Front Desk Customer Service
Resume:
Wanda Coar
Front desk supervisor
**** ******** ****, ******** ******* 31907, Columbus, 31907
*****.****@*****.***
Professional summary
Front Desk Supervisor with 4 years of experience in hospitality management, demonstrating exceptional coordination skills and guest relations expertise. Proven track record in enhancing guest satisfaction through efficient processes and problem-solving abilities. Adept at using Microsoft Office Suite and managing cash, consistently delivering stellar customer service.
Employment history
Hilton Garden Inn Front Desk Supervisor Columbus, GA
Apr 2020 - Present
• Welcome guests attentively; manage check-ins/outs, reservations, and address complaints.
• Guide front office staff; interview and screen candidates, create weekly schedules.
• Oversee lobby cleanliness, pantry orders, and coordinate with housekeeping.
• Assist in event planning; generate daily deposit logs, monthly reports, and tax exempt reports.
• Report to general manager; implement improvements for better guest experience.
• Enhanced guest satisfaction by implementing efficient check-in/out processes and resolving complaints promptly.
• Led front office team, ensuring high morale and adherence to hospitality standards, resulting in improved guest reviews.
• Coordinated with housekeeping and event planning teams to ensure seamless operations and exceptional guest experiences.
• Streamlined reservation system using the new Pep system, increasing booking accuracy and reducing check-in times.
• Developed and implemented new ideas to enhance hotel operations, contributing to a more efficient and welcoming environment.
• Enhanced guest satisfaction by introducing personalized check-in processes, significantly boosting positive reviews and repeat bookings.
Vacation Network, Inc. Travel Agent Duluth, GA
• Manage travel arrangements for flights, hotels, car rentals, and cruises, ensuring accuracy and timeliness.
• Provide top-level customer service using Apollo GDS and online tools, maintaining excellent communication.
• Advise clients on efficient routes, lowest fares, and travel document requirements, enhancing travel efficiency.
• Act as liaison between clients and suppliers, resolving customer service issues and ensuring satisfaction.
• Coordinated with international suppliers to ensure seamless travel experiences, resulting in a 25% increase in client satisfaction.
• Implemented new booking procedures, enhancing efficiency and reducing booking errors by 10%.
• Reviewed travel documentation to ensure compliance, preventing potential issues and maintaining a 100% travel success rate.
• Developed a client feedback system, using insights to improve services and achieve a 20% boost in client retention.
• Streamlined group travel bookings, negotiating bulk discounts with suppliers, saving clients 15% on travel costs.
• Analyzed travel trends and client preferences, implementing data-driven strategies that increased repeat bookings by 30%.
OneTravel Travel Agent Atlanta, GA
• Managed multiline call center operations, maintaining a positive client experience.
• Booked airline, car, and cruise services, ensuring seamless travel arrangements.
• Resolved guest complaints promptly, enhancing customer satisfaction.
• Developed long-term client relationships, driving repeat business.
• Enforced safety procedures, adhering to facility policies and regulations.
• Implemented efficient booking processes, enhancing customer satisfaction and loyalty.
• Increased client retention by 15% through exceptional service and personalized travel solutions.
• Coordinated with team members to streamline operations, improving overall call center efficiency.
• Ensured compliance with safety protocols, minimizing risk and ensuring client safety.
• Developed new strategies for handling complex travel itineraries, boosting customer satisfaction.
• Facilitated seamless travel experiences, leading to a 20% increase in customer referrals through personalized service.
Century Travel Service Owner/CEO Columbus, GA
• Delivered global travel solutions, achieving 98% customer retention rate.
• Integrated travel and expense management for cost-effective solutions.
• Resolved guest complaints, fostering customer loyalty and repeat business.
• Managed staff development, budgeting, and supply ordering.
Education
Sanford Brown College, Atlanta, GA Certificate in Medical, Billing & Coding
2008 - 2010
Kendrick High School, Columbus, GA General Diploma
1977 - 1981
Skills
Excellent verbal communication
Fast learner
Self Starter
Microsoft Office Suite
Client friendly
Fast-paced environments
Stellar customer service skills
Strong teamwork skills
Cash management experience
Guest relations
Coordination skills
Problem resolving
Additional information
Achievements
• Top 15 Travel Agent of the year award 2010
• Top 20 Travel Agent of the year reward for 2012
• Top 15 Travel Agents of the year reward for 2013
• Top 20 Travel Agent of the year award 2014
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