Front Desk Customer Service

AS

AUSTII SIPPIO-COOK

***********@*****.*** +1-940-***-**** Round Rock, TX 78681

Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adapting to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. Upselling

Front Desk

Microsoft Outlook

Communication skills

Guest services

Hospitality

Organizational skills

Supervising experience

OPERA

System updates

Cash control

Team building and supervision

Guest Relations

Reservations Management

Guest check-in and check-out

Hospitality services

Operations Oversight

Strong leadership

Property Management Systems

Staff Supervision

Problem-solving skills

Conflict Management

Listening Skills

Staff Training

Training and mentoring

Issue Resolution

Cash Management

White Lodging Austin, TX

Front Desk Supervisor

08/2023 - Current

Supervise the front desk, Manage guest problem, Train new employees, Assist front office managers

Greeted and welcomed guests in a friendly, professional manner. Monitored the front desk staff to ensure proper customer service was provided.

Maintained up-to-date knowledge of hotel services, features and local attractions and activities.

Processed payments, cashiering duties and credit card transactions accurately.

Performed administrative tasks such as filing documents, answering phone calls and emails.

Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.

Conducted regular performance evaluations of front desk staff members. Supervised daily operations at the front desk including check-ins and checkouts, reservations.

Implemented strategies for improving customer service standards across the department.

Mentored new staff on correct procedures, compliance requirements and performance strategies.

Summary

Skills

Experience

Benchmark Deloitte Westlake, TX

Advanced Internship

05/2023 - 07/2023

8-10 week program where I gained work experience in the Hospitality Industry

Worked in the following positions: Bell Person, Front Desk Agent, Housekeeping, and Valet

Shadowed various departments of interest during internship Departments include: Housekeeping, Front Office, and Front Desk Participated in other opportunities such as classes or other intern team building activities.

Compiled weekly reports on customer feedback and satisfaction ratings. Developed presentations and organized events to promote products or services.

Proofread documents before submitting them for review. Contributed ideas during brainstorming sessions to generate creative solutions.

Managed customer inquiries through phone calls, emails, or other forms of communication.

Performed quality checks on products prior to shipment or delivery. Supported various program activities, assisting with administrative tasks. Local Geico Insurance Agency Denton,

TX

Insurance Sales Agent

01/2023 - 05/2023

Made 60 calls a day to meet our insurance selling goal Provided exceptional customer service for customers in need Assisted existing insurance holders with their account information Cross sold insurance during phone calls

Conducted market research to identify potential customers and target markets.

Assisted clients in selecting appropriate coverage options for their needs. Developed a customer service strategy to ensure the highest level of satisfaction.

Analyzed customer feedback to improve sales strategies and tactics. Generated leads through cold calling, networking, referrals, and other marketing initiatives.

Provided advice on financial planning and insurance policies. NuRock Management Corinth, TX

Leasing Consultant

07/2021 - 01/2023

Upsold apartment homes to fit the needs of future residents Answered up to 100 calls a day to assist customers and current residents Provided exceptional customer service to future residents and current residents to meet their needs

Assisted residents to ensure their needs are met and that they are satisfied Worked with Yardi Systems to post work orders for residents, looking up rent for residents and calling possible prospects for future residents Greeted potential tenants and provided information about the property. Conducted tours of available apartments, highlighting features and amenities.

Maintