Customer Service Front Desk

DE’ANNA HEDGESPETH

P.O. BOX **** Bloomfield, NJ *7003 973-***-**** *******@*******.***

An Experienced and Skilled Supervisor with expertise in

the Hotel / Hospitality Industry

EDUCATION:

Bergen Community College, Paramus, NJ

Associate’s Degree: Hotel Management / Hospitality / Tourism

May 2015

WORK EXPERIENCE:

LaQuinta Inn & Suites, Clifton, NJ May 2013-Present

Front Desk Supervisor:

Responsible for supervising the operations of the hotel’s front desk staff, including training new staff; and ensuring staff is trained in financial control procedures for cash, credit, third party revenue and vouchers, also make sure that these procedures are followed regularly;

Plan work schedules for individuals and teams;

Assist with recruiting staff;

Complete shift reports and process all financial transactions, including the verification and processing of transactions in accordance with company policies and procedure for guest check-in/check-out;

Process cash transactions for daily revenue deposits and Night Audit review;

Respond to and resolve guest complaints and concerns, as well as Medallia Surveys;

Contribute to balance of Accounts Receivable accounts (decrease of bad debt which resulted in an increase of the company’s bottom line);

Coordinate meeting room contracts and ensure groups and conferences run accordingly

Forecast occupancy changes based on market conditions

Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, rooming lists, office supply inventory

Serve as Manager-on-Duty in the absence of the General and Assistant General Managers

Front Desk Clerk:

Greet guests at front desk and other public areas; Process guest registrations, and collection of payment; Assist team members with various assignments including hotel breakfast program; Respond to guest inquiries regarding hotel services, reservations, transportation, attractions, and directions; Follow up with guests regarding satisfaction of stay, needs, and special requests as necessary; Maintain knowledge of the hotel’s features and services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities; Answer telephones as needed; Maintain cleanliness of lobby area as needed.

CVS Stores, Montclair, NJ April 2012 – May 2013

Sales Clerk and Cashier:

Greet each customer using CVS’s customer service policy of “eyes, hi’s and help” as a guideline; Assist customers with questions, problems and/or complaints at all times; Maintain customer satisfaction by handling each customer with CVS’s customer service policy: “Ensuring each customer has a positive shopping experience, remembering that the customer is the top priority, while maintaining customer confidentiality; Operating a cash register which included: Cash transactions, checks, charges, money orders and western union; Process returns; Price merchandise utilizing price guns; Organize and assist with store cleanliness: Clean and maintain stock, inventory/shelves; set displays and/or signs

STRENGTHS AND SKILLS:

Professional; Great personnel motivator; Hard worker; Positive attitude; Excellent interpersonal skills; Energetic; Ability to work in a fast paced environment; Team player;

Proficient in Nite Vision, Microsoft Office, PowerPoint; Outlook; Office equipment (fax, copier, etc.).

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