Pamela Chiera
Portsmouth,RI
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
15
15
years of professional experience
Work History
Front Desk Agent
Castle Hill Inn
Newport , RI
09.2021 - Current
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
Retail Store Manager
Ski Haus
Brewster, NY
09.2006 - 08.2021
- Managed store organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Resolved customer service issues promptly.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Completed routine store inventories.
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
- Optimized store displays and appearance via strategic merchandising.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
Associate of Arts - Sales, Merchandising, And Marketing
Berkeley College
New York, NY05.1983
Skills
- Housekeeping Notification
- Payment Collection
- Data Gathering
- Issue Escalation
- Check In and Check Out Procedures
- Customer Service
- Nightly Audits
- Guest Registration
- Account Balancing
- Problem Solving
- Restaurant Reservations
- Decision Making
Timeline
Front Desk Agent
Castle Hill Inn
09.2021 - Current
Retail Store Manager
Ski Haus
09.2006 - 08.2021
Associate of Arts - Sales, Merchandising, And Marketing
Berkeley College