Summary
Work History
Education
Skills
Languages
References
Timeline
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Roxanne Welcker

Simi Valley,CA

Summary

Self-motivated Guest Service Representative highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Reliable and enthusiastic Guest Service Representative with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments. Positive and upbeat Guest Service Representative successful at balancing guest and business needs. Well-organized in managing check-in and check-out procedures and coordinating services with diverse team members. Good multitasking, planning and communication skills. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Work History

Guest Service Representative

Homewood Suites Hilton
Agoura Hills, CA
10/16/18 - 02.2024
  • Facilitated hotel check-ins/check-outs, adhering to policies and procedures.
  • Assisted with luggage handling and room orientations upon arrival.
  • Created memorable experiences through unique offerings tailored to guests' interests.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Provided high-quality customer service in a fast-paced environment.
  • Provided personalized services to meet individual guest needs.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Liaised with housekeeping, maintenance, and security teams as needed.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Managed guest complaints, providing effective solutions promptly.
  • Collaborated with concierge team members to ensure seamless service delivery.
  • Took reservations from patrons by phone or online.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Ensured timely response to all guest inquiries and requests.
  • Managed front desk operations, ensuring exceptional guest experiences.
  • Gave clear directions to local museums, restaurants and places of interest to patrons.
  • Offered guests beverages and refreshments upon check-in.
  • Maintained comprehensive knowledge of local attractions and activities.
  • Updated front desk's concierge book to maintain most relevant visitor information.
  • Oversaw parcel deliveries, mail distribution, and message handling for guests.
  • Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
  • Conducted pre-arrival outreach to assess guest preferences or special requests.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Invited guests to join loyalty programs and special promotions to stay connected.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Performed daily cashiering duties including balancing accounts at end of shift.
  • Responded promptly to inquiries regarding availability of rooms and rates.
  • Encouraged customers to provide feedback on their stay experiences.
  • Resolved guest complaints in a professional manner.
  • Provided assistance to guests throughout their stay.
  • Assisted with luggage storage upon request.
  • Maintained cleanliness of lobby area throughout shift.
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.
  • Tracked inventory levels of supplies needed for front desk operations.
  • Assisted guests with check-ins and check-outs in a timely manner.
  • Provided guidance to new team members on how to perform tasks correctly.
  • Maintained cleanliness of lobby area and front desk counter.
  • Ensured compliance with hotel policies and procedures.
  • Verified reservations by phone or in person.
  • Organized special requests such as wake up calls, extra pillows, cribs.
  • Promoted loyalty programs to encourage repeat business.
  • Informed customers about upcoming events held at the hotel.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Handled customer complaints professionally and efficiently.
  • Resolved customer disputes in a professional manner while maintaining positive relationships.
  • Answered incoming calls from guests seeking reservations or general information.
  • Maintained accurate records of all transactions within the hotel software system.

Guest Service Representative

TownePlace Suites by Marriott
Newbury Park, CA
01.2016 - 06.2016
  • Created memorable experiences through unique offerings tailored to guests' interests.
  • Facilitated hotel check-ins/check-outs, adhering to policies and procedures.
  • Assisted with luggage handling and room orientations upon arrival.
  • Provided high-quality customer service in a fast-paced environment.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Took reservations from patrons by phone or online.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Managed front desk operations, ensuring exceptional guest experiences.
  • Conducted pre-arrival outreach to assess guest preferences or special requests.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Invited guests to join loyalty programs and special promotions to stay connected.

Sales Associate

Chico's
Simi Valley, CA
07/01/11 - 01.2013
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Organized seasonal promotional events to boost sales numbers.
  • Performed opening and closing duties, including cash handling.
  • Answered store and merchandise questions and led customers to wanted items.
  • Assisted customers in selecting products, providing excellent service.
  • Recommended, selected and located merchandise based on customer desires.
  • Computed purchases and received and processed cash or credit payment.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Collaborated with team members to achieve sales targets.
  • Handled customer complaints professionally and efficiently.
  • Bagged or packaged purchases and wrapped gifts.
  • Ensured store cleanliness and adherence to safety standards.
  • ssessed customer needs through active listening skills.
  • Participated in weekly team meetings to discuss goals and strategies.
  • Greeted customers to determine wants or needs.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Maintained visually appealing and effective product displays.
  • Placed special orders or called other stores to find desired items.
  • Described merchandise and explained use, operation and care.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Processed customer transactions quickly and accurately.
  • Prepared merchandise for purchase or rental.
  • Utilized up-selling techniques to maximize transaction value.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Answered incoming telephone calls to provide store, products and services information.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Worked with fellow sales team members to achieve group targets.
  • Developed trusting relationships with customers by making personal connections.
  • Assessed customer needs to provide assistance and information on product features.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • Collected payments and provided accurate change.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.
  • Adhered to company initiatives and achieved established goals.
  • Processed credit card transactions quickly and securely.
  • Maintained cleanliness of store environment including floors, windows, displays.

Intern

National Parks Service
Thousand Oaks, CA
06/01/17 - 12/31/17
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Maintained positive working relationship with fellow staff and management.
  • Worked with team members to promote great customer service and pleasant work environment.
  • Supported various program activities, assisting with administrative tasks.

Guest Service Representative

Premier Inn
Thousand Oaks, CA
09/18/16 - 01/01/17
  • Facilitated hotel check-ins/check-outs, adhering to policies and procedures.
  • Provided high-quality customer service in a fast-paced environment.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Liaised with housekeeping, maintenance, and security teams as needed.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Took reservations from patrons by phone or online.

Sales Lead

Gymboree
Thousand Oaks, CA
04/01/13 - 07/16/16
  • Provided after-sales support, ensuring customer satisfaction and retention.
  • Greeted and assisted customers to foster positive experiences.
  • Maximized sales by keeping areas tidy, fully stocked and correctly priced.
  • Continuously refined personal selling skills through training sessions.
  • Replenished and arranged items to maintain appearance.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
  • Operated register, handled cash and processed credit card transactions.
  • Executed sales strategies to achieve monthly targets consistently.
  • Recognized security risks to properly handle situations.
  • Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
  • Reset store displays for special events and seasonal merchandise changes.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Developed tailored solutions for unique client requirements or concerns.
  • Developed and maintained long-term relationships with key clients.
  • Reviewed inventory levels regularly to avoid stock shortages or excesses.
  • Identified customer needs by asking questions and advising on best solutions.
  • Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
  • Listened to customer needs to identify and recommend best products and services.
  • Managed cash register operations using POS system and processed sales and returns.
  • Maintained attractive merchandise displays to maximize purchases.
  • Engaged shoppers, providing assistance and information on merchandise and product features.
  • Assisted in strategic planning and setup of merchandise displays to promote target products and attract customer traffic.
  • Made outbound sales calls to contact prospective leads, using effective communication skills.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.

Education

Bachelor of Science - Criminology And Criminal Justice

Portland State University
Portland, OR
06-2021

Associate of Science - Criminal Justice

Moorpark College
Moorpark, CA
06-2014

High School Diploma -

Heritage Christian Academy
Thousand Oaks, CA
06-2011

Skills

  • Concierge support
  • Information Protection
  • Guest Relations
  • Customer Service
  • Data Entry
  • Reservation Management
  • Product Sales
  • Reservation Processing
  • Cash handling experience
  • Reservation Management System
  • Detail Oriented
  • Computer Skills
  • Knowledge of local area
  • Payment Processing
  • Flexible Schedule
  • Complaint Handling
  • Financial Transactions

Languages

Sign Language
Elementary

References

References available upon request.

Timeline

Guest Service Representative

TownePlace Suites by Marriott
01.2016 - 06.2016

Guest Service Representative

Homewood Suites Hilton
10/16/18 - 02.2024

Sales Associate

Chico's
07/01/11 - 01.2013

Intern

National Parks Service
06/01/17 - 12/31/17

Guest Service Representative

Premier Inn
09/18/16 - 01/01/17

Sales Lead

Gymboree
04/01/13 - 07/16/16

Bachelor of Science - Criminology And Criminal Justice

Portland State University

Associate of Science - Criminal Justice

Moorpark College

High School Diploma -

Heritage Christian Academy

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Roxanne Welcker