Rochelle Dunn
Mariposa,CA
Summary
Energetic hospitality professional with can-do attitude and strong desire to work with public. Going on 3 years experience as Front Desk Agent in high-traffic environment. Dynamic and flexible employee with unparalleled multitasking and team leadership capabilities.
Overview
3
3
years of professional experience
Work History
Front Desk Lead
Prospect Hotel Management LLC AutoCamp Yosemite
Midpines, CA
02.2019 - Current
- Used internal software to process reservations, check-ins and check-outs.
- Welcome visitors and guests upon arrival, offer assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Delivered above-and-beyond service to guests beginning prior to their arrival by helping them plan ahead for there visit to Yosemite, informing our guests on road and weather conditions, to their arrival finding the perfect hiking trip in Yosemite National Park and making outside venue reservations when needed
- Collecting room deposits, fees and payments.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Answered customer telephone calls promptly and appropriately handled needs.
- Book reservations over phone, in person and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted at front desk and handled purchases at gift shop.
- Answered multi-line phone system and greeted callers enthusiastically.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup and delivery of parcel.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Education
Merced College
Merced, CAHigh School Diploma -
Golden Valley High School
Merced, CA06.2002
Skills
- Guest response
- Keeping Clubhouse Guest Facing
- Keeping General Store Stocked and Faced
- Supply and Inventory Oversight
- Invoicing and Billing
- Touring Arrangements
- Check In and Check Out Procedures
- Basic Food Service
- Payment Collection
- Customer Service
- Restaurant Reservations
- Room Assignment
- Problem Solving
- Account Review
- Issue Escalation, Finding Solutions
- Reservations Management
- Account Balancing
- Decision Making
- Inquiry Response
- Good Communication with Housekeeping Management
- Staff Training
- Relationship Establishment
- Office Organization
- Quality Assessment
- Coaching and Mentoring
- Conflict Resolution
Timeline
Front Desk Lead
Prospect Hotel Management LLC AutoCamp Yosemite
02.2019 - Current
Merced College
High School Diploma -
Golden Valley High School