Rebecca Castle
Zanesville,OH
Summary
Results-driven front desk agent with over 7 years of experience in hospitality. Skilled in managing guest check-in/check-out processes and implementing process improvements that enhance operational efficiency and guest satisfaction.
Overview
20
20
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
Zanesville, OH
07.2018 - Current
- Managed guest check-in and check-out processes efficiently.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Maintained accurate records of room availability and reservations using property management system.
- Coordinated with housekeeping to ensure timely room readiness for incoming guests.
- Provided information about hotel amenities, services, and local attractions to guests.
- Trained new front desk staff on operational procedures and customer service standards.
- Monitored inventory levels of supplies and initiated orders to ensure adequate stock availability.
- Implemented process improvements that streamlined front desk operations, reducing wait times.
- 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.
- 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.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered multi-line phone system and enthusiastically greeted callers.
- 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.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Sales Associate
Payless Shoe Source
Zanesville, OH
12.2009 - 06.2018
- Assisted customers in selecting products, enhancing overall shopping experience.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Trained new sales associates on company policies and customer service standards.
- Maintained organized merchandise displays to optimize product visibility and accessibility.
- Implemented promotional strategies to increase foot traffic and sales conversions.
- Analyzed customer feedback to identify areas for service improvement and enhance satisfaction.
- Developed strong relationships with repeat customers, fostering loyalty and repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Cashier
Dollar Tree Stores
Zanesville, OH
11.2006 - 08.2009
- Processed customer transactions efficiently using POS systems.
- Maintained accurate cash drawer balances throughout shifts.
- Assisted customers with product inquiries and store layout navigation.
- Monitored inventory levels and restocked merchandise as needed.
- Upheld store cleanliness and organization standards consistently.
- Trained new cashiers on operational procedures and customer service protocols.
- Implemented promotional displays to enhance product visibility and sales.
- Resolved customer complaints effectively, ensuring satisfaction and loyalty.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
West Muskingum High School
Zanesville, OH05.2007
No Degree - Business Administration
Zane State
Zanesville, OHSkills
- Customer service
- Hospitality services
- Time management
- Credit and cash payments
- Oral and written communications
- Administrative skills
- Reservation systems
- Training and mentoring
Timeline
Front Desk Agent
Hampton Inn By Hilton
07.2018 - Current
Sales Associate
Payless Shoe Source
12.2009 - 06.2018
Cashier
Dollar Tree Stores
11.2006 - 08.2009
High School Diploma -
West Muskingum High School
No Degree - Business Administration
Zane State