Rachel Bendickson
Clear Lake,IA
Summary
Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in AutoClerk and Word, with friendly and decisive approach to resolving challenges. Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.
Overview
5
5
years of professional experience
2
2
Certification
Work History
FRONT DESK GUEST SERVICES
Best Western
Clear Lake, IA
07.2021 - Current
- Checking in guests
- Obtaining information like address phone number drivers license
- Entering their billing information and they negotiated rates and sources codes
- Answering phones
- Basic office needs the copies and faxing and phone calls and answering the phone
- Being the face of greets guests when they come in the door
- Basic cleaning at desk/office
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Handled over 20 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered excellent customer service, resulting in consistent customer satisfaction ratings.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Assisted at front desk when and handled purchases at gift shop.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Front Desk Agent
Wyndham Super
Clear Lake, IA
01.2020 - 02.2021
- 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.
- 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.
- Confirmed relevant guest information and payment methods to prevent fraud.
CUSTOMER SERVICE
AMERICINN LODGE AND SUTES, AMERICINN
Clear Lake, IA
07.2020 - 01.2021
- TAKING AND MAKING RESERVATIONS, PAYMENTS, CHECKING IN GUESTS, MONITORING THE LOBBY AND
- POOL AREAS, ASSISTING WITH PHONE CALL RETURNS AND BILLING AND REGULATION QUESTIONS.
- Reviewed upcoming events and planned for expected challenges.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Collected room deposits, fees and payments.
- Checked guests in out of hotel, made reservations and processed payments.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Maintained transaction security by verifying payment cards against identification.
- Confirmed arrival and departure times for guests.
- Resolved complaints regarding housekeeping.
- Contacted housekeeping staff to request additional linens for guest rooms.
- Engaged guests entering facility and offered to assistance with wayfinding.
LPN Clinic Nurse
Mercy Medical Center North Iowa
Mason City, IA
08.2013 - 07.2014
- Verified work of subordinates against quality guidelines.
- Improved patient well-being by offering advice on preventive health measures.
- Partnered with support technicians, nursing staff and social workers to coordinate services.
- Planned and implemented patient care to treat conditions or mitigate symptoms.
- Administered medications and topic treatments to address patient symptoms.
- Built meaningful relationships with patients and families for optimal care.
- Observed and assessed patients to identify concerning symptoms.
- Educated patients, families and caregivers about conditions and treatments.
- Assessed patients' temperature, pulse and blood pressure and recorded in electronic medical records.
- Reviewed patient history to verify conditions and current medications.
- Documented patient vitals, behaviors and conditions to communicate concerns to supervising [Job title].
- Responded to patient requests with appropriate clinical and personal assistance.
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
- Provided basic patient care and treatment, such as administering blood and urinalysis tests, taking temperature and blood pressure and dressing wounds.
- Took samples to complete diagnostic and routine assessment tests.
- Evaluated patient histories, complaints and current symptoms.
- Protected patients and healthcare team members from infection by sterilizing equipment and reusable supplies.
Education
Associate - Nursing
NIACC
05.2007
Diploma -
Mason City High School
1998
Skills
- Data Entry (6 years)
- QuickBooks
- Phone Etiquette (5 years)
- Filing (5 years)
- Scheduling (5 years)
- Customer Service (5 years)
- Safety (5 years)
- Developmental Disabilities Experience (10 years)
- Answering Phones (6 years)
- Supervising Experience (6 years)
- Typing 65wpm (10 years)
- Cash Handling
- Customer Service Skills
- Receptionist
- Fast learner
- Communications
- Medical Records
- Vital Signs
- EMR Systems
- Medical Office Experience
- Night Audit
- Medical Terminology
- Patient Care
- Medical Billing
- Guest Services
- Experience Administering In
- Insurance verification
- Sales
- Quality control
- Bookkeeping
- Medical Coding
- Clerical Experience
- Multi-line phone systems
- Office Management
- Front desk
- Microsoft Word
- Time management
- Microsoft Office
- Laboratory Experience
- Auditing
- Hospitality
- Medical receptionist
- Assessments
- Customer Focus & Orientation — Highly Proficient
- Responding to customer situations with sensitivity
- Full results: Highly Proficient
- Receptionist — Highly Proficient
- Using basic scheduling, attention to detail, and organizational skills in an office setting
- Attention to Detail — Highly Proficient
- Identifying differences in materials, following instructions, and detecting details among distracting
- Cashier Skills — Highly Proficient
- Counting cash, processing transactions, following written procedures, and attending to details
- Front Desk Agent (Hotel) — Highly Proficient
- Selecting hotel rooms based on verbal requests and identifying errors in hotel data
- Work Style: Conscientiousness — Highly Proficient
- Tendency to be well-organized, rule-abiding, and hard-working
- Electronic Health Records: Best Practices — Proficient
- Knowledge of EHR data, associated privacy regulations, and best practices for EHR use
- Full results: Proficient
- Night auditor (hotel) — Highly Proficient
- Administrative assistant/receptionist — Highly Proficient
- Using basic scheduling and organizational skills in an office setting
- Food service: Customer situations — Proficient
- Ensuring customer satisfaction and prioritizing tasks in a food service setting
- Front desk agent (hotel) — Highly Proficient
- Verbal communication — Highly Proficient
- Speaking clearly, correctly, and concisely
- Typing — Expert
- Transcribing text using a standard keyboard
- Full results: Expert
- Scheduling — Highly Proficient
- Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Working with MS Word documents
- Knowledge of various Microsoft Word features, functions, and techniques
- Administration of resident medications Daily assessment and intake of resident/patient condition Daily treatment of wound care, diabetic testing and insulin Demonstrated compassion and caring of those in need of assistance
- Computer Proficiency
- Positive Attitude and Energetic
- Call Answering and Routing
- Front Desk Operations
- Greeting and Seating Clients
Certification
Hospitality Experience (10+ years)
Safety Management (5 years)
Phone Etiquette (10+ years)
Schedule Appointments
Schedule Management (10+ years)
Supervising Experience (10+ years)
Patient Assessment (10+ years)
Conflict Management (5 years)
Medical Terminology (10+ years)
Medical Records (10+ years)
Charting (10+ years)
Incident Management (5 years)
Computer Skills (10+ years)
Customer Service (10+ years)
Cashiering (10+ years)
OSHA Reporting (2 years)
Interviewing (5 years)
Public Speaking (2 years)
Instructor (2 years)
Leadership Experience (5 years)
Personnel Management (, CPR Certification
First Aid Certification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Hobbies
Coin Collecting, DIY home decor, Clothing and Fashion repurposing.
Timeline
FRONT DESK GUEST SERVICES
Best Western
07.2021 - Current
CUSTOMER SERVICE
AMERICINN LODGE AND SUTES, AMERICINN
07.2020 - 01.2021
Front Desk Agent
Wyndham Super
01.2020 - 02.2021
LPN Clinic Nurse
Mercy Medical Center North Iowa
08.2013 - 07.2014
Associate - Nursing
NIACC
Diploma -
Mason City High School