Nichole Moss
Front Desk Agent
Miami Beach,FL
Summary
Energetic hospitality professional with can-do attitude and goal to work with public. Over 6 years of experience as Front Desk Agent in varying environments. Dynamic and flexible employee with unparalleled multitasking and team leadership capabilities.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Front Desk Agent
Venezia Hotel / L Hotel
Miami Beach, United States
12.2020 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
Front Desk Agent
The Julia Hotel/ The Augustine Hotel
Miami Beach, United States
05.2019 - 12.2020
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Front Desk Agent
The Marlin Hotel
Miami Beach, United States
11.2016 - 08.2018
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Assistant Store Manager
Ricky's NYC
Miami Beach, United States
03.2013 - 11.2016
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
Education
Associate of Arts - Hospitality Administration And Management
Miami Dade College
Miami 01.2012 - 04.2013
Skills
Time management
Timeline
Front Desk Agent
Venezia Hotel / L Hotel
12.2020 - Current
Front Desk Agent
The Julia Hotel/ The Augustine Hotel
05.2019 - 12.2020
Front Desk Agent
The Marlin Hotel
11.2016 - 08.2018
Assistant Store Manager
Ricky's NYC
03.2013 - 11.2016
Associate of Arts - Hospitality Administration And Management
Miami Dade College
01.2012 - 04.2013
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