Customer Service Front Desk
Resume:
Mauricio Tamay-Ciau
Palatine Il 60074
ad23m6@r.postjobfree.com
Qualifications
*Extraordinary amount of experience in customer service in multiple fields.
*Strong problem-solving and judgment skills.
*Effective communication with supervisor and employees to ensure successful completion.
*Bilingual speaker; fluent in both English and Spanish.
*Manage multiple tasks and work well under pressure. Office Skills.
Birchstreet.
Checkbooks.
Microsoft Works, Office Excell.
Typing 50-60 WPM.
Highly knowledgeable of the internet.
Certified in system ONQ, NiteVision 2010
6 Customer Service Seminars
Basset certification.
CPR and First Aid Certification
Front Office Manager Palmer House IL 2022 to Present
• Responsible for the running of the front desk by hiring and training all front desk agents and leading by example.
• Anticipated and handled any guest requests and satisfied their needs within acceptable guidelines.
• Assisted in the development and monitoring of the budget to provide top quality customer service.
• Scheduled the front office staff and supervised workload during shifts.
• Acted as a liaison between the Front Director of Front Office and staff.
• Resolve all guest complaints and concerns in person, phone, or S.A.L.T messages Answered phone inquiries, directed calls, and provided basic information.
• Checked figures, postings, and documents for accuracy.
• Recorded, stored, accessed, and/or analyzed computerized financial information.
• Controlled and secured cash and cash equivalents for property according to cash handling policy and procedures. Conducted monthly analysis of Profit and Loss statements as well as General ledger classifications.
• Handled customer reservations during check in/out process.
• Reconciled and complete all daily front desk agents’ work, run final trial balance to post rooms and close day. Conducted inventory and ordering hotel supplies as well as administrative supplies of the entire hotel.
• Ran accounts receivable reports, provide next day reports for Front Office, Housekeeping, Sales, F&B and Executive Office as required. Monthly forecasting for room occupancy and invoice processing.
• Investigated all service and safety issues reported during the shift to find their cause and give recommendations to avoid repeated issues.
• Wrote and supervised the creation of incident reports.
• Monitored investigations to their timely conclusion.
• Ensured appropriate follow-up with guests and visitors, documenting all contacts. Front Office Manager Hilton Garden Inn Evanston IL 2019-2021
• Responsible for the running of the front desk by hiring and training all front desk agents and leading by example.
• Anticipated and handled any guest requests and satisfied their needs within acceptable guidelines.
• Assisted in the development and monitoring of the budget to provide top quality customer service.
• Scheduled the front office staff and supervised workload during shifts.
• Acted as a liaison between the General Manager and staff.
• Resolve all guest complaints and concerns ( in person, phone, or S.A.L.T messages) Answered phone inquiries, directed calls, and provided basic information.
• Checked figures, postings, and documents for accuracy.
• Recorded, stored, accessed, and/or analyzed computerized financial information.
• Controlled and secured cash and cash equivalents for property according to cash handling policy and procedures. Conducted monthly analysis of Profit and Loss statements as well as General ledger classifications.
• Handled customer reservations during check in/out process.
• Reconciled and complete all daily front desk agents’ work, run final trial balance to post rooms and close day. Conducted inventory and ordering hotel supplies as well as administrative supplies of the entire hotel.
• Ran accounts receivable reports, provide next day reports for Front Office, Housekeeping, Sales, F&B and Executive Office as required. Monthly forecasting for room occupancy and invoice processing.
• Investigated all service and safety issues reported during the shift to find their cause and give recommendations to avoid repeated issues.
• Wrote and supervised the creation of incident reports.
• Monitored investigations to their timely conclusion.
• Ensured appropriate follow-up with guests and visitors, documenting all contacts. Hilton Garden Inn Hoffman Estates IL 2011-2018.
Front Desk Supervisor, Front Desk Agent and Night Auditor.
• Greet and welcome guests upon arrival.
• Register guests on the computer, verifying reservation, address, and payment information.
• Promote the hotel brand's preferred guest program and provide recognition and benefits to all present members. Hiring and recruitment, as well as development and retaining staff, exceeded the guest expectations.
• Accept payment for guests' accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Conducted inventory and ordering hotel supplies as well as administrative supplies of the entire hotel.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested. Bank deposits and cash handling.
• Daily audits, Supervision of front desk, housekeeping and maintenance department
• Hiring and recruitment, as well as development and retaining staff that exceeded the guest expectations. Retrained and coached employees that needed additional support performing their duties.
• Report any complaints or issues during guest stay. Homewood Suites by Hilton Schaumburg IL 2014- November 2016. Front Desk
Register guest upon arrival and check out at departure.
• Verify group events
• Run night audit
• Greet and interact with guest
• Provide a very high level of service by listening to anticipating and providing guest needs
• Promptly handle guest service requests and guest complaints to meet and exceed guest expectations
• Work in cooperation with other departments to ensure a positive guest experience
• Use computer system to make reservations, check-in and check-out hotel guests, process payments
• Perform tasks such as answering phones, maintain a cash drawer, operate office equipment computer, verifying reservation, address, and payment information.
• Promote the hotel brand's preferred guest program and provide recognition and benefits to all present members.
• Accept payment for guests' accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Follow all safety and sanitation policies and procedure. Double Tree by Hilton Schaumburg, 2014-2015.
Front Desk Agent.
• Achieve positive outcomes from Guest queries in a timely and efficient manner.
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required.
• Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments.
• Demonstrate a high level of customer service at all times.
• Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
• Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Follow company brand standards.
• Assist other departments, as necessary.
Hampton Inn, Mt. Prospect IL 2013-2014.
Front Desk Agent.
Checked guests in and out efficiently while providing excellent customer service Anticipated guest needs and delivered them promptly Maintained a positive and welcoming environment for guests Monitor daily status of rooms, rates, discount rates, and packages Handle guest complaints and excelled with customer score rating Handle guest related calls and inquiries Balance cash drawer at the end of the shift. Maintaining updated information on room availability, reservations and guest messages. La Quinta Chicago O’Hare Elk Grove Village IL 2011-2013. Assistant General Manager.
Responsible for all Front Office Associate duties as well as scheduling, inventory, training new staff to hotel standards, resolving customer challenges, and aiding all departments. Conducted meetings with staff and reviewed all information pertinent to the days' business. analyzed computerized financial information. Ensured that any outstanding requests or problems from the previous day received priority and are resolved. Maintained positive guest relations at all times. Completed designated cashier and closing reports in the computer system. Counted bank at beginning and end of shift; secured bank.
American Airlines Monterrey April 2008- February 2011 Ticket agent, selling tickets, process tickets and registrations, made reservations and changes to them, worked gates, coordinating flights, operations, lost and found. Ticket Agent: Prepared accurate travel documents (ticket) either by computer or handwritten, Reissues or Re-routes tickets if necessary accepted payment for ticket transaction and presents ticket enclosed in a envelope with gate number and departure flight time affixed. Affix strap portion of baggage tag to baggage claim portion to ticket envelope and determine that ID tags are attached to all baggage. Charge for excess baggage properly.Ground Operations: Communicated with the tower while the aircraft being towed, operated the radios and communicated with ground Operations. Education:
Harper College IL.
Univeristy of Monterrey.
Conalep – Mx Technical Career.
Administrative Accounting.
High School.
Andres Quintana Roo.
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