Summary
Overview
Work History
Education
Skills
Timeline
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Stacey Langram

San Antonio,TX

Summary

Dynamic Front Desk Agent at Marriott Hotel with exceptional customer service and problem-solving skills. Achieved high guest satisfaction ratings through effective communication and personalized service. Proficient in reservation systems and cash handling, I streamlined operations, enhancing efficiency and boosting repeat business by fostering strong guest relationships.

Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.

Overview

7
7
years of professional experience

Work History

Front Desk Agent

Mariott Hotel
11.2023 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
  • Increased repeat business by developing personal connections with guests and addressing their needs.
  • Maintained high levels of guest privacy by securely managing personal information.
  • Updated guest profiles with preferences and requests for personalized service in future stays.
  • Implemented new booking system feature that reduced check-in time for guests.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.
  • Enhanced guest satisfaction by providing timely and courteous front desk service.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Assisted in training new front desk agents, sharing best practices and procedures.
  • Developed quick reference guide for local attractions and dining, enriching guest experience.
  • Improved team communication with daily briefing on occupancy, events, and guest requests.
  • Streamlined check-in and check-out processes for increased efficiency.
  • Resolved guest complaints with effective problem-solving, improving overall guest experience.
  • Boosted online ratings by soliciting guest feedback and addressing online reviews.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
  • Facilitated welcoming environment, greeting guests upon arrival.
  • Managed inventory of front desk supplies, keeping essential items well-stocked.
  • Streamlined communication with events team on guest logistics for large groups.
  • Contributed to higher occupancy rates through outstanding customer service.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Trained new staff members in customer service techniques and hotel operations.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Enforced policies and procedures to increase efficiency.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Monitored staff performance and provided feedback and guidance.
  • Monitored hotel's budget and financial records.

Front End Operations Manager

Walmart
03.2018 - 09.2023
  • Coordinated with other departments to improve overall store efficiency and collaboration among teams.
  • Collaborated with store management to develop successful sales strategies and promotional events.
  • Championed an atmosphere of continuous improvement within the front-end operations department by regularly soliciting feedback from both employees and customers alike.
  • Enhanced customer satisfaction with timely and effective issue resolution.
  • Managed a team of cashiers, ensuring smooth workflow and optimal performance.
  • Proactively identified potential issues within the department, taking swift action to address problems before they escalated.
  • Developed strong working relationships with vendors, securing the best deals on supplies and equipment.
  • Consistently met or exceeded profit margins by effectively controlling expenses within the front end operations department.
  • Established clear communication channels between staff members, promoting teamwork and cooperation among employees.
  • Resolved customer complaints in a professional manner, fostering positive relationships between customers and the company.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours.
  • Developed innovative incentive programs that motivated staff to achieve top-notch performance levels while maintaining high levels of customer service.
  • Streamlined front end operations by implementing efficient processes and procedures.
  • Analyzed sales data to identify trends and opportunities for growth within the front end operations department.
  • Maintained a clean, organized, and visually appealing shopping environment for customers.
  • Mentored new hires in company policies, procedures, and expectations to facilitate their integration into the team quickly and smoothly.
  • Increased transaction accuracy by implementing thorough cashier training initiatives.
  • Reduced employee turnover through targeted hiring practices and comprehensive training programs.
  • Implemented regular inventory audits to ensure optimal stock levels were maintained at all times.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Raised property accuracy and accountability by creating new automated tracking method.

Education

High School Diploma -

Robert E. Lee
06-1995

Skills

  • Customer service
  • Guest services
  • Problem-solving skills
  • Cash handling
  • Hospitality services
  • Time management
  • Credit and cash payments
  • Guest relations
  • Oral and written communications
  • Hospitality service expertise
  • Guest accommodations
  • Listening skills
  • Administrative skills
  • Reservation systems
  • Front desk management
  • Microsoft office
  • Front office support
  • Housekeeping
  • Administrative support
  • POS systems
  • Clerical duties
  • Room assignments
  • Documentation
  • Registration processing
  • File management
  • Hospitality best practices
  • Registration
  • Sales expertise
  • Reservations
  • Training and mentoring
  • Conflict and issue documentation
  • Conflict management
  • Inventory oversight
  • Tourism knowledge
  • Mail and packages
  • Office management
  • Word processing
  • Effective planning
  • Bookkeeping
  • Payment oversight
  • Supply replenishment
  • Information protection
  • Transaction processing
  • Safety and security procedures
  • Record preparation
  • Team oversight
  • Automated telephone systems
  • Corporate branding
  • Transportation information
  • Team building
  • Property management systems
  • Guest amenities
  • Computer skills
  • Problem-solving

Timeline

Front Desk Agent

Mariott Hotel
11.2023 - Current

Front End Operations Manager

Walmart
03.2018 - 09.2023

High School Diploma -

Robert E. Lee

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Stacey Langram