Raphael Wallner

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.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Answered multi-line phone system and enthusiastically greeted callers.
• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Developed and maintained positive relationships with guests for satisfaction.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
• Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
• Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
• Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
• Facilitated welcoming environment, greeting guests upon arrival.
• Implemented new booking system feature that reduced check-in time for guests.
• Assisted in training new front desk agents, sharing best practices and procedures.

• Served high customer volumes during special events, nights, and weekends.
• Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
• Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
• Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
• Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
• Adhered to state laws regarding alcoholic beverage services and customer regulations.
• Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
• Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
• Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.

• Trained new employees and delegated daily tasks and responsibilities.
• Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
• Completed cash and credit card transactions accurately using POS software.
• Resolved conflicts between employees to maintain positive and productive work environments.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
• Boosted overall sales with effective upselling techniques and exceptional product knowledge.
• Fostered positive work environment, leading to higher employee morale and reduced turnover.
• Oversaw cash handling and financial transactions, ensuring accuracy and reducing discrepancies.