Athena Bentley

**** * ********* ** *** **Cincinnati, Ohio 45239

ad2r11@r.postjobfree.com

HOSPITALITY CUSTOMER SERVICE RELATIONSHIP ENGAGEMENT

•Offer natural ability to put people at ease, listen carefully to their needs and bring positivity into each conversation and interaction – Committed to creating customer excellence and delight with dependability, confidentiality and accuracy.

•A track record of over 36 years handling hospitality for senior executives in a variety of roles including Guest Accommodations Manager and Event Planner – Skilled in leading salaried teams of employees to provide training as well as manage complex work schedules – Recognized for superior organizational performance improvements.

•Bring superior skills in resourceful problem-solving and ability to set goals – Highly self-motivated to quickly identify priorities, plan processes and lead by example.

•Proficient in Microsoft Word Products and enjoy using technology to streamline business processes.

EXPERIENCE AND RESULTS

Hyatt Place Hotel - Cincinnati, OH 2016- Present

Guest Services Agent

•Greet and register guest's hotel using Point of Sale (POS) Terminal, memorizing faces and names to ensure personalized service throughout guest stays.

•Maintain a 95% customer satisfaction rating, in categories such as friendliness, efficiency, and knowledgeability.

•Take and confirm reservations over phone, email and in person, ensuring no reservation overlaps hotel overlooking.

•Create reports to ensure accurate accounting of all transactions balancing daily $2000-$5000.

University of Cincinnati Hospital – Cincinnati, OH 1978 - 2015

Holmes on Eden Hotel Executive Manager (1998- 2015)

•Led a salaried team of seven employees to welcome Patients, families and Physicians from abroad.

•Managed daily operations of the hotel including all administrative duties, arranged room assignments and reservations, stock control, cash and credit card deposits, promotions and marketing, coordinated food service.

•Prepared work schedules, employee evaluations, hiring, training, provided 24-hour coverage on-call.

•Reported monthly occupancy and taxes to director and Accounting regarding operations via hotel software.

Manager of Hospital Patient Transportation/Dispatch (1985-1998)

•Managed a team of 150 hospital patient transporters through daily patient operations, safety requirements, payroll and discipline.

•Maintained scheduled coverage of everyday assignments for the patient transporters through radio communications to respond to all requests from Hospital nursing staff and doctors and other departments.

•Presented to executive team on a quarterly basis for the metric outputs of the transportation department.

•Led daily operation meetings for the transportation team, delivering daily expectations.

Telecommunications Specialist (1978 - 1985)

•Maintained data files by entering patient information into computer system, updating information and capturing schedules for monthly rotating physicians, monitored fire systems, handled all emergencies, disasters and drills, accepted all in-coming calls into the organization.

•Facilitated continuous communication channels with leadership and supervised team on daily operations.

•Assisted patients with directing them to correct departments, and also scheduling rotation schedules with the physicians.

EDUCATION

High School Diploma, Withrow High School, Cincinnati, Ohio

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