Summary
Overview
Work History
Skills
Summary Experience
Timeline
Generic

Sophia Powell

Davenport

Summary

Experienced Front Desk Agent, PBX Operator, Customer Service, Guest Service Agent and Housekeeping Attendant with client centered focus on supporting guests' needs in a timely manner. An ardent believer in applying work experience to meet organization goals.

Overview

4
4
years of professional experience

Work History

PBX Operator

Delta Celebration Hotel
10.2024 - Current
  • Answering external and internal calls.
  • Responding to guest requests through communication with internal staff, recording details and resolving guests' issues promptly and efficiently.
  • Follow up procedures on guests' requests to ensure they were taken care of.
  • Applying changes to reservations where necessary and possible upon the request of guests.
  • Manage billing requests- resolving guests issues and responding to queries related to billing matters as needed.
  • Preparing Room Management Report for Housekeeping ensuring special requests of guests are highlighted and assigning rooms to accommodate guests with special requests and guests with member status.
  • Collaborate with Front Desk to ensure guests are provided with a seamless check in.
  • Routing Direct bills, updating room status, Kipsu messaging, updating payment information as needed.

Front Desk Agent

Developer Inn
08.2024 - 10.2024
  • Greet and Check guests in and out of hotel.
  • Create reservations for walk-ins and wholesaler bookings not in the hotel system.
  • Communicate with internal departments Housekeeping and Engineering for guest requests Follow up on guest requests.
  • Oversee hotel premises and report to General manager.
  • Document details for the shift and send emails.
  • Assign guest rooms and collect payments.
  • Cash handling.
  • Resolving guest issues as needed.

Front Desk Agent

Star Island Resort
03.2023 - 08.2024
  • Check in and check out guests.
  • Collect guest payment and outstanding balances for Timeshare Owners.
  • Rooms Controller Assign rooms and communicate with internal departments.
  • Train Front Desk Agents.
  • Ensure a checklist is done for shifts and communicating with team members for task completion.
  • Balance guest Folio for check outs.
  • Assign guest rooms and make room keys.

PBX / Guest Service Agent

Holiday Inn Resort Suites & Water Park
05.2023 - 02.2024
  • Answering to inbound and outbound calls.
  • Communicate with internal departments.
  • Assist guests with reservations and billing questions.
  • Resolved guest issues and ensured that guests' requests were taken care of.
  • Create reports for guest issues during shifts and follow up with internal departments that guest issues and requests were taken care of.
  • Call round to specific hotels for occupancy/ rate status.
  • Enter guest requests in the hotel system and ensure calls were closed out after a follow up with guests.

Restaurant Hostess

Omni Hotel & Resort
11.2022 - 03.2023
  • Greet and timely seat guests.
  • Book reservations.
  • Assign guest seats.
  • Ensure guest issues are addressed by communicating with team members.

Housekeeping

05.2021 - 01.2023
  • Inspect rooms as cleaned.
  • Clean and inspect the VIP rooms to ensure the requests of guests were done.
  • Communicating with team and management for room and guest issues.
  • Upkeep stay over and full service cleaning for in-house guests to their wishes.
  • Carry out special projects for specific rooms or tasks as assigned.

Front Desk Agent

Westgate Vacation Villas & Town centre
05.2022 - 10.2022
  • Greet and welcome guests.
  • Check guests in to the resort.
  • Book reservation for walk-ins.
  • Collaborate with the team members to carry out smooth check in for the guests.
  • Assign villas and rooms to match room type and booking type for reservations.
  • Collect payment and make room keys.
  • Communicate with other departments to ensure guest requests are met.

Hostess/ Cashier

Vianopolis
02.2022 - 05.2022
  • Book Reservations.
  • Assign guests seating.
  • Cash handling.
  • Communicating with team members to ensure correct seating of guests and also to honor the request of their preferred seating.

Skills

  • Customer centric
  • Results oriented
  • Communication
  • Interpersonal
  • Problem Solving
  • Team Collaboration
  • Time management
  • Multi tasking

Summary Experience

  • Client centered professional with four years hospitality experience working with individuals of different cultural backgrounds.
  • Experience working with a diverse population.
  • Working with clients to provide information and options that relate to their requests and expectations.
  • Working knowledge of Microsoft Programs including Word/Office, Edge, Excel, Teams, Outlook and PowerPoint.
  • Knowledge of Kipsu, GXP, Quore, Hot SOS, Hotel Expert.
  • Experience working with systems; MR, Choice, Opera, RCC, Synexis and Lightspeed.

Timeline

PBX Operator

Delta Celebration Hotel
10.2024 - Current

Front Desk Agent

Developer Inn
08.2024 - 10.2024

PBX / Guest Service Agent

Holiday Inn Resort Suites & Water Park
05.2023 - 02.2024

Front Desk Agent

Star Island Resort
03.2023 - 08.2024

Restaurant Hostess

Omni Hotel & Resort
11.2022 - 03.2023

Front Desk Agent

Westgate Vacation Villas & Town centre
05.2022 - 10.2022

Hostess/ Cashier

Vianopolis
02.2022 - 05.2022

Housekeeping

05.2021 - 01.2023

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Sophia Powell