Customer Service Administrative Assistant

Danielle Alicia Urbani

**** ********* ****, *******, ** 23435

757-***-**** ***********@*******.***

Objective

Dynamic and experienced administrative assistant with 15 years of hands- on experience in the hospitality field seeking a position in a hotel where I can leverage my exceptional communication, clerical and interpersonal skills to ensure optimal guest service. Possesses excellent customer service and problem-solving skills, as well as a solid knowledge of the hospitality industry and commitment to providing an outstanding customer service experience.

Skills

• Exceptional customer service

· Superior communication skills

· Database management

· Expert proficiency in Microsoft Office, Microsoft Outlook, Google Suite, Adobe Acrobat Professional and Quickbooks

• Knowledge of hotel front desk operations

· Invoicing & Payments

· Point of Sale (POS) & Credit Card Terminals

· Computer Reservation System

· Courteousness & Professionalism

· Verbal & Written Communication

· Office & Administrative Skills

· Customer Relations & Communications

· Time Management Skills

Experience

Secornd Opinion Termite and Pest Control

Administrative Assistant

· Managed office receptionist duties, customer service tasks, and data entry, leading to improved office functionality and 15% growth in client base.

· Automated the email process with templates and message rules that led to an average response time of two hours.

· Managed and assigned the daily appointments to a crew of 8 technicians

· Maintained a high level of professionalism and provided excellent customer service to all company clients

· Scheduled appointments, processed expense reports and mileage

· Managed company financial transactions, ensuring accurate Sales and Accounts Receivable (AR) recording.

· Collaborated with property managers to implement preventive measures, reducing recurrent infestations by 50%

Hampton Inn and Suites, Hampton VA

Front Desk

· Handling customer inquiries and complaints

· Answering phones and taking messages

· Booking reservations and taking payments

· Coordinating and providing information on hotel services

· Handling guest check- outs and issuing bills

· Updating guest databases and keeping records

· Ensuring hotel lobby and front desk areas are organized and clean

· Processing customer payments and issuing receipts

Knights Inn, Virginia Beach VA

Night Audit

· Managed hotel operations during overnight hours

· Restructured night auditor processes from manual to computerized tasks to improve data input accuracy

· Examined prior shift reports and ensured daily revenue documentation was accurate; investigated and resolved discrepancies when

· Necessary

· Transferred financial reports to the accounting department and prepared bills for guests checking out the following day

· Trained new employees in front desk and night auditor procedures and policies

Best Western Mission Inn, Las Cruces NM

Front Desk Receptionist

· Assist Guest with check in and check out process

· Answer the phonrs and respond to customer inquired

· Collect payments and complete billing for guests

· Assist with booking reservations and other special requests

· Provide guests with information about the hotel and its services

· Manage room keys and key cards

· Enforce hotel policies and procedures

· Maintain a clean and organized front desk

· Keep track of room availability and occupancy rates

Sea Isle Suites, Sea Isle City, NJ

Front Desk Receptionist

· Greet guests with a friendly demeanor and provide efficient check-in and check-out services, ensuring a seamless experience.

· Utilize advanced reservation software to manage room bookings, modifications, and cancellations accurately.

· Coordinate with other departments to fulfill guest requests promptly, enhancing overall guest satisfaction.

· Enhance experience by recommending personalized services and amenities that align with their preferences.

· Maintain a compr knowledge of hotel facilities, local attractions, and transportation options for guest convenience.

Education

Bachelor Degree of Science

Temple University

Philadelphia PA

2006-2010

HS Diploma

Ocean City High School

Ocean City NJ

2002- 2006

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