Administrative Assistant Customer Service
Resume:
Jena Stanford
*************@*****.***
An experienced, self- motivated and focused individual seeking the opportunity to apply my interpersonal skills as a reliable customer service and administrative assistant. Work Experience
Multi-Hotel Sales Administrative Assistant
Marriott International – Los Angeles, CA – April 2023 – Present Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping, and distributing incoming mail. Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work-related information using computers and/or point of sale systems. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Reservations Coordinator
The West Hollywood EDITION – West Hollywood, CA - February- 2019 – April 2023 Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs, determine appropriate room type, and verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Responsible for resolving disputes arising from transferred closing bills. Investigations to resolve the outcome of guest dispute, which includes analysis to validate customer record, period in question, amount billed, amount owed, and responsible party. Prepare information gathered to discuss the outcome of the investigation with the customer. Responsible for keeping up to date on credit and collection laws, rules, and tariffs. Summarize findings of dispute investigations. May support in other projects as needed. Communicate information regarding designated VIP reservations. Input and access data in the reservation system. Respond to any challenges found for accommodating rooming requests by communicating with appropriate individuals or departments. Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to accounting policies. Legal Receptionist
Ricoh- Vedder Price Law Firm – Century City, CA - November 2017- February - 2019 Greetings to all guests and visitors. Distributes name badges to visitors, temporary employees, etc. Schedules meeting rooms for all attorneys. Answers and transfers calls from all over the United States. Participates enthusiastically in company and community service events. Performs Administrative duties. Performs PC Support and Administrative duties as needed. Acts as a model for Vision, Values, and Mission. Builds professional relationships with customers and other teams. Responsible for updating the automated messaging center daily. Assists Administration or any other team when needed for various tasks (envelope labels, compiling manuals, etc.). Responsible for ordering, maintaining, and distributing promotional items. Client Reservations Specialist/Administrative Assistant Gavin de Becker & Associates - Los Angeles, CA - April 2017 to September 2017 Create and finalize bookings made for the Private Suite through our website, telephone, and referrals. Meet the needs of all Private Suite guests. Communicate effectively and liaise with clients, booking agents, airline staff and other 3rd parties - including control authorities. (TSA, CBP, LAXPD) Keep the reservation system updated so the Manager is aware of new bookings, input any guest requests/changes, and inform all relevant team members. Produce passenger lists for each day, confirm all flights and arrivals, and distribute to departments and external partners involved in the operation. Check vehicle access notification sheets which are received by fax or email – send back acceptance, and process sheets as required. Provide a guest list to onsite gate security 24 hours in advance of guest arrivals each day.
Event Specialist
Courtyard Irvine Marriott Spectrum – Irvine, CA - May 2016- July 2016 Verify on-property event planning and execution, provide on-property sales support for MSB property General Managers, and complete administrative duties. Serve as primary point-of-contact for guests organizing and attending meeting events at property to verify their end-to-end experience operates smoothly. Act as the primary point of contact for the Group Sales Office and Area Sales teams. Collect, develop, and submit content to update property websites on Marriott.com. Administrative duties to be delegated at the discretion of property General Managers. Follow all company policies and procedures, verify uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support teams to reach common goals, and listen and respond appropriately to guest concerns. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Administrative Assistant/Event Coordinator
Los Angeles Airport Marriott - Los Angeles, CA - June 2014 to May 2016 Managing and distributing information within an office. Managing inventory for meetings and events. Taking memos and maintaining files. Sending and receiving correspondence. Blocking, noting and follow ups for VIP reservations Processing group billing in a timely manner. Collecting Advance payments on events prior to arrival. Greeting clients and customers. Assisting the Director of Event Planning and Event manager with basic office duties. Send and log Welcome, Bill Review and Thank you emails. Create and email cover sheets for groups and events. Creating and delivering VIP amenities to the proper departments Organize and schedule meetings and appointments. Answering calls, emails, and faxes. Order office supplies. Front Desk Receptionist/ At Your Service Agent
Los Angeles Airport Marriott - Los Angeles, CA - May 2005 to June 2014 Clerical duties such as filing, faxing, answering internal and external calls for the hotel. Checking guest in and out of the hotel. Contact hotel guests for their satisfaction and interact with them to determine if they are willing to stay for additional nights. Provide emergency services to clients, patrons, and guests of the Marriott hotel by referring them to the appropriate supportive services that can properly assist them. Greeting guests upon entry to the hotel Answering questions and providing any necessary services to ensure a customer's satisfaction. Experience assisting with Gift shop, Room service and Restaurants. responsible for negotiating the best solutions, solving problems, and delivering excellent customer service. Ability to manage and resolve difficult customer interactions while maintaining composure and respect. helping people, the desire to exceed customer expectations, and the ability to resolve multiple issues daily with empathy. Actively listen to customer needs and adjust style and level of detail for the audience. Manage and resolve customer complaints with empathy using multiple customer information systems to provide accurate and appropriate energy solutions.
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