Summary
Overview
Work History
Education
Skills
Timeline
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Taylor Csere

Montrose,CO

Summary

Driven by a results-focused approach, I excelled at Quality Inn & Suites, enhancing guest satisfaction through expert communication and efficient check-in procedures. My leadership as Assistant General Manager led to streamlined operations and improved team performance, leveraging my strong computer skills and guest relations acumen to drive positive outcomes.

Overview

9
9
years of professional experience

Work History

Guest Service Agent

Surestay Plus
05.2024 - Current
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Streamlined check-in processes for increased efficiency and reduced wait times.

Front Desk Associate

Quality Inn & Suites
11.2019 - 05.2024
  • Handled high-pressure situations calmly, maintaining professionalism at all times.
  • Organized front desk area to maintain a professional and welcoming appearance for guests.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest issues effectively, ensuring a positive customer experience.
  • Developed strong rapport with returning guests through attentive service and personalized interactions.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Performed basic daily bookkeeping tasks.
  • Collected room deposits, fees, and payments.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Contributed to revenue growth by upselling rooms or promoting additional services when appropriate.
  • Maintained up-to-date knowledge of hotel promotions, amenities, and services to better assist guests.
  • Acted as an ambassador for the hotel brand by providing exceptional service and creating memorable experiences for guests.
  • Participated in regular meetings with hotel management to discuss performance metrics, operational improvements, and guest feedback trends.

Assistant General Manager

Quality Inn
09.2015 - 03.2024
  • Handled cash accurately and prepared deposits.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolved problems promptly to elevate customer approval.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
  • Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
  • Implemented staff training programs that improved service quality and increased customer loyalty.
  • Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
  • Negotiated contracts with vendors to acquire competitive prices and quality products.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.

Education

Psychology And Addictions

Purdue University
West Lafayette, IN

Skills

  • Guest communication
  • Listening Skills
  • Writing and verbal communication
  • Check-in and Check-out Procedures
  • Guest Services
  • Patience and composure
  • Team player mentality
  • Cleaning and sanitizing
  • Guest Relations
  • Key card programming
  • Customer Service
  • Computer Skills
  • Payment Processing
  • Guest accommodations
  • Knowledge of local area
  • Food and Beverage Area Setup
  • Dining Recommendations

Timeline

Guest Service Agent

Surestay Plus
05.2024 - Current

Front Desk Associate

Quality Inn & Suites
11.2019 - 05.2024

Assistant General Manager

Quality Inn
09.2015 - 03.2024

Psychology And Addictions

Purdue University

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Taylor Csere