Customer Service Representative

Claude FilsGeorge

****.***@*****.*** / 786-***-**** /

*** ********* ***** ******, *****, Florida

Summary

Energetic Customer Service Representative with 35+ years of experience resolving complex customer inquiries.

Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

Seeking a position with your company where my professional experience will allow me to make an immediate

contribution as an integral part of a progressive company.

Experience

Area Reservation Specialist

SLS Miami Beach Hotel • Miami Beach, Florida

04/2016 - 03/2022

Processes reservations from the sales office, other hotel departments, and travel agents.

Processes reservations by mail, telephone, telex, cable, fax, or central reservation systems referral.

Determines room rates based on the selling tactics of the hotel.

Processes cancellations and modifications and promptly relays this information to the front desk.

Processes advance deposits on reservations.

Responsible for inputting reservation hotels- The SLS Miami beach, The Raleigh south beach, The Redbury south

beach, The Town House, and The SLS Brickell.

Star Service Coordinator

Loews Miami Beach Hotel • Miami Beach, Florida

05/2014 - 04/2016

Assist guests with complaints and reservation inquiries, deliver amenities and monitor email, and process request

Dispatch, communicate, and work closely with all other departments in the hotel to ensure requests and concerns

are handled in a timely fashion and to corporate standard

Verify and process credit card authorization, and investigate account disputes and discrepancies.

Responsible to ensure administrative support efficiently and professionally, including word-processing,

answering the telephones, filing, maintaining notice boards, and collecting/distributing mail.

Front Office Supervisor

Loews Miami Beach Hotel • Miami Beach, Florida

07/2013 - 05/2014

Manage and resolve all guest complaints (and compliments) in a professional and courteous manner.

Respond to all guest’s needs and requests in a positive and timely manner.

Responsible verify banks and deposits each shift and following all cash handling and credit policies.

Keep records of room availability and guests’ accounts.

Check-in/check-out hotel guests courteously and efficiently: process all payments according to the hotel

requirements.

Provide information and assistance to guests and visitors

Night Manager/Cashier

Viceroy Miami Hotel • Miami Beach, Florida

07/2012 - 07/2013

Analyze daily arrivals figures coordinate room assignments, and blocking.

Worked closely with the department heads & General Manager on the day

Audit, balance, post, and report on the Front Desk, Food & Beverage to include but not limited to;

Phone Calls, zero balance folios, corrections, adjustments, taxes, disputed charges, over/short figures, deposits,

ensure accuracy, & etc.

Complete Front Desk communication log daily.

Oversee and managed valet operations of the hotel.

Guest Services Coordinator

Fontainebleau Hotel • Miami Beach, Florida

11/2010 - 07/2012

Responsible for checking in/ checking out guests handling guests' concerns, confirming future guest

.reservations, and making changes, cancellations, and basic accounting for guests' folios.

Provide guests fast & friendly and efficient service offering luxury service.

Greet, register, and assign rooms to guests, including issuing room keys, ensuring that all guests sign a guest

registration card, and providing credit cards or other methods of payment.

Prepare outgoing mail by drafting correspondence, securing parcels, etc.

Night Manager

Gansevoort Hotel • New York, New York

12/2006 - 11/2008

Performed a nightly shift meeting with the overnight staff and passed on information prior to early shifts

Performed night audits procedure, credit card batch sent to the bank, registration forms, and correct in house

guests rate before the end of day

Follow up and follow through with any resolved and unresolved issues prior to the overnight shift and morning

shift

Participated in Manager on Duty monthly rotation and walk-through.

Provide a detailed Manager on Duty report to the General Manager on events.

Assist club manager with rooftop lounge closed out an audit with the staff members.

Skills

Customer service, Customer service, Computer literacy, Communication skills, Time management, Documentation

review, Microsoft excel, Bilingual, Microsoft word, English, Leadership

Education

Hospitality Management Certificate

New York Instiute of Technology • New York City, New York

06/1992

Hospitality Management Certificate

Empire Technical School • New York City, New York

04/1995

High School Diploma

Eisenhower High School • Rialto, California

06/1986

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