Penny Duguay
Manchester,NH
Summary
Motivated hospitality worker with 15+ years of customer service experience with a passion for guest service. Independent worker with high energy and great communication skills. Friendly and reliable professional able to work with little oversight and collaborate in team environments.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Hilton Garden Inn
Manchester, NH
06.2016 - Current
- I train all the new employees and also have trained 5 managers for the front office manager
- I do the deposit of the hotel, I do advance purchase as well
- Not only am I a front desk agent I am also The hotel trainer for the front desk.
- Greet guests upon arrival, check them in/out, and provide information about hotel amenities and local attractions
- Handle guest inquiries, requests, and complaints promptly and professionally, ensuring guest satisfaction, Assist with billing and payment processing
- Process reservations, cancellations, and modifications accurately
- Collaborate with housekeeping and maintenance staff to ensure rooms are clean, well-maintained, and ready for guest occupancy
- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement
- Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
- Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-
- arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.
Manager
The Smoothie Shop
Manchester, NH
05.2021 - 12.2021
- Scheduling, labor cost controls, operations, organize stock and equipment, ordering, plan and execute to achieve sales targets, motivate and encourage staff to achieve targets, training and development of staff, ensure store complies with health and safety regulations, ensure high standards of customer service are maintained, handle customer complaints, implement new promotional campaigns
Receptionist
SNH Services
Manchester, NH
10.2020 - 05.2021
- Answering multi phone lines, Faxing, scanning, Computer input, Filing Documents, Scheduling appointments, Handling a call list and the paperwork associated with it
Skills
- Management
- Multitasking
- 15 years in customer service
- Computer skills
- ON Q Training
- Organize stock and equipment
- Coordinate staff and scheduling
- Handle customer complaints
- Preparing reports
Personal Information
Title: Hospitality Professional
References
- Lynda McCue, lyndamccue@gmail.com, 603-660-9499
- Karyn Polley, kpolley17@yahoo.com, 603-521-5926
- Mandy Keane, mandy.keane@hilton.com, 603-682-0582
Timeline
Manager
The Smoothie Shop
05.2021 - 12.2021
Receptionist
SNH Services
10.2020 - 05.2021
Front Desk Agent
Hilton Garden Inn
06.2016 - Current
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