Front Desk Office

Chelsea Willis

ac1qtm@r.postjobfree.com - 713-***-****

OBJECTIVE: High-energy guest services representative focused on promoting customer satisfaction through exceptional service and maintaining outstanding accommodations.

EXPERIENCE

Front Desk Agent/Night Auditor

Four Points Sheraton - Houston, TX - December 2016 to Present

• Greet guests and patrons as they arrive

• Manage the registration process

• Ask for identification and ensure that the provided credentials are accurate

• Handle guest check-ins and check-outs appropriately

• Operate hotel switchboard, take calls and provide information and transfer calls

• Manage accurate accounting of all rooms

• Took reservations over the telephone, through emails and in person

• Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directions.

• Tracked room revenue, occupancy percentages, and other front office operating statistics.

• Prepared a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day.

• Posted room charges and room taxes to guest accounts.

Front Desk Agent/Night Auditor

Hilton Garden Inn - Houston, TX - March 2015 to December 2016

• Ensured outstanding customer care at all times. Maintained a friendly, cheerful and courteous demeanor at all times. Courteously and accurately answered inquiries from potential guests and accepted hotel reservations.

Responded to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Used suggestive selling techniques to sell room nights to increase occupancy and revenue.

• Resolved customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Front Desk Agent/Night Auditor

Homewood Suites by Hilton - Houston, TX - November 2013 to February 2015

• Checked guests in and out. Monitored the current status of coupon, discount, and other promotional programs. Tracked room revenues, occupancy percentages, and other front office statistics.

• Prepared a summary of cash, check, and credit card activities. Summarized results of operations for management. Prepared of End of day procedure. Ran end of day process in property management software

(PMS). Understood principles of auditing, balancing, and closing out accounts.

• Acted as hotel Manager on Duty for overnight shift as needed.

Front Desk Agent

Embassy Suites - Houston, TX - October 2012 to October 2013

• Greet and welcome all guests with a smile and professional conversation. Processed up to 100 guest arrivals and departures per day.

• Answer guest questions about hotel amenities and provide information about local businesses or attractions that may be of interest.

EDUCATION

Associate of Applied Science in Hospitality Management

University of Houston - Houston, TX 2013

SKILLS

Operating Systems: Opera (5 years), Fosse (3 years), OnQ (5 years), Lightspeed (2 years), Nitevision (2

years)

Office: MS Office Word, Excel, PowerPoint, and Outlook

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