Rebecca Rothweiler
Jackson,MO
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
22
22
years of professional experience
Work History
Guest Service Representative
Drury Inn And Suite Jackson
Jackson, MO
03.2002 - Current
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Conducted regular inventory audits of guest supplies to ensure adequate stock levels at all times.
- Utilized property management software proficiently for efficient guest data management and reporting purposes.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Participated actively in staff meetings and contributed to the development of new policies and procedures to improve guest services.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Housekeeping Supervisor
Drury Inn & Suites
Jackson, MO
03.2002 - Current
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Scheduled and prioritized tasks to staff, overseeing work completion.
Hot Foods Cook
Drury Inn & Suites
Jackson, MO
03.2002 - Current
- Enhanced customer satisfaction by providing high-quality hot food dishes in a timely manner.
- Maintained a clean and efficient work area, ensuring adherence to health and safety regulations.
- Collaborated with kitchen team members to efficiently prepare and serve hot food items during peak hours.
- Streamlined the cooking process by developing and implementing time-saving techniques for popular dishes.
- Provided exceptional service to customers, addressing any concerns or special requests promptly and professionally.
- Implemented effective rotation systems for ingredients to maintain freshness, minimize spoilage, and reduce costs.
- Assisted in managing inventory levels, placing orders for ingredients and supplies as necessary to maintain optimal stock levels.
Education
High School Diploma -
Central High School
Cape Girardeau, MO06.1990
Skills
- Report Preparation
- Guest Relations
- Customer Service
- Property Security
- Information Protection
- Reservation Management
- Inventory Monitoring
- Issue Resolution
- Key Management System
- Computer Skills
- Documentation and Reporting
- Payment Processing
Timeline
Guest Service Representative
Drury Inn And Suite Jackson
03.2002 - Current
Housekeeping Supervisor
Drury Inn & Suites
03.2002 - Current
Hot Foods Cook
Drury Inn & Suites
03.2002 - Current
High School Diploma -
Central High School