Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Syrena Martin

Roanoke,VA

Summary

Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers. Respectful Front Desk Agent with extensive background in hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems. Goal-driven Receptionist with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential documentation. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

4
4
years of professional experience

Work History

Front Desk Agent

Tru By Hilton
Roanoke, VA
08.2023 - Current
  • Kept records of room availability and guest accounts, manually or using computers.
  • Offered dining information and helped guests organize local activities to enhance stay.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Provided information about hotel amenities, services, and local attractions.
  • Facilitated successful front desk operations for high-volume hotel.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Supervised daily operations of hotel front desk in absence of manager.
  • Maintained cleanliness of lobby area at all times.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Provided excellent customer service while upholding company policies.
  • Responded to inquiries and room requests made online, by phone and via email.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Leveraged software to confirm reservations and address guest needs.
  • Kept accurate records of guest transactions.
  • Showed off dining areas, pool, spa and fitness center to prospective and current guests.
  • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.

Assistant General Manager

Wendys of Wester Virginia
Daleville, VA
10.2019 - 04.2022
  • Implemented safety protocols to protect both customers and employees from potential hazards.
  • Monitored inventory levels and placed orders for new stock as needed.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Supported annual profit goals by streamlining processes and improving staff knowledge of optimal procedures.
  • Analyzed financial data and prepared reports for senior management.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Managed daily operations of the store, including scheduling and supervising staff.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Enhanced team engagement and performance with daily updates and informational meetings.
  • Formed and sustained strategic relationships with clients.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Maintained accurate records of employee attendance, payroll information, sales figures.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Motivated and led team members to work together to achieve targets.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Prepared weekly schedules for staff members based on their availability.
  • Created promotional campaigns to increase store traffic and generate revenue.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
  • Evaluated current processes within the store environment to identify areas of improvement.
  • Performed administrative tasks such as filing paperwork, preparing documents.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Managed and mentored staff to carry out operational directives with high productivity and accuracy.

Education

Some College (No Degree) - Business And Managerial Economics

Dabney S Lancaster Community College
Clifton Forge, VA

Skills

  • Transportation Information
  • Information Protection
  • Guest Relations
  • Guest Amenities
  • Front Office Support
  • Safety and Security Procedures
  • Credit and Cash Payments
  • Room Assignments
  • Word Processing
  • Bookkeeping
  • Microsoft Office
  • Cash Handling
  • Administrative Skills
  • Conflict Management
  • Corporate Branding
  • Oral and Written Communications
  • Office Management
  • Hospitality Services
  • Training and Mentoring
  • Customer Service
  • Reservations
  • Inventory Oversight
  • Effective Planning
  • File Management
  • Documentation
  • Reporting Capabilities
  • Listening Skills
  • POS Systems
  • Administrative Support
  • Problem-Solving Skills
  • Time Management
  • Front Desk Management
  • Sales Expertise
  • Mail and Packages

References

References available upon request.

Timeline

Front Desk Agent

Tru By Hilton
08.2023 - Current

Assistant General Manager

Wendys of Wester Virginia
10.2019 - 04.2022

Some College (No Degree) - Business And Managerial Economics

Dabney S Lancaster Community College
Syrena Martin