Customer Service Front Desk

Tiffany E. Ball

**** ****** **** ***.**

Louisville KY 40222

(502) 608 - 5578

abkthk@r.postjobfree.com

Objective:

I've worked in the hospitality industry for over seven years and am

looking to get back into the customer service business. I am a highly

driven individual and excel in high pressure, fast paced environments.

Experience:

2005 - 2009 Marriott Louisville Downtown

Louisville KY

Front Desk Manager:

Managed a staff of 40 plus associates including Front Desk, AYS,

Concierge, and Bell Staff. Handled guest issues and complaints. Mastered

calculating associate hours to meet weekly budget and developed a wage

tracking system. Assisted with the bridging of communication gaps between

departments to maximize guest satisfaction. Oversaw GuestWare, the guest

issue tracker and developed a program for repeat guests. Attended weekly

P&L, Staff, and Post Convention meetings.

Front Desk Supervisor:

Handled guest and associate issues. Maintained associate actives,

training, and development for positive associate moral. Assisted At Your

Service and Front Desk with answering phones, checking guests in and out,

and all day to day duties. Counted out front desk associate banks at the

end of each shift (each bank consisted of $500 +). Kept up communication

between departments including Housekeeping, Valet, Room Service, Banquets,

and Group Housing.

At Your Service Associate:

Answered all incoming and outgoing calls for a 616 room hotel. Took

room service orders. Handled guest issues and requests. Kept track of

guest issues with the program GuestWare. Assisted front desk staff with

check ins and outs when needed.

2003 - 2004 Hyatt Regency Louisville KY

Front Desk Associate:

Assisted with checking guests in and out of hotel. Delivered

requested items to guest rooms. Assisted with valet and bellmen duties

when needed. Answered phones and handled guest issues.

2001 - 2002 The Brown Hotel Louisville KY

Housekeeper:

Cleaned guest rooms. Handled guest requests with turndowns and lost

item requests. Cleaned minimum of 18 rooms a day.

Accomplishments

During my time at the Marriott Louisville Downtown, I attended

several Guest Satisfaction courses including Flight School, Service

Excellence, Budgeting Training, and Leadership Development I and II. The

four years during my employment at MLD we ended every year Platinum in

Profit Share, Bottom Line, and Guest Satisfaction.

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