Sarai Gonzalez
Allentown,PA
Summary
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information, and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Front Desk Agent/Guest Service Agent
Hyatt Place Bethlehem
Bethlehem, PA
05.2023 - 12.2024
- Ensured that all safety regulations were followed according to company standards.
- Provided excellent customer service while upholding company policies.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Resolved customer complaints promptly and courteously.
- Scheduled reservations for groups and special events.
- Kept accurate records of guest transactions.
- Inputted guest information into computer system accurately and securely.
- Monitored security cameras in lobby area as needed.
- Processed payments accurately and efficiently.
- Managed cash drawer responsibly throughout shift.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Assisted with luggage handling for incoming guests.
- Maintained cleanliness of lobby area at all times.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Provided information about hotel amenities, services, and local attractions.
- Addressed customer needs in a timely manner.
- Verified accuracy of room rates and other charges during check-in process.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Assisted guests at check-in, providing information on various services within hotel.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Input and confirmed reservations for guests.
- Posted incidental charges to ledgers, manually or by using computers.
- Kept records of room availability and guest accounts, manually or using computers.
- Computed bills, collected payments and made change for guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Verified customer credit to establish payment method for accommodations.
- Transmitted and received messages using telephones or telephone switchboards.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Processed guest payments quickly and efficiently.
- Responded to telephone calls from guests promptly and courteously.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Greeted guests with a friendly and welcoming attitude.
- Managed group bookings efficiently with prompt response time.
- Handled cash transactions accurately while adhering to established accounting practices.
- Maintained accurate records of all transactions for auditing purposes.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Provided directions to various locations within the city as requested by guests.
- Provided information regarding room availability and rates to potential customers.
- Made sure that all safety regulations were followed at all times.
- Scheduled reservations for groups such as meetings, conferences or weddings.
- Updated daily records such as occupancy reports, registration cards.
- Ensured that guest rooms were clean, tidy and supplied with necessary items prior to arrival of new guests.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
- Responded to guests, including email, telephone, and in-person inquiries.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Balanced hotel accounts at end of each shift.
- Detailed all policies and procedures, including safety information to guests upon hotel check in.
- Welcomed large volume of guests and improved overall customer service.
- Handled guest requests for additional towels and linens by contacting housekeeping department.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Scheduled space or equipment for special programs, meetings and conferences.
Office Clerk
AmeriCold Logistics
Allentown, Pennsylvania
10.2022 - 02.2023
- Processed incoming and outgoing mail daily.
- Developed forms and maintained filing systems to store confidential client information securely.
- Answered phone calls in a professional manner and transferred calls accordingly.
- Prepared invoices for customers based on their orders and payment terms.
- Collaborated with other departments to ensure smooth operations across all areas of the business.
- Updated customer accounts information in the database system accurately.
- Scanned documents into computer system for storage purposes.
- Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
- Participated in team meetings to discuss progress on projects or new initiatives.
- Performed data entry tasks into various databases as needed.
- Created spreadsheets using Microsoft Excel for tracking data and creating reports.
- Resolved customer complaints promptly and professionally.
- Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Created, updated and maintained detailed documents, charts, and spreadsheets to sort company information.
- Transcribed documents and maintained high levels of accuracy.
Guest Attendant
Woodspring Suites
Bethlehem
06.2021 - 02.2022
- Provided directions or information about local attractions when requested by guests.
- Performed light cleaning duties such as vacuuming, mopping floors, dusting surfaces.
- Maintained daily logs of guest interactions and reported any issues or concerns to management.
- Directed guests to the appropriate areas of the facility and answered questions as needed.
- Conducted regular inspections of restrooms to ensure they were clean and stocked with supplies.
- Assisted in resolving guest complaints in a timely manner.
- Provided excellent customer service to all patrons while ensuring their safety and comfort.
- Answered phones promptly with a professional attitude while taking accurate messages when needed.
- Greeted guests with a warm, friendly smile and provided assistance upon request.
- Followed health codes by sanitizing surfaces regularly throughout the day using approved materials.
- Supported other team members during busy times by completing tasks assigned by leadership.
- Delivered extra linens, paper products and toiletries to guests.
- Vacuumed, dusted and polished furniture in common areas, hallways and waiting areas at elevators.
- Responded quickly to guest inquiries and delivered linens and personal care items upon request.
- Replenished each guest room with water glasses, toiletries and paper products.
- Cleaned and returned vacant rooms to occupant-ready status.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Organized supplies for use based on expected customer needs.
- Inspected rooms for safety hazards and working conditions of equipment to report repair needs to maintenance team.
- Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
Education
Associate in Business Management - Office Administration
Interamerican University of Puerto Rico
Barranquitas, PR 08.1992 - 12.1994
Skills
- Customer service
- Reservation management
- Payment processing
- Data entry
- Record keeping
- Conflict resolution
- Microsoft Excel
- Safety compliance
- Team collaboration
- Guest relations
- Effective communication
- Problem solving
- Time management
- Attention to detail
- Adaptability
- Service dispatching
- Listening skills
- Financial records oversight
- File management
- Guest amenities
- Effective planning
- Registration processing
- Guest accommodations
- Hospitality service expertise
- Record preparation
- Sales expertise
- Transportation information
- Microsoft office
- Office management
- Oral and written communications
- Information protection
- Problem-solving skills
- Housekeeping
- Room assignments
- Report generation
- Tourism knowledge
- Mail and packages
- Front office support
- Transaction processing
- Clerical duties
- Registration
- Front desk management
- Cash handling
- Fluent in english and spanish
- Credit and cash payments
- Excellent communication
- Data confidentiality
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Front Desk Agent/Guest Service Agent
Hyatt Place Bethlehem
05.2023 - 12.2024
Office Clerk
AmeriCold Logistics
10.2022 - 02.2023
Guest Attendant
Woodspring Suites
06.2021 - 02.2022
Associate in Business Management - Office Administration
Interamerican University of Puerto Rico
08.1992 - 12.1994