Summary
Overview
Work History
Education
Skills
Timeline
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Nellie Bierman

Pueblo,CO

Summary

Proven professional with a track record of enhancing guest experiences at Days Inn by Wyndham through exceptional guest relations and reservation management. Demonstrated initiative by upselling services, increasing revenue, and streamlining operations. Excelled in teamwork, training staff, and fostering repeat business. Achieved operational excellence and high customer satisfaction, showcasing both hard and soft skills.

Overview

17
17
years of professional experience

Work History

Hotel Front Desk Agent

Days in by Wyndham
05.2019 - 10.2024
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Resolved service-related problems and documented actions in system.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Collected room deposits, fees, and payments.
  • Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
  • Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
  • Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
  • Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
  • Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
  • Streamlined reservation processes for improved booking experience and increased room occupancy rates.
  • Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
  • Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
  • Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
  • Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
  • Trained new staff members in customer service techniques and hotel operations.

Customer Service Representative

American Jewelry and Pawn
10.2014 - 05.2017
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Assistant Manager

Advance America
08.2007 - 02.2014
  • Filed taxes
  • Provided loans for my community
  • Money gram services
  • Bought gold and silver
  • Generated repeat business through exceptional customer service.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Increased sales through effective merchandising strategies and targeted promotions.


Education

Certified Nurses Assistant - Medical

IntelliTec
Pueblo Co
04-2019

Skills

  • Guest Relations
  • Initiative-taking
  • Reservation Management
  • Teamwork orientation

Timeline

Hotel Front Desk Agent

Days in by Wyndham
05.2019 - 10.2024

Customer Service Representative

American Jewelry and Pawn
10.2014 - 05.2017

Assistant Manager

Advance America
08.2007 - 02.2014

Certified Nurses Assistant - Medical

IntelliTec

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Nellie Bierman