Richard Russell
Guest Service Representative
Covington,TN
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. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Guest Service Representative
St Jude Children's Research Hospital
2023.08 - Current
- Resolves guest complaints diplomatically to maintain a positive property reputation and high satisfaction rates.
- Manages guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Works closely with colleagues across departments to enhance the overall guest experience throughout their stay.
- Collaborates with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Promptly communicate with team members and management to ensure everyone is properly informed across shifts
- Contributes positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Maintains a high level of professionalism and discretion when dealing with guests.
- Enhances guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Calmly assists in emergency situations as needed, while adhering strictly to safety protocols.
- Maintains accurate and up-to-date records of guest information.
- Actively streamlines check-in and check-out processes for increased efficiency and guest convenience.
- Assists fellow team members with learning new programs and procedures.
Sales Associate
Walmart
2015.11 - 2023.08
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally manages issues in busy, high-stress situations.
- Solved customer challenges by offering relevant products and services.
- Kept detailed records of daily activities through an online customer database.
- Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Provided customer service and resolves queries over the telephone.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
Education
Associate of Science - General Studies
Dyersburg State Community College
Dyersburg, TN 2011.08 - 2013.05
Skills
Professional demeanor
Problem-solving skills
Relationship building
Exceptional customer service
Multi-tasking strength
Excellent people skills
Timeline
Guest Service Representative
St Jude Children's Research Hospital
2023.08 - Current
Sales Associate
Walmart
2015.11 - 2023.08
Associate of Science - General Studies
Dyersburg State Community College
2011.08 - 2013.05
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