Vitalis Mbaka
Jonsboro,AR
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.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
Fortune Inn and Suites
11.2023 - Current
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- 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.
- Collected room deposits, fees, and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Apartment Concerige
Chorus Building
04.2021 - 03.2023
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Maintained accurate and up-to-date records of guest information.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Assisted with luggage handling, valet services and concierge services.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Managed check-in and check-out procedures for guests.
- Handled customer complaints to satisfy and retain guests.
Skills
- Report Generation
- Credit and cash payments
- Automated telephone systems
- Information Protection
- Room assignments
- Guest Relations
- Safety and security procedures
Languages
English
Native or Bilingual
Timeline
Front Desk Agent
Fortune Inn and Suites
11.2023 - Current
Apartment Concerige
Chorus Building
04.2021 - 03.2023
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