Xavier Kelley
Arlington,TX
Summary
Self-motivated worker highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Sheraton Arlington Hotel
06.2023 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems such as lightspeed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Front Desk Receptionist
La Quinta
02.2018 - 05.2023
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Responded to inquiries and room requests made online, by phone and via email.
- Explained policies and procedures to visitors.
- Coordinated meetings, scheduling conference rooms and sending calendar invitations to attendees.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Input customer data into reservation systems and updated to reflect room changes.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Managed customer complaints and rectified issues to complete satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Determined needs of visitors and provided information or solutions.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Cashier
Wingstop
07.2017 - 02.2018
- Trained new team members in cash register operation, stock procedures and customer services.
- Used suggestive selling techniques to promote add-on sales.
- Answered customer questions and provided store information.
- Accepted cash and credit card payments, issued receipts and provided change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
Education
Some College (No Degree) - Business
Tarrant County College District
Fort Worth, TXSkills
- Visitor and Customer Relations
- Inventory Management
- Documentation and Reporting
- Microsoft Office
- Multi-Line Phone Systems
- Verbal and Written Communication
- Courteous and Professional
- Greeting and Seating Clients
- Microsoft Office Suite
- Appointment Scheduling
- Customer Service-Oriented
- Multitasking and Prioritization
- Computer Proficiency
- Customer Service
- Customer Complaint Resolution
- Call Answering and Routing
- Attention to Detail
- Administrative Support
- Positive Attitude and Energetic
- Research and Data Analysis
- Reliable and Punctual
- Prioritization and Time Management
- Hospitality Services
- Conflict Management
- Listening Skills
- Team Collaboration
- Issue Handling
- Cash Transactions
Timeline
Front Desk Agent
Sheraton Arlington Hotel
06.2023 - Current
Front Desk Receptionist
La Quinta
02.2018 - 05.2023
Cashier
Wingstop
07.2017 - 02.2018
Some College (No Degree) - Business
Tarrant County College District
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