Customer Service Front Desk

Resume

Sayed Khalilullah

**** ****** **** ****** ***** VA

Cell. 703-***-****- Net: ***********@*****.***

Summary

Enthusiastic and Accountable Front Desk Clerk demonstrating a high level of ownership and initiative, with excellent communication skills and Quick and effective at decision making, while maintaining excellent customer service throughout the reception process with a Strong track-record providing superior customer service in a direct to client and positive relationships with guest. A Professional Front Desk Clerk with extensive knowledge of front desk, consistently delivers first-rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty. Proactive individual with 5 years’ effective front desk and customer service experience, Demonstrated superior communication skills in dealing with customers, staff, community service organizations, and the media.

Work Experience:

Working as a Front Desk & Night Audit Agent at crown Plaza McLean, VA 22102.

Greet & welcome with friendly manner as they arrive.

Ask if guests have a prior booking.

Manage the registration process & Register guests and assigns rooms.

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

Handle guest check-ins and check-outs appropriately.

Provide guests with room keys and call for bellboys.

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

Assists in preregistration and blocking of rooms for reservations.

Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.

Knows room locations, types of rooms available, and room rates.

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

Solve guest’s complaints, issues or problem in appropriate way through Listening, understanding the issues, acknowledge the problem and apologies to guest and provide suggestions and solve problem with guest satisfactions.

Records guest comments, complaints, feedback and report to manager.

Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check- ins, special requests, and day use rooms. Possesses a working knowledge of the reservations department.

Process guest check-outs, Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange, Follows procedures for issuing and closing safe deposit boxes used by guests.

Attends department meetings. Reports any unusual occurrences or requests to assistant manager.

Processed guest payments for room charges, food and beverage charges, and phone charges. Balanced all rebates and other miscellaneous charges.

Delivered requested items to guests ' rooms. Referred guests to local restaurants and recommended attractions in the area.

Maintains the cleanliness and neatness of the front desk area.

Managed front desk tasks for a 320- room full-service boutique hotel.

Work Experience

Worked as a Front Desk & Night Audit agent at Hyatt Regency Tysons Corner Jan, 2014 – Aug, 2016.

Welcoming visitors, guests and customers as they arrive and assign rooms to guests of hotels.

Providing information asked for and direct them to the right departments.

Assisting visitors and customers to the right staff member.

Handling telephone calls and direct them to the right recipient.

Posting room charges and taxes to guest accounts.

Processing guest charges voucher and credit card vouchers.

Posting charges to the guest accounts that have not been posted or were incurred on the night audit shift.

Verifying that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.

Prints up and files reservations for the next business day.

Verifies that room rates are correct and posts those rates to guest accounts.

Verifying all PF, PM account and place a point 1W to Diamond members.

Preparing a summary of cash, check, and credit card activities.

Following the End of Day / Hyatt Night Audit Checklist.

Having complete knowledge of emergency procedures.

Balancing the day’s charges, making corrections as necessary.

Performing wake-up calls.

Understand principles of auditing, balancing, and closing out accounts.

Having knowledge of Opera System how to operate, PMS, typewriters, and other front office equipment's.

Responding to guest needs, special requests and complaints and alert the appropriate manager as needed.

Perform check-in and check-out procedures.

Validated parking tickets, room keys, rewards, open new membership account during check - in.

Verified customers' credit, and establish how the customer will pay for the accommodation.

Contacted housekeeping or maintenance staff when guests report problems.

Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.

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

Reviewed accounts and charges with guests during the check-out process.

Arranged tours, taxis, or restaurant reservations for guests.

Assist customers with answers to queries, and proffer solutions to issues within your capacity.

Work Experience:

Worked as a Front Desk Agent Sheraton Hotel Reston, VA 2012 – 2014.

Greet & welcomed visitors, guests and customers as they arrive.

Help check guests in and out.

Register guests and assigns rooms & Accommodates special requests whenever possible.

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

Provide information about services available in the hotel and in the community.

Assists in preregistration and blocking of rooms for reservations.

Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

Verify credit, check- cashing, and cash handling policies and procedures.

Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.

Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.

Answering Phone, mail, delivered package to guest room, and message handling procedures.

Served as public relations representative for the hotel.

Fostered strong working relationships with all hotel departments.

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

Managed front desk tasks for a 350-rooms full-service boutique hotel.

Deal with customer complaints or issues and solve the issues with guest satisfactions.

Work Experience:

Worked as a assisting manager at Panjshir Restaurant 924 W Broad St, Falls Church, VA 22046, 2015-2016

Greetings customers with friendly manner.

Draw up client bookings for tables and ensure that tables are set before clients’ arrival.

Manage the front desk by receiving incoming calls, greeting and attending to customers.

Inform guests about the availability of tables and direct them to the tables.

Assist customers with answers to queries, and proffer solutions to issues within your capacity.

Collaborate with other restaurant staff and the management to ensure that customer complaints are properly attended to in a timely manner.

Ensure that clients make payment for services before they exit the restaurant.

Keep clear records of payments received and make detailed notes of balance payments.

Check restaurant’s emails and respond to them accordingly; draw the attention of management to certain mails when necessary.

Communicate with other staff, such as informing them of clients’ bookings, needs and complaints.

Customer Service Contribution:

Well-versed in greeting visitors, scheduling appointments, and handling administrative and clerical duties.

Positive attitude and disciplined work ethic.

Adept at answering phones, emails, faxing, and filing.

Computer Skill: Proficient in MS Office (Word, Excel, PowerPoint and Outlook).

Bilingual: English and Persian, Hindi, Uzbek, Turkish, Russian, Urdu, Pashto; enjoy working with diverse people and able to do multi-task.

Academic Qualification:

-Jawaharlal Lal Nehru University - 2008 – 2010 - IR MA (Degree)

-Delhi University - 2003 - 2007 - Law Studies BA (Hons-Degree)

-Aibak High School - 2002 - Diploma.

Technical Skills:

MS Office Outlook Word Excel Access Internet

Languages Skills:

English Turkish Persian Uzbek Pashto Hindi Urdu Dari Russian Tajik

Personal Interests

Shopping Traveling Reading Dancing Table Tennis Music

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