Stephanie Pedersen
Virginia Beach,VA
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
21
21
years of professional experience
Work History
Substitute Teacher, K-12
VBCPS
09.2020 - Current
- Assigned, explained and graded homework.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Worked with principal's office on disciplinary and safety issues.
- Administered and graded tests and quizzes and reported performance to primary teacher.
- Leveraged classroom discussion strategies to engage students, promote topics and boost learning opportunities.
- Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
Front Desk Agent
The Breakers Resort Inn
06.2014 - 10.2022
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
Restaurant Team Member
The Breakers Resort Inn/ The Boardwalk Cafe
06.2014 - 09.2022
- Greeted guests pleasantly and answered menu questions.
- Operated register to process payments and collect cash payment for order totals.
- Arrived to work in uniform and presentable in appearance to meet restaurant standards.
- Trained new employees by demonstrating tasks and coaching during daily activities.
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Assisted with in-store operations by disassembling delivery boxes, cleaning floors and dishwashing.
- Used cash registers and calculators to prepare bills, accept payments and make change.
Concierge Agent
Gold Key | PHR
03.2012 - 01.2014
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Arranged for transportation to and from airport, train station and events for visitors.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
Education
No Degree -
Tidewater Community College
Norfolk, VA06.2024
High School Diploma -
Ocean Lakes High School
Virginia Beach, VA06.1999
Skills
- Staff Collaboration
- Understanding of Content
- Special Projects
- Substitute Teacher Coordination
- Lesson Plan Implementation
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Room Key Issuance
- Restaurant Reservations
- Common Area Maintenance
- Online Bookings Management
Timeline
Substitute Teacher, K-12
VBCPS
09.2020 - Current
Front Desk Agent
The Breakers Resort Inn
06.2014 - 10.2022
Restaurant Team Member
The Breakers Resort Inn/ The Boardwalk Cafe
06.2014 - 09.2022
Concierge Agent
Gold Key | PHR
03.2012 - 01.2014
No Degree -
Tidewater Community College
High School Diploma -
Ocean Lakes High School
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