Rachael Fredrick
Jamestown,NY
Summary
Communicative Desk clerk with 20 years of experience maintaining high level of hospitality, professionalism and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time. Remarkable front office agent with experience delivering superior level of customer service to guests and prospective guests. Proven to run front desk, keep customers satisfied and resolve any conflicts. Technically-savvy, friendly, punctual and always prepared for any challenge. Polite and attentive offering excellent customer service, organization and time management skills. Skilled in coordinating invoicing and billing activities.
Overview
20
20
years of professional experience
Work History
Desk Clerk
Hampton Inn Suites
Jamestown, NY
06.2022 - Current
- Assisted customers with check-in and check-out procedures, providing necessary information and guidance.
- Processed payments for guest rooms, food, and other services using computerized systems.
- Maintained records of room availability and reservations.
- Managed incoming calls, responding to inquiries and directing calls to appropriate departments or personnel.
- Greeted guests upon arrival in a friendly and professional manner.
- Provided excellent customer service by addressing inquiries promptly and efficiently.
- Responded to all complaints in a timely fashion to ensure guest satisfaction.
- Ensured that all safety protocols were followed at the front desk area.
- Performed administrative duties such as filing paperwork, data entry, creating reports .
- Prepared bills for departing guests according to hotel policies and regulations.
- Resolved billing discrepancies in an efficient manner.
- Organized special events for guests including activities, tours, transportation .
- Verified identity of guests prior to issuing keys or access cards.
- Updated guest profiles with contact information and preferences.
- Inputted reservation requests into booking system accurately.
- Maintained cleanliness of lobby area ensuring it was free from clutter.
- Participated in meetings with management team regarding changes in policies or operations.
- Followed up on customer feedback surveys to ensure quality standards were met.
- Welcomed large volume of guests and improved overall customer service.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Opened, sorted and routed incoming mail and answered correspondence.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Answered telephones, directed calls and took messages.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Opened, sorted and routed incoming mail and prepared outgoing mail.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Typed, formatted and edited correspondence and other documents.
- Troubleshot office equipment, computer hardware and software issues.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Identified issues and utilized emotional intelligence and diplomatic communication to defuse.
- Computed, recorded and proofread data or reports.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Developed organizational filing systems for confidential customer records and reports.
- Delivered messages and ran errands.
- Processed and prepared business or government forms and expense reports.
- Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
- Completed and mailed contracts, invoices or checks.
Head Hostess
Hampton Inn Suites
Jamestown, NY
06.2022 - Current
- Greeted guests upon arrival and escorted them to their tables.
- Provided excellent customer service to ensure guest satisfaction.
- Trained new staff on proper hosting procedures and policies.
- Ensured that the dining room was always clean, organized, and presentable.
- Collaborated with other departments to coordinate events or services as needed.
- Anticipated potential problems and took appropriate action to prevent them from occurring.
- Monitored guests' needs throughout their stay and responded quickly to any issues or concerns that arose.
- Developed creative strategies to increase customer loyalty through rewards programs.
- Adhered strictly to health codes by ensuring all food preparation areas were clean at all times.
- Actively sought feedback from customers about their experiences in order to improve operations.
- Analyzed data related to sales performance in order to identify opportunities for improvement.
- Maintained inventory of supplies necessary for hosting duties such as menus, tablecloths, silverware.
- Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
- Handled guest complaints and promoted positive dining experience for restaurant customers by maintaining pleasant attitude in situations.
- Planned and executed parties for large volumes of guests coordinating custom menus and preparing elaborate tables.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Answered customers' questions about hours, seating, current wait time and other information.
- Enhanced guests' experiences by fulfilling special requests during visits.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Built positive relationships with other front-of-house and kitchen staff.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Greeted customers, answered questions and recommended specials to increase profits.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
Catering Coordinator
Self Employed Services
Jamestown, NY
03.2004 - 06.2022
- Managed event planning for corporate and private events of up to 500 guests.
- Developed menus based on client preferences and budget constraints.
- Coordinated with vendors to ensure timely delivery of food, beverages, and other supplies.
- Organized staff training sessions to ensure excellent customer service standards.
- Created detailed timelines for each event to ensure that all tasks were completed on time.
- Oversaw the setup of catering areas including tables, chairs, linens, décor.
- Monitored food preparation activities to ensure quality control standards were met.
- Maintained an inventory of all catering equipment and supplies.
- Resolved any customer complaints in a professional manner.
- Negotiated contracts with vendors for competitive pricing on services and products.
- Ensured compliance with health regulations related to food handling and sanitation practices.
- Processed invoices for payment after completion of each event.
- Supervised staff during events to ensure proper execution of duties according to established procedures.
- Provided guidance and support to kitchen staff as needed throughout the event preparation process.
- Conducted post-event reviews in order to evaluate performance levels and identify areas for improvement.
- Assisted in developing promotional materials such as fliers, brochures, and advertisements.
- Collaborated with marketing team members to create innovative strategies for increasing catering sales.
- Reviewed financial reports regularly in order to monitor spending trends and ensure budgetary goals were met.
- Ordered necessary catering supplies from approved vendors when required.
- Generated weekly reports summarizing upcoming events, staffing needs, menu items.
- Established relationships with vendors in order to secure discounts or other benefits.
- Assisted customers with food selection, inquiries and order customization requests.
- Directed food delivery and presentation to maintain catering operations.
- Calculated and provided clients with proposals of potential costs to complete event.
- Collaborated with food and beverage director to determine menu plans, seating arrangements and entertainment.
- Executed scheduling, logistics and follow-ups with event staff.
- Maintained records to orchestrate event details, customer requests and billing information.
- Customized menus and managed food preparation for special events.
- Met prospective customers through networking to increase local business and venue clientele.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Promoted services to drive revenue, liaising with sales team members, providing quotes and drafting proposals for client presentation.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Trained new employees to perform duties.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Delegated work to staff, setting priorities and goals.
- Distributed food to service staff for prompt delivery to customers.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Oversaw food preparation, production and presentation according to quality standards.
- Resolved problems or concerns to satisfaction of involved parties.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Education
High School Diploma -
Chautauqua Lake Secondary School
Mayville, NY06-1995
Skills
- Time Management
- Reception Management
- File Management
- Upselling Strategies
- Complaint Handling
- Word Processing
- Cash Handling Experience
- Reservation Management
- Concierge Services
- Problem-Solving Skills
- Guest Relations
- Travel Arrangements
- Calendar Management
- Cash Handling
- Appointment Setting
- Business Correspondence Writing
- Basic Accounting
- Spreadsheet Tracking
- Records Maintenance
- Meeting Coordination
- Data Entry
- Equipment Troubleshooting
- Mail Handling
- Invoice Processing
- Office Supply Management
- Bookkeeping
- Switchboard Operation
- Information Processing
- Meeting Transcription
- Document Editing
- Records Management Software
- Accounts Payable and Receivable
- Flexible and Adaptable
- Outgoing Mail Preparation
- Staff Supervision
- Data Gathering
- Office Machine Operation
- Data Entry and 10-Key
- Professional and Mature
- Creative Thinking
- Document Typing and Formatting
References
References available upon request.
Timeline
Desk Clerk
Hampton Inn Suites
06.2022 - Current
Head Hostess
Hampton Inn Suites
06.2022 - Current
Catering Coordinator
Self Employed Services
03.2004 - 06.2022
High School Diploma -
Chautauqua Lake Secondary School
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