Shelia Capps
Sallisaw,OK
Summary
At Cherokee Casino and Hotel Roland, excelled as Lead Front Desk Agent, enhancing guest satisfaction through efficient service and resolving issues swiftly. Skilled in cash handling and customer service, streamlined check-in/out processes, contributing to a notable improvement in guest experience. Demonstrates exceptional communication and multitasking abilities.
Overview
1
1
year of professional experience
Work History
Lead Front Desk Agent
Cherokee Casino and Hotel Roland
11.2023 - Current
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in and check-out processes for improved guest experience.
- Resolved guest issues promptly, maintaining a high level of customer satisfaction.
- Responsible for greeting guests, managing check-in and check-out processes, addressing guest inquiries and concerns, and ensuring a positive experience throughout their stay and excellent customer service skills and proficiency with reservation systems.
- Cash Handling making sure to accurately handle cash transactions, process credit card payments, maintaining proper cash flow. Experience with Money Counter system and Balancing drawer at the end of the shift.
- Responsible for Night Audits, close out Reports, answering phone calls, Emails, Inventory and cleaning Front Desk.
Education
Associate of Arts - Child Development
Carl Albert State College
Sallisaw, OK05-2006
High School Diploma -
Sallisaw High School
Sallisaw, OK05-1988
Skills
- Guest satisfaction
- Check-in and Check-out procedures
- Maintaining confidentiality
- Exceptional communication
- Flexible schedule
- Complaint handling
- Emergency procedures
- Room assignment
- Customer service
- Cash handling
- Listening skills
- Reservations
- Registration
- Transaction processing
- Multitasking
- Call answering and routing
Timeline
Lead Front Desk Agent
Cherokee Casino and Hotel Roland
11.2023 - Current
Associate of Arts - Child Development
Carl Albert State College
High School Diploma -
Sallisaw High School
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