Sofia Duemichen

• Deliver prompt, professional responses to guest calls and emails, providing tailored information on rooms, rates, and services while seamlessly handling reservations and inquiries.
• Optimize room availability, rates, and packages by accurately managing the hotel's reservation system.
• Execute reservations, modifications, and cancellations while clearly communicating policies and procedures to guests.
• Design and manage a personalized pre-arrival process to elevate the guest experience and increase hotel revenue.
• Drive revenue growth by upselling room categories and services, leveraging in-depth knowledge of hotel offerings and promotions.
• Ensure accuracy in billing and payments to secure reservations and maintain guest confidence.
• Serve as a knowledgeable resource on hotel facilities, services, and local attractions to enhance guest stays.
• Resolve guest challenges with professionalism and efficiency, ensuring satisfaction and loyalty.
• Partner with sales, housekeeping, and front desk teams to deliver seamless, five-star guest experiences.
• Anticipate guest needs by tracking arrivals, departures, special occasions, and preferences.
• Maintain detailed, up-to-date records of guest information, requests, and payment details.
• Consistently exceed sales targets while maximizing occupancy and revenue.
• Generate daily reports and complete operational task lists to ensure smooth workflow.
• Uphold strict compliance with hotel policies and data privacy standards, safeguarding sensitive guest information.
• Manage switchboard operations and provide administrative support, directing calls as needed.
• Participate in professional development programs to expand skills and knowledge.
• Support management with additional responsibilities as assigned. Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Respond to incoming calls and emails from guests in a prompt, friendly, and professional manner,
providing information about rooms, rates, and services, and assisting with reservations and inquiries.
• Utilize the hotel's reservation system to efficiently manage room availability, rates, and packages,
ensuring accurate and up-to-date information.
• Process reservations, modifications, and cancellations, providing guests with detailed information
about policies and procedures.
• Create and maintain an upscale and personalized pre-arrival process that enhances the guest
experience and drives revenue.
• Upsell room categories and hotel services, leveraging knowledge of facilities, services, and
promotions to maximize revenue.
• Process accurate billing and payments, ensuring reservations are secured and correct.
• Maintain a high level of knowledge about hotel facilities, services, and local attractions to provide
tailored recommendations.
• Handle challenging situations and resolve guest complaints professionally and efficiently.
• Collaborate with sales, housekeeping, and front desk teams to ensure seamless guest service and
resolve issues.
• Support front staff by monitoring guest arrivals/departures, special occasions, needs, and
preferences.
• Maintain accurate guest records, including preferences, requests, and payment details.
• Meet and exceed sales goals, maximizing occupancy and revenue.
• Run daily reports and complete daily task lists.
• Adhere to hotel policies, procedures, and data security standards, ensuring sensitive guest
information is protected.
• Perform switchboard and administrative duties, including directing calls as needed.
• Participate in training and development programs to enhance job skills and knowledge.

• Welcomed and assisted guests with seamless check-in and check-out processes to ensure a positive arrival and departure experience.
• Maintained cleanliness of lobby area at all times.
• Welcomed and checked in guests while anticipating needs, providing personalized information on hotel services to enhance their stay.
• Proactively identified and addressed guest needs with efficiency, ensuring prompt service and a seamless experience.
• Coordinated with housekeeping and maintenance teams to promptly resolve room and facility issues, ensuring a flawless guest experience.
• Collaborated with colleagues to ensure smooth operations of front desk area.
• Processed guest billing and payments with accuracy and efficiency, ensuring a smooth and secure transactions.
• Greeted guests warmly at the front desk, creating a welcoming atmosphere while efficiently managing the check-in process.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Processed payments accurately and efficiently.
• Delivered exceptional guest service while consistently upholding hotel standards and company policies.
• Recorded guest comments or complaints, escalating to management for immediate resolution.
• Issued room keys and coordinated with bell staff while personally escorting guests to their rooms, ensuring a smooth and welcoming arrival experience.
• Secured guest valuables in hotel safes and safe-deposit boxes, ensuring confidentiality and peace of mind.
• Answered phones, responded to inquiries, and took messages.
• Handled cash drawer with accuracy and accountability, balancing transactions and maintaining financial integrity throughout each shift.Inputted guest information into computer system accurately and securely.
• Transmitted and received messages using telephones or telephone switchboards.
• Advised guests on hotel amenities, services, and local attractions, enhancing their stay with personalized recommendations.
• Prioritized and organized tasks effectively to achieve service goals and maintain smooth front desk operations.
• Collaborated seamlessly in team environments to boost efficiency and create a productive, guest-focused workplace.
• Supported and guided colleagues to foster a collaborative, high-performing work environment.
• Enhanced guest satisfaction by resolving issues promptly with knowledgeable, friendly, and solution-focused service.

• Greeted incoming guests to escort to assigned dining area and present menus.
• Performed light administrative duties such as filing documents and taking messages.
• Monitored dining area to assess server capacity and estimate wait times.
• Received and recorded patrons' dining reservations.
• Answered telephone to provide dining information and take reservations.
• Greeted guests upon arrival and provided them with menus.
• Took reservations over phone and in person.
• Offered seating and other special accommodations to customers according to preferences and dining area volume.
• Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
• Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
• Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.

• Handled incoming email and phone correspondence.
• Developed organizational filing systems for confidential customer records and reports.
• Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
• Maintained confidentiality of sensitive information and documents.
• Completed and mailed contracts, invoices or checks.
• Ordered office supplies and managed inventory to ensure a well-stocked office.

• Created personal training meetings and documents to educate staff on internal policies in accordance with governmental and union recommendations, and guidelines.
• Created and carefully maintained daily screening documents and test records for over 50 employees and department heads. Scheduled daily cleaning schedules and tri-weekly in-house COVID testing.
• Collaborated with leadership to devise strategies to improve and implement new policies, and best practice guidelines. Worked overtime to ensure a response to emergencies, and to fix unsafe conditions.
• Kept detailed communication between the theater and the union.