Patricia Farner-Mims
Aiken,SC
Summary
Proven in enhancing guest experiences at Country Inn & Suites by Choice Hotels, I excel in customer service and problem-solving, ensuring high satisfaction rates. Skilled in cash handling and guest services, I adeptly managed disputes and boosted loyalty. My efforts contributed significantly to surpassing performance targets, fostering repeat business through exceptional hospitality service expertise.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Country Inn & Suites by Choice Hotels
04.2023 - 06.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Coordinated with vendors for repair and maintenance of hotel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Enforced policies and procedures to increase efficiency.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- 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.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Customer Service Representative
Hertz Rental/ GPS Transportation
07.2019 - 07.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
None - General Studies
Hartford Community College
Hartford, WI05.1980
None - Business Administration And Management
Post College
Waterbury, CT05.1979
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Credit and cash payments
- Time Management
- Hospitality services
- Guest accommodations
- Listening Skills
- Hospitality service expertise
- Oral and written communications
Timeline
Front Desk Agent
Country Inn & Suites by Choice Hotels
04.2023 - 06.2024
Customer Service Representative
Hertz Rental/ GPS Transportation
07.2019 - 07.2022
None - General Studies
Hartford Community College
None - Business Administration And Management
Post College
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