Rebecca O'Shields
Belmont,NC
Summary
Professional with experience in hospitality management and guest services. Focused on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in customer service, scheduling, and conflict resolution. Known for reliability, strong communication skills, and leadership abilities.
Overview
12
12
years of professional experience
Work History
Front Desk Agent
Fairfield Inn & Suites by Marriott
03.2024 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Consultant
LGCY Power
07.2021 - 12.2021
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed client relationships through regular check-ins and updates on project progress.
Personal Assistant
Pretty Clean CLT
08.2020 - 02.2021
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Improved time management of the executive through effective prioritization and organization of tasks.
Front Desk Agent
Sheraton Charlotte Airport Hotel
11.2018 - 06.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
Sales Representative
Best Buy
09.2017 - 02.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Manager
Amelies French Bakery
01.2017 - 09.2017
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Front Desk Receptionist
Comfort Inn
01.2013 - 09.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
Education
Associates in arts - Calculus, Public Speaking, Psychology, Business Law, Conceptual Physics
Central Piedmont Community College
Charlotte, NC01.2021
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Customer service management
- Data entry efficiency
- Training and mentoring
- Staff training and development
- POS system operation
- Cash control
- Issue resolution
- Operations oversight
Timeline
Front Desk Agent
Fairfield Inn & Suites by Marriott
03.2024 - Current
Consultant
LGCY Power
07.2021 - 12.2021
Personal Assistant
Pretty Clean CLT
08.2020 - 02.2021
Front Desk Agent
Sheraton Charlotte Airport Hotel
11.2018 - 06.2019
Sales Representative
Best Buy
09.2017 - 02.2018
Manager
Amelies French Bakery
01.2017 - 09.2017
Front Desk Receptionist
Comfort Inn
01.2013 - 09.2016
Associates in arts - Calculus, Public Speaking, Psychology, Business Law, Conceptual Physics
Central Piedmont Community College
Similar Profiles
Bailee Hodge-GreenBailee Hodge-Green
Guest Experience Specialist at Marriott, Fairfield inn suites by MarriottGuest Experience Specialist at Marriott, Fairfield inn suites by Marriott
Dianny GarciaDianny Garcia
Assistant General Manager at Fairfield Inn & Suites by MarriottAssistant General Manager at Fairfield Inn & Suites by Marriott
Flavia MarkuFlavia Marku
General Manager at Fairfield Inn & Suites by MarriottGeneral Manager at Fairfield Inn & Suites by Marriott
Richmond OpareRichmond Opare
Lead Cloud Database Administrator at Prudential FinancialLead Cloud Database Administrator at Prudential Financial
Caroline DavisCaroline Davis
Mailroom Worker at Ave Maria UniversityMailroom Worker at Ave Maria University