Customer Service Front Desk

Education

James M. Bennett High School, Salisbury, MD

College of Charleston, Charleston, SC: B.S. Hospitality and Tourism Management; Minor in Spanish

Work Experience

The Battery Carriage House Inn

Charleston, SC

Dates Employed: 11/2012- Present

Title: Front Desk Concierge

Responsibilities:

-Checking guests in and out using computer and hard copy systems

-Making and processing reservations by phone and online

-Keeping records of all reservations, payments, guests, available rooms, etc.

- Active Manager on Duty; I work alone without the supervision and guidance of a manager or supervisor

- Providing knowledge of the Charleston area and concierge services to all guests, which include but are not limited to making dinner reservations, tour reservations and providing suggestions for activities and attractions

-Pre-arrival calls

-Giving brief tours and history of the inn

- Supervising housekeepers and daily housekeeping duties

-Assisting in housekeeping duties

- Providing excellent customer service, and providing a pleasant experience for all guests staying at the BCHI

- Overseeing the smooth operation and well-being of the inn

The Spectator Hotel

Charleston, SC

Dates Employed: 5/2015- Present

Title: Mobile Concierge/ Butler

- Providing an orientation of the hotel and escorting hotel guests to rooms

- Assisting the guests with luggage and personal belongings

- Completing all guest requests accurately and in compliance with AAA Four Diamond standards

- Providing any pressing, shoe shining, and clothing mending

- Learning the names and personally recognize guests

- Attention to detail in all aspects of guest experience, from making the reservation to check out

- Providing excellent customer service, and providing a pleasant experience for all guests

- Communicating throughout the day with all departments on the daily goings on of the hotel

- Providing knowledge of the Charleston area and concierge services to all guests, which include but are not limited to making dinner reservations, tour reservations and providing suggestions for activities and attractions

- Supplying guests with directions or arranging transportation for guests and visitors, and record advance transportation request as needed

- Developing and maintaining positive working relationships with co-workers

- Following all company policies and procedures

Holiday Inn- Historic Charleston Downtown

Charleston, SC

Dates Employed: 2/2015- 8/2015

Title: Front Desk Agent

-Checking guests in and out using computer and hard copy systems

- Acknowledging and processing all IHG Rewards members’ reservations in compliance with IHG standards

-Making and processing reservations by phone and online

-Keeping records of all reservations, payments, guests, available rooms, etc.

- Completing all guest requests accurately and in compliance with IHG standards

- Attention to detail in all aspects of guest experience, from making the reservation to check out

- Providing excellent customer service, and providing a pleasant experience for all guests

- Communicating throughout the day with all departments especially housekeeping on the daily goings on of the hotel

-Pre-arrival calls

- Overseeing the smooth operation and well-being of the hotel

South Carolina Aquarium

Charleston, SC

Dates Employed: 5/2011- 6/2013

Title: Guest Services Associate

Responsibilities:

-Scanning tickets and welcoming guests into the aquarium

-Operating and maintaining the 4D Theater

-Providing excellent customer service to guests, tending to any concerns or questions guests may about the aquarium or have while at the aquarium including lodging, dining, and recreation recommendations

Skills

Computer skills in Microsoft Office, Internet, RezStream PMS, Web-Res Pro, and OPERA PMS

Concierge skills acquired through various hotel experience

Customer service skills; In working as a Front Desk Concierge at various hotels, including the #1 City Hotel in the US, I have acquired customer service skills from interacting with customers and patrons every day, tending to any needs or concerns that they might have, in a busy environment that can constantly change unexpectedly.

Experience in Hospitality and Tourism industry (front desk/concierge)

Intermediate/Advanced level Spanish language skills

Able to work well in a team or group environment or independently

Polite and charismatic personal skills

Excellent communication skills, both workplace formal and informal

Some public speaking skills

Able to multi-task, work without supervision, make decisions on the fly, and learn quickly in various areas

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