kept accurate records of guest transactions.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Input and confirmed reservations for guests.
- Kept records of room availability and guest accounts, manually or using computers.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Computed bills, collected payments and made change for guests.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Verified customer credit to establish payment method for accommodations.
- Transmitted and received messages using telephones or telephone switchboards.
- Arranged tours, taxis or restaurant reservations for customers.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Posted incidental charges to ledgers, manually or by using computers.
- Issued room keys and escort instructions to bellhops.
Customer Service Executive
VIP Attractions/ Club Mobay
05.2023 - 07.2023
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Processed orders accurately and efficiently in accordance with company policies.
- Identified opportunities for process improvement within the customer service department.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Ensured that all customer queries were handled quickly and professionally.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Analyzed data from surveys to determine trends in customer needs and preferences.
- Prepared detailed reports of daily activities for management review.
- Provided technical support when necessary to resolve complex problems.
- Responded promptly to emails sent by customers seeking assistance.
- Liaised between the company and its partners in order to provide better service.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Stayed abreast of changes in products and services offered so as to answer questions accurately.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered questions from customers by phone and email, offering company details, and policy information as requested.
- Consulted with customers regarding needs and addressed concerns.
- Explained benefits and advantages of different product and service offerings to customers.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Front Desk Agent
Hotel Grand A View
09.2022 - 05.2023
- Duties same as listed above for similar position.
Front Desk Agent
Ocean Coral Spring
11.2020 - 08.2022
- Duties same as listed above for similar position.
Front Desk Agent
Hilton Resort and Spa
11.2018 - 03.2020
- Executed all responsibilities as previously detailed for similar position.
Front Desk Agent
Mangoes Beach Boutique Resort
01.2017 - 10.2018
- Executed all responsibilities as previously detailed for similar position.
Housekeeping/Server/Front Desk Agent
H2B Program- Holiday Inn Express
05.2016 - 11.2016
- Maintained a clean and safe working environment by performing regular housekeeping duties.
- Cleaned guest rooms, including vacuuming carpets and dusting furniture.
- Maintained cleaning cart with supplies, such as fresh linens and towels.
- Checked rooms to ensure they met standards for cleanliness and tidiness.
- Replenished room amenities according to established guidelines.
- Provided guests with information on hotel services and room features.
- Followed safety procedures when using chemical cleaners and power equipment.
- Inspected all assigned rooms upon completion of cleaning duties.
- Reported any maintenance issues or damage found in the guest rooms to supervisor.
- Responded promptly to requests from guests and other departments.
- Sanitized bathrooms by scrubbing sinks, toilets, bathtubs, showers, floors, mirrors, walls and counters.
- Organized storage areas for efficient access to materials and supplies.
- Replaced dirty linens with clean items according to established standards of quality control.
- Disinfected high-touch surfaces such as light switches, door handles, remote controls, telephones.
- Empty wastebaskets; replace trash bags; transport trash containers to designated disposal area.
- Swept stairwells; vacuum hallways; cleaned public restrooms when necessary.
- Kept up-to-date records of items cleaned in each room.
- Performed deep cleaning tasks such as shampooing carpets or steam cleaning furniture.
- Ensured compliance with health regulations regarding sanitation procedures.
- Assisted colleagues whenever necessary in order to meet deadlines set by management.
- Communicated effectively with team members about daily assignments and task progress.
- Checked bathrooms, restocking towels, rugs and toiletries before guest check-in.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Furnished guests with clean linens and supplied rooms with toiletries.
- Removed trash from rooms and replaced liners to wastebaskets.
- Transported cart with cleaning supplies, amenities and linens to assigned guest rooms.
- Inspected each room for cleanliness, utilizing checklist to meet company standards.
- Interacted pleasantly with clients and guests when performing daily duties.
- Reported guest issues, safety and maintenance concerns immediately to supervisor.
- Mapped out daily cleaning work assignments by assessing vacant room roster.
- Assisted other hotel attendants with cleaning and room setup tasks during peak periods and holidays.
Front Desk Agent
Royalton Resort and Spa
12.2013 - 05.2016
- Executed all responsibilities as previously detailed for similar position.
Education
Certificate - Front Office and Operations
College of Hospitality and Vocational Skills
09.2021
Westwood High School -
Westwood High School
06.2009
Skills
- Safety and security procedures
- Transportation information
- Credit and cash payments
- Lobby oversight
- Registration processing
- Room assignments
- Dusting
- Guest amenity replenishment
- Teamwork
- Hospitality background
- Housekeeping
- Customer service-focused
- English language fluency
- Vacuuming
- Towel replenishment
- Vacuuming and sweeping
- Exceptional communicator
References
Availabled upon your request.
Timeline
Front Desk Agent
Zoetry Montego Bay Resort and Spa
03.2024 - Current
Customer Service Executive
VIP Attractions/ Club Mobay
05.2023 - 07.2023
Front Desk Agent
Hotel Grand A View
09.2022 - 05.2023
Front Desk Agent
Ocean Coral Spring
11.2020 - 08.2022
Front Desk Agent
Hilton Resort and Spa
11.2018 - 03.2020
Front Desk Agent
Mangoes Beach Boutique Resort
01.2017 - 10.2018
Housekeeping/Server/Front Desk Agent
H2B Program- Holiday Inn Express
05.2016 - 11.2016
Front Desk Agent
Royalton Resort and Spa
12.2013 - 05.2016
Certificate - Front Office and Operations
College of Hospitality and Vocational Skills
Westwood High School -
Westwood High School
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