Samantha Burleson
Branson,MO
Summary
Dynamic Front Desk Sales Associate with a proven track record at Westgate Resorts, excelling in customer service and relationship building. Recognized for enhancing guest satisfaction through effective problem-solving and upselling techniques, contributing to increased sales revenue. Proficient in reservation booking and committed to maintaining high standards of cleanliness and safety.
Overview
4
4
years of professional experience
Work History
Front Desk Sales Associate
Nantucket Resort
Branson, MO
04.2022 - 12.2022
- Conducted daily audits of front desk operations to ensure compliance with company standards.
- Managed inventory of supplies at the front desk, proactively ordering necessities when needed.
- Established rapport with repeat customers through personalized service that fostered loyalty towards the brand.
- Resolved guest complaints efficiently, demonstrating effective problem-solving skills to maintain positive relationships.
- Supported marketing efforts by distributing promotional materials and informing guests about ongoing specials or events.
- Provided knowledgeable recommendations for local attractions and dining options, enhancing the guest experience during their stay.
- Upsold room packages and amenities, contributing to the overall increase in sales revenue.
- Facilitated smooth operation of front desk equipment by performing routine checks and coordinating repairs when necessary.
- Streamlined booking process, reducing waiting times for phone and walk-in reservations.
- Streamlined check-out process, minimizing delays and ensuring guest satisfaction.
- Improved communication with housekeeping and maintenance departments, ensuring guest requests were promptly fulfilled.
- Improved customer satisfaction by promptly responding to inquiries and resolving complaints.
- Reduced administrative errors by implementing new filing system for guest records and correspondence.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
Front Desk Assistant
Keller Williams
Cabool, MO
05.2021 - 02.2022
- Managed front desk operations, ensuring seamless customer service and maintaining professional atmosphere.
- Coordinated scheduling of appointments and meetings for agents and clients, optimizing workflow efficiency.
- Assisted in processing real estate transactions, contributing to accurate documentation and timely submissions.
- Utilized CRM software to track client interactions and manage follow-ups, enhancing communication effectiveness.
- Responded promptly to client inquiries via phone and email, fostering positive relationships with prospective buyers and sellers.
- Organized office supplies and maintained inventory levels, supporting daily operational needs of the office team.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests.
- Facilitated smooth operations during peak times with effective multitasking skills, managing multiple guest interactions simultaneously.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Maintained guest confidentiality by adhering to strict privacy policies when handling personal information and payments.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
Front Desk Operations
Westgate Resorts
Branson, MO
11.2020 - 03.2021
- Proactively identified opportunities for process improvement within the front desk operations leading to enhanced efficiency.
- Increased team productivity by cross-training in various departments for seamless front desk operations.
- Provided exceptional customer service while managing front desk operations and maintaining a clean facility.
- Showcased adaptability through effectively covering various roles within the security team as needed, including front desk operations, patrol duties, or shift supervisor responsibilities.
- Participated in staff meetings to share feedback on front desk operations and collaborate on improvements where necessary.
- Supported front desk operations as needed during busy periods or staff shortages without compromising quality of service provided at the concierge desk.
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
- Streamlined front desk operations for improved efficiency and increased customer flow.
- Ensured compliance with safety regulations and brand standards through regular audits of front desk operations procedures.
- Streamlined front desk operations with efficient guest registration and accurate record-keeping procedures.
- Enhanced customer satisfaction by efficiently managing front desk operations and providing exceptional service.
- Streamlined front desk operations by managing phone calls, greeting guests, and processing payments efficiently while maintaining a friendly demeanor at all times.
- Promoted hotel services and amenities to increase revenue through upselling techniques successfully applied at the front desk operations.
- Supported front desk operations, including check-ins, check-outs, and handling guest inquiries with professionalism and courtesy.
- Worked closely with management to identify areas for improvement in front desk operations.
- Managed front desk operations during peak hours, maintaining an organized workflow under pressure.
