Toya Young
South Bend,IN
Summary
Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Friendly and decisive approach to resolving challenges. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Looking for a career in management that will enhance my talents and offer room for advancement.
Overview
5
5
years of professional experience
Work History
Front Desk Clerk
Hampton Inn By Hilton
11.2023 - Current
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
Front Desk Receptionist/Bistro Attendant
Courtyard By Marriott
08.2021 - 09.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Bistro Attendant
Courtyard By Marriott
08.2021 - 08.2021
- Trained new bistro attendants on company policies, procedures, and best practices for exceptional service.
- Resolved customer complaints professionally, maintaining a positive reputation for the establishment.
- Collaborated with kitchen staff to ensure accurate order preparation and prompt delivery to guests.
- Adhered to strict health department guidelines for food handling and sanitation procedures in all work areas.
- Responsibilities:
- Provide excellent customer service to all guests
- Assist with food preparation and handling
- Serve food and beverages to guests in a timely and professional manner
- Set up and clean banquet and dining areas before and after events
- Maintain cleanliness and organization of work areas
- Follow all food safety and sanitation guidelines
- Handle cash transactions accurately and efficiently
Eligibility Specialist
Division Of Family Resources (DFR)
07.2019 - 01.2021
- Review all eligibility recommendations and information provided by contract staff.
- Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines.
- Examine data matches to find inconsistent and unreported data.
- Approve claims referred and calculated by the Contractor.
- Conduct full eligibility interviews for SNAP, TANF and Medicaid applicants.
- Keep current on all changes in rules, regulations, and guidelines regarding the individual benefit programs.
Education
Certification - Cosmetology
Vogue College of Cosmetology -
Mishawaka, IN04.2023
High School Diploma -
South Shore High School
Chicago, IL08.2006
Skills
- Time Management
- Hospitality services
- Administrative Skills
- Problem-solving skills
- Microsoft Office
- Payment Processing
- Hospitality Management
- Guest Relations
- Word Processing
- Reservation Management
- Conflict Management
- Guest Reception
- Guest Services
- Front Office Support
- Reservations
- Oral and written communications
- Safety and security procedures
- Guest accommodations
- Room assignments
- Front Desk Management
- File Management
- Attractions and amenities knowledgeable
Timeline
Front Desk Clerk
Hampton Inn By Hilton
11.2023 - Current
Front Desk Receptionist/Bistro Attendant
Courtyard By Marriott
08.2021 - 09.2021
Bistro Attendant
Courtyard By Marriott
08.2021 - 08.2021
Eligibility Specialist
Division Of Family Resources (DFR)
07.2019 - 01.2021
Certification - Cosmetology
Vogue College of Cosmetology -
High School Diploma -
South Shore High School
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