Sonja Vincent
Philadelphia,United States
Summary
Passionate Hospitality Agent offering 3 years of success and experience in customer and personal service. Additional expertise includes time management, effective planning and computer literacy.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Giye Homes
Philadelphia, PA
02.2022 - Current
- Answered up to 67 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Set up in house as well as virtual appointments with customers.
- Worked with acquisitions manager to plan and coordinate schedule.
Front Desk Associate & Night Audit
Sleep Inn Hotel
Bensalem, PA
11.2021 - 03.2022
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Housekeeping Supervisor
Red Roof Inn Franchising
Bensalem, PA
01.2020 - 02.2021
- Adhered to safety protocols by enforcing proper equipment usage.
- Worked with front desk to respond promptly to all guest requests.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Placed orders for housekeeping supplies and guest toiletries.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
Room Attendant
Red Rood Inn
Bensalem, PA
09.2019 - 01.2020
- Disposed of trash and recyclables each day to avoid waste buildup.
- Vacuumed, dusted and maintained common areas, hallways and waiting areas at elevators.
- Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Mentored newly hired room attendants on company policies, cleaning procedures and customer service techniques.
- Kept building entryway glass clean and polished for professional presentation.
Receptionist
Ambassadors Moving And Shipping
Philadelphia, PA
11.2016 - 09.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
Education
GED -
Northeast Community
Philadelphia, PA05.2016
Skills
- Lobby Maintenance
- Guest Message Transmission
- Guest Registration
- Nightly Audits
- Call Screening
- Making Reservations
- Check in and Checkout Procedures
- Professional Telephone Manner
- Credit Card Transaction Processing
- Guest Service and Assistant
- Upbeat and Positive Personality
- Night Auditing
- Policies and Procedures
- Leadership
- Spanish Interpreting
Spanish Speaking, Reading, Writing
Proficient in communicating with staff as well as guest in the spanish language. Able to better accommodate the needs of guest and also delegate task to staff for a more effective outcome.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Giye Homes
02.2022 - Current
Front Desk Associate & Night Audit
Sleep Inn Hotel
11.2021 - 03.2022
Housekeeping Supervisor
Red Roof Inn Franchising
01.2020 - 02.2021
Room Attendant
Red Rood Inn
09.2019 - 01.2020
Receptionist
Ambassadors Moving And Shipping
11.2016 - 09.2019
GED -
Northeast Community