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Customer Service Front Desk

Round Rock, Texas, United States
December 29, 2017

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**** ******** ***** **** ***** Rock, TX 78681

Cell: 573-***-****


I possess excellent customer service skills. I have a personality that allows me to make those around me feel good. I am a fast thinker and multi-tasking is a favorite of mine. I am a dedicated team builder and enjoy making others happy. H IGHLTIGHTS

Earned “Employee of the Month” at Hampton Inn & Suites in March, 2015. Served second in command as AGM for Hampton Inn

& Suites by Hilton for over a year. Created and implemented employee meal breaks and attendance policies. EXPERIENCE


Austin, TX

Front Office Supervisor 01/2016-Present

● Ensure all our guests have the best experience.

● Counseling, mentoring, and training new Front Desk Agents

● Fostering a strong working relationships with all hotel departments.

● Ordering for the market, breakfast, and uniforms for desk team.

● Loyalty Champion for IHG Rewards on property.

● Investigate and respond to all chargebacks in a timely manner.

● Attend weekly BEO meetings to know what Sales is up yo.

● Stay knowledgeable and enforce that all of IHG standards are being met and maintained.

● Create and implement new policies and procedures and give proper training to the front desk agents

● Creating and implementing new action plans and reviewing them monthly with an IHG representative.

● Answering PBX

● Taking and adjusting present and future reservations.

● Replying to surveys received.

● Creating new employee recognition best practices. HAMPTON I NN & SUITES by HILTON

Schertz, TX

Assistant General Manager 07/2015- 12/09/2016

● Ensure all our guests have the best experience.

● Enforce Hilton standards and its guest 100% Satisfaction Guarantee.

● Counseling, mentoring, and training new Front Desk Agents scheduling,

● Created and maintained a strong working relationships with all hotel departments

● Assist the General Manager in the day to day operations of the hotel.

● Solve guest issues on and off property through guest assistance.

● Forecasting future arrivals based on past occupancy.

● Obtaining budget goals given monthly for expenses and labor costs.

● Maintaining a higher ADR than prior YTD.

● Implementing obtainable goals for staff to achieve and rewarding them for said goals.

● Submitting payroll for the property. Also, editing employees missed punches in M3 Righttime.

● Making bank deposits weekly.

● Entering all invoices into M3 accounting program.

● Posting A/R and reconciling A/R accounts

● Best of all letting my Hamptonality SHINE daily

● Ordering and maintaining budget in Housekeeping department. Ordering food and beverage HAMPTON INN & SUITES by HILTON

Schertz, TX

Front Desk Agent 09/2014 to 07/2015

● Processed guest payments for room charges, food and beverage charges and phone charges.

● Greeted and registered g uests and issued room keys.

● Answered department telephone calls within 3 rings, using correct brand verbiage and t elephone etiquette.

● Monitored room availability using OnQ system.

● Processed credit card transactions during the checkout process.

● Referred guests to local restaurants and recommended attractions in the area.

● Greeted all guests in a courteous and professional manner.

● Fostered strong working relationships with all hotel departments.

● Assisted guests with a ny special requests during their visits.

● Contacted housekeeping or maintenance staff when guests reported problems.

● Recorded guest comments or complaints, referring customers to managers as necessary. CORNER STORE

Schertz, TX

Lead Customer Service Representative 07/2013 to 09/2014

● Maintained visually appealing and effective displays for the entire store.

● Educated customers on product and service offerings.

● Offered exceptional customer service to differentiate and promote the company brand.

● Collaborated with c ustomer service team members to give exceptional service throughout the entire shopping and purchasing experience.

● Completed floor replenishment to guarantee size availability and promote customer satisfaction.

● Communicated merchandise needs and issues to appropriate supervisors in a timely fashion.

● Balanced the needs of multiple customers simultaneously in a fast-paced retail environment

● Built and maintained effective relationships with peers and upper management.

● Processed shipments and maintained organized stock shelves.

● Processed all sales transactions accurately and in a timely fashion.

● Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers.

● Marked clearance products with updated price tags.

● Trained employees on cash drawer operation.


Ft. Leonard Wood, MO

Administrative Assistant 04/2006 to 03/2009

● Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.

● Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

● Designed electronic file systems and maintained electronic and paper files.

● Maintained the front desk and r eception area in a neat and organized fashion.

● Served as central point of contact for all outside vendors needing to gain a ccess to the building.

● Planned meetings and prepared conference rooms.

● Wrote reports and correspondence from d ictation and handwritten notes.

● Dispersed incoming mail to correct recipients throughout the office.

● Supplied key cards a nd building access to employees and visitors. Made copies, sent faxes and handled all incoming and outgoing c orrespondence.

● Facilitated working relationships with co-tenants and building management.

● Created PowerPoint presentations used for business development.

● Organized files, developed spreadsheets, and faxed reports.

● Properly routed agreements, contracts, and invoices through the signature process.

● Received and distributed f axes and mail in a timely manner.

● Received and screened a high volume of internal and external communications, including email and mail.

● Maintained and reserved the executive conference room calendar.

● Managed daily office o perations and maintenance of equipment.

● Managed incoming and outgoing calls for busy office.

● Calculated, prepared, a nd issued bills, invoices, and account statements per established procedures. COURTYARD BY MARRIOTT

Junction City, KS

FOM (Front Office Manager) 03/2004 to 03/2006

● Brand new property was there from the ground up.

● Developed, implemented, and monitored programs to maximize customer satisfaction.

● Resolved guest questions, issues and complaints.

● Effectively managed departmental expenses to stay there within allocated budget.

● Greeted and registered guests and issued room keys. Processed guest payments for room c harges, food and beverage charges, and phone charges.

● Answered department telephone calls within 3 rings, using correct brand verbiage and telephone etiquette.

● Monitored room availability using FOSSE/MARSHA.

● Delivered r equested items to guests' rooms. Processed credit card transactions during the checkout process. Referred guests to local

restaurants and recommended attractions in the area.

● Supervised 6 front desk staff. Monitored the appearance and p erformance of the front desk staff.

● Fostered strong working relationships with all hotel departments.

● Directed the daily a ctivities of the 6-member Front Desk team. Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.

**More job experience given upon request. **



Boone High School, Boone, IA, USA

Graduation Year 1995

Student government President. Varsity letters in Cheerleading, Softball, and Track. GENERAL


CERTIFICATE: SUPERVISORY TRAINING John Q Hammons, West DesHotel Management coursework Over 100 hours of training on Hilton’s OnQ program. H OBBIES

Volunteering for the Family Readiness Groups for the past 18 years. I was even Post recognized for all my accomplishments on Fort Leonard Wood, MO. I love helping not only the public with my profession but also all of my Army family in my personal life. I also enjoy making my team members little homemade thanks for doing a great job items monthly. I even implemented a Manager of the Month program to go along with our Team Member of the Month program at my previous property.


Jon Beard

GM for Hampton Inn

Ph: 607-***-****

Norma Ramon

District Area Sales Manager

Elizabeth Wells

GM for Fairfield Inn & Suites by Marriott

Ph: 210-***-****

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