Terrica Nelson
Huntsville
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.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
Work History
Front Desk Agent
SureStay by Best Western
04.2025 - Current
- 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.
- 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.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Operated commercial laundry machines ensuring optimal performance and efficiency.
- Maintained cleanliness and organization of laundry areas to uphold safety standards.
- Inspected garments for stains, damage, and proper care labels prior to processing.
- Resolved customer inquiries regarding laundry services promptly and professionally.
Front Desk Agent
Holiday Inn Express Hotel Suites
11.2024 - Current
- Greeted and assisted guests with check-in and check-out processes, ensuring smooth arrivals and departures.
- Managed reservations using hotel management software, optimizing room availability and guest satisfaction.
- Responded to guest inquiries promptly, providing information on amenities and local attractions to enhance customer experience.
- Coordinated housekeeping requests, ensuring timely room readiness for incoming guests and high cleanliness standards.
- Processed payments efficiently, handling cash and credit transactions while maintaining accurate financial records.
- Collaborated with team members to resolve guest issues, fostering a positive environment through effective communication.
- Collected room deposits, fees, and payments.
- 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.
- Increased customer loyalty with exceptional communication skills and personalized service.
Culinary Professional
Longhorns Steakhouse
10.2018 - 11.2021
- Prepared and cooked high-quality dishes following standardized recipes and presentation guidelines.
- Ensured food safety and sanitation standards were consistently maintained in kitchen operations.
- Collaborated with team members to optimize workflow during peak service hours, enhancing efficiency.
- Trained new kitchen staff on cooking techniques, safety protocols, and equipment usage.
- Assisted in inventory management by tracking supplies and minimizing waste effectively.
- Monitored food preparation processes to ensure adherence to quality standards and consistency across dishes.
- Managed efficient kitchen operations during peak service hours, maintaining smooth workflow under pressure while delivering exceptional results.
- Collaborated with kitchen staff to maintain efficient workflows, reducing food preparation time and waste.
- Elevated guest experience by consistently providing high-quality dishes that met or exceeded expectations.
- Trained new hires on kitchen procedures and protocols, contributing to a cohesive team environment focused on excellence in service delivery.
- Delivered exceptional customer service, ensuring guest satisfaction and repeat business.
- Managed food and beverage orders efficiently in fast-paced environments.
- Trained new servers on menu knowledge and service protocols.
- Maintained cleanliness and organization of dining areas to enhance guest experience.
Front Desk Agent
Laquinta Inn & Suites
03.2011 - 09.2013
- Monitored lobby area for cleanliness and organization, creating welcoming atmosphere for guests upon arrival.
- Assisted in training new front desk staff on protocols and customer service best practices to ensure consistency in operations.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- 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.
Education
No Degree - Business
Delgado Community College
New Orleans, LA08-2012
High School Diploma -
L.W. Higgins High School
Marrero, LA05-1998
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening skills
- Administrative skills
- Reservation systems
- Microsoft office
- POS systems
Timeline
Front Desk Agent
SureStay by Best Western
04.2025 - Current
Front Desk Agent
Holiday Inn Express Hotel Suites
11.2024 - Current
Culinary Professional
Longhorns Steakhouse
10.2018 - 11.2021
Front Desk Agent
Laquinta Inn & Suites
03.2011 - 09.2013
No Degree - Business
Delgado Community College
High School Diploma -
L.W. Higgins High School