Zachry Folkmann
Truckee,CA
Summary
Accomplished Guest Service Representative at Marriott, adept at enhancing guest satisfaction through strategic communication and detail-oriented service. Leveraged customer service skills to boost loyalty program engagement by 20%. Excelled in managing front desk operations, ensuring seamless check-in/check-out experiences. Proven ability to analyze guest feedback and implement improvements, fostering positive guest relations and repeat business.
Overview
26
26
years of professional experience
Work History
Guest Service Representative
Marriott
08.1999 - 02.2025
- Managed customer interactions by swiftly addressing inquiries and effectively resolving issues.
- Coordinated front desk activities, maintaining operational efficiency and guest satisfaction during check-in and check-out.
- Oversaw cash handling and meticulously documented daily sales transactions to ensure financial accountability.
- Coordinated with team members to enhance guest experiences by implementing clear and impactful communication strategies.
- Effectively adjusted to dynamic circumstances, ensuring consistent service quality during high-demand periods.
- Analyzed guest feedback to inform and drive service improvement strategies.
- Maintained rigorous cash handling procedures during payment transactions to safeguard financial accuracy and accountability.
- Facilitated effective communication with guests to resolve complaints and enhance overall property image.
- Nurtured connections with returning guests, fostering loyalty and increasing the likelihood of repeat business.
- Implemented organizational standards to uphold cleanliness and create a positive first impression at the front desk.
- Addressed guest inquiries through multiple channels, including telephone, email, and in-person, while maintaining high standards of information accuracy.
- Managed front desk operations to ensure exceptional customer service and enhance overall guest satisfaction.
- Coordinated efforts with various teams to improve guest experience and ensure memorable stays.
- Attended regular training sessions focused on current industry trends, best practices, and technological advancements in hospitality.
- Monitored and updated knowledge of hotel amenities and services to enhance guest experience through informed assistance.
- Executed emergency support tasks in compliance with established safety protocols to mitigate risks and ensure safety.
- Analyzed guest preferences to offer customized recommendations for local attractions, dining venues, and transportation services.
- Analyzed and refined check-in and check-out processes, resulting in smoother guest experiences.
- Streamlined communication with housekeeping and maintenance teams to achieve timely room availability for guests.
- Analyzed guest profiles and tailored upselling approaches during check-in to maximize revenue opportunities without affecting service quality.
- Coordinated reservation adjustments for guests, swiftly resolving issues to enhance overall experience.
- Managed loyalty program initiatives that promoted customer engagement and cultivated a community of satisfied patrons.
Education
High School Diploma -
Truckee Highschool
Truckee CaAssociate of Arts - Hospitality
Santa Rosa Junior College
Santa Rosa, California, CASkills
Customer service
Guest accommodations
Detail-oriented
Guest relations
Timeline
Guest Service Representative
Marriott
08.1999 - 02.2025
High School Diploma -
Truckee Highschool
Associate of Arts - Hospitality
Santa Rosa Junior College