Victoria Brown
Chicago,IL
Summary
Experienced Front Desk Agent with background in hospitality and customer service roles. Strong focus on providing stellar service while maintaining efficiency in fast-paced environments. Known for exceptional organizational skills, ability to multitask, and adaptability to varying guest needs. Made significant impact in previous roles through implementation of innovative solutions for improved guest satisfaction.
Overview
5
5
years of professional experience
Work History
Overnight Guest Service Agent
The Royal Sonesta Chicago Downtown
Chicago, Illinois
11.2024 - Current
- Completed daily shift reports to identify and address discrepancies in guest transactions and account balances.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Oversaw daily account reconciliation and auditing processes to maintain accurate financial records.
- Secured accurate financial records and ledgers
- Adhered to all policies related to key control procedures including issuing keys to authorized personnel only.
- Monitored security cameras to enhance safety of staff and guests throughout the property.
Front Desk Agent
The Royal Sonesta Chicago Downtown
Chicago, Illinois
02.2023 - Current
- Greeted guests warmly and provided prompt check-in assistance to enhance guest experience.
- Handled guest inquiries and resolved issues with professionalism, ensuring satisfaction and loyalty.
- Ensured efficient communication by responding to inquiries and taking accurate messages.
- Processed payments accurately and efficiently.
- Scheduled group and special event reservations, coordinating details to meet guest needs.
- Generated daily reports detailing occupancy levels, revenue amounts.
Front Desk Agent
Embassy Suites By Hilton
Chicago, Illinois
01.2021 - 02.2022
- Greeted guests warmly and ensured efficient check-in process for a positive first impression.
- Handled guest inquiries and resolved issues swiftly to enhance guest satisfaction.
- Maintained a clean and organized front desk area for optimal guest experience.
- Prioritized and processed calls and messages based on urgency, ensuring timely and effective communication.
- Processed payments accurately and efficiently.
- Provided information about hotel amenities, services, and local attractions.
Education
Bachelor of Arts - Hospitality Management
National Louis University
Chicago, IL06-2023
Associate of Arts - Radiography
Malcolm X College
Chicago, ILSkills
- Cash handling
- Opera Cloud
- Proficiency with computer systems
- Microsoft office
- Analytical thinking
- Problem solving
- Task prioritization
- Fluent in English
- Verbal communication
Timeline
Overnight Guest Service Agent
The Royal Sonesta Chicago Downtown
11.2024 - Current
Front Desk Agent
The Royal Sonesta Chicago Downtown
02.2023 - Current
Front Desk Agent
Embassy Suites By Hilton
01.2021 - 02.2022
Bachelor of Arts - Hospitality Management
National Louis University
Associate of Arts - Radiography
Malcolm X College