Paige Burnett
Reno ,NV
Summary
Since moving to Reno from the Mid West in 1995 I have had a job in the hospitality field for more then 20 years. I know the area well and love to tell guest to Reno about all there is to do, not only here but the surrounding areas. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
PBX Hotel Operator
Circus Circus Reno
Reno , NV
03.2021 - Current
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department or business.
- Operated switchboard and routed incoming calls to appropriate departments.
- Maintained accurate records of calls placed and received.
- Maintained up-to-date knowledge of emergency call procedures.
- Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
- Received incoming calls and paged individuals and departments over PA system.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Managed telephone switchboard of [Number] personnel and routed internal and external calls to provide quick connection.
- Provided relay service for hearing-impaired users.
- Searched relevant directories to find contacts, business addresses, and [Type] information for customers and employees.
Reservations Agent
Circus Circus Reno
Reno , NV
10.2019 - 03.2020
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized [Software] to input all key data into hotel's database system.
- Worked closely with front desk to achieve full occupancy of property.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Maintained awareness of types of rooms available in different resort locations.
- Handled reservations and answered questions from interested patrons for busy 1571-room hotel.
- Handled billing information over phone.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Front Desk Agent
Circus Circus Reno
Reno , NV
03.2008 - 10.2019
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Confirmed relevant guest information and payment methods to prevent fraud.
- 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.
Education
No Degree - Communication Studies
Wichita State University
Wichita, KSHigh School Diploma -
Wichita High School Southeast
Wichita KS05.1985
Skills
- Professional Communication
- Operating Telephones
- Front Desk Management
- Room Maintenance
- Company Directory
- Telephone Reception
- Search Directories
- Client Satisfaction
- Emergency Situation Response
- Telephone Reservations
- Welcoming Customers
- Hotel Amenity Information
- Business Correspondence
- Informative Announcements
- Problem Research and Resolution
- Phone Call Direction
- Switchboard Operations
- Caller Assistance
- Hotel Operations
- Message Delivery
- Hotel Reservations
- Safety Protocols
- Tourism Management
- Call Volume Analysis
- Business Operations
- Customer Transactions
- Switchboard Management
- Staff Maintenance
- Office Cleaning
- Closing Procedures
- Reservation Procedures
- Customer Feedback
- Credit Card Transaction Processing
- Office Meetings
- Filing Systems
- Effective Customer Communication
- Customer Care
- Administrative Support
- Concierge Services
- Supply Restocking
- Knowledge Base
- Store Layouts
- Clerical Support
- Cash Register Operations
- Payment Method
- PA Systems
- Visual Displays
- Property Information
- Information Updates
- Daily Reports
- Internal Communications
- Interoffice Communications
- Compliance Requirements
- Correspondence and Office Documents
- Paging System Operation
- Administrative Procedures
- Customer Support Needs Assessment
- Office Supplies and Inventory
- Brand Awareness
- Document Organization
- Visual Merchandising
- Active Listening and Communication
- Reading Comprehension
- Project Requirements
- Handling and Sorting Mail
Timeline
PBX Hotel Operator
Circus Circus Reno
03.2021 - Current
Reservations Agent
Circus Circus Reno
10.2019 - 03.2020
Front Desk Agent
Circus Circus Reno
03.2008 - 10.2019
No Degree - Communication Studies
Wichita State University
High School Diploma -
Wichita High School Southeast
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