Shanetra Warren
Dothan,AL
Summary
Meticulous with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. Motivated Hotel Front Desk Clerk provides outstanding customer service and administrative support. Possesses exceptional problem-solving skills and resolves customer inquiries and complaints in timely manner. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Receptionist
Comfort Inn & Suites
Dothan, AL
06.2021 - 05.2023
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Trained new staff members in customer service techniques and hotel operations.
Crew Member/Cashier Team Lead
McDonald's
Dothan, AL
03.2016 - 04.2021
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Restocked and organized merchandise in front lanes.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Received and processed customer payments.
- Trained team members on cash register operation and cash handling.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Set and updated employee schedules to fulfill gaps based on expected customer demands.
- Facilitated and logged store opening, closing, and shift changes.
Education
High School Diploma -
Dothan High School
Dothan, AL08.2009
Skills
- Customer Inquiries
- Correspondence Management
- Reservation Processing
- Customer Accounts Management
- Report Transcription
- Customer Relations
- Microsoft PowerPoint
- Credit Card Payment Processing
- Microsoft Word
- Microsoft Excel
- Senior Leadership Support
- Staff Training
- POS Systems
- Persuasive Selling
- Conducting Tours
- Retail Transactions Processing
- Verbal and Written Communication
- Manage Contracts
- Cost Management
- Customer Relationship Management
- Financial Forecasting
- Sales and Marketing
- Quality Standards
- Order Supplies
Timeline
Hotel Front Desk Receptionist
Comfort Inn & Suites
06.2021 - 05.2023
Crew Member/Cashier Team Lead
McDonald's
03.2016 - 04.2021
High School Diploma -
Dothan High School
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