Sales Representative
Westgate Resorts
Branson, MO
08.2020 - 11.2020
- Cultivated relationships with potential clients through effective communication and personalized service.
- Executed sales presentations highlighting resort features, amenities, and promotions to drive bookings.
- Collaborated with marketing team to develop promotional materials and enhance brand visibility.
- Assisted customers in selecting vacation packages tailored to their preferences and budget needs.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Monitored market trends to identify opportunities for product improvement and increased sales strategies.
- Maintained accurate records of customer interactions using CRM software for follow-up and analysis.
- Participated in team meetings to share insights on customer feedback and suggest process enhancements.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Boosted team morale and productivity by leading weekly sales strategy meetings.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Front Desk Sales Associate
Westgate Resorts
Branson, MO
06.2019 - 08.2020
- Assisted guests with check-in and check-out processes, ensuring smooth transitions.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed reservations using property management software to maintain accurate records.
- Collaborated with team members to enhance guest experiences and operational efficiency.
- Promoted resort amenities and services, contributing to increased guest engagement.
- Trained new staff on front desk procedures, fostering a collaborative work environment.
- Developed strong relationships with guests, enhancing loyalty and satisfaction levels.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Maintained an organized workspace, ensuring a welcoming environment for guests upon arrival.
- Improved customer satisfaction by providing exceptional front desk service and promptly addressing inquiries.
- Contributed to team goals by consistently meeting or exceeding individual sales targets each quarter.
- Assisted in training new team members on company policies and best practices for optimal performance.
- Coordinated guest reservations with accuracy to ensure a seamless booking experience.
- Worked closely with other departments within the hotel to address any special requests or concerns from guests promptly.
Guest Greeter
Westgate Resorts
Branson, MO
03.2019 - 06.2019
- Welcomed guests with a friendly demeanor, creating positive first impressions.
- Assisted guests with inquiries, providing accurate information about services and amenities.
- Collaborated with team members to ensure smooth guest check-in processes.
- Developed knowledge of facility layout to guide guests efficiently to destinations.
- Handled guest feedback promptly, addressing concerns to enhance satisfaction levels.
- Maintained cleanliness and organization of the lobby area for welcoming atmosphere.
- Enhanced customer experience with a friendly and approachable demeanor, addressing guest inquiries promptly.
- Facilitated a welcoming atmosphere by engaging guests in light conversation while waiting for assistance or service completion.
- Managed high-volume guest traffic during peak periods, maintaining composure and efficiency under pressure.
- Provided excellent communication skills in directing guests to appropriate areas within the facility or connecting them with relevant staff members for assistance.
- Improved guest satisfaction by providing warm and welcoming greetings upon arrival.
Education
GED -
Missouri State University
Springfield, MOCriminology
Drury University
Cabool, MOSkills
- Goal oriented
- Building relationships
- Microsoft office
- Scheduling appointments
- Guest relations
- Reservation booking
- Teamwork
- Friendly and helpful
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Attention to detail
- Customer assistance
- Strong communication and interpersonal skills
- Cleaning and sanitizing
- Multitasking
- Adaptable and flexible
- Excellent communication
- Team cooperation
- Active listening
- Effective communication
- Positive customer engagement
- Goal driven
- Safety and cleanliness standards
- Building customer loyalty
- Conflict resolution
- Complaint handling
- Basic mathematics
- Payment processing
- Time management abilities
- Sales and promotions
- Customer retention
- Staff support
Timeline
Front Desk Sales Associate
Nantucket Resort
04.2022 - 12.2022
Front Desk Assistant
Keller Williams
05.2021 - 02.2022
Front Desk Operations
Westgate Resorts
11.2020 - 03.2021
Sales Representative
Westgate Resorts
08.2020 - 11.2020
Front Desk Sales Associate
Westgate Resorts
06.2019 - 08.2020
Guest Greeter
Westgate Resorts
03.2019 - 06.2019
GED -
Missouri State University
Criminology
Drury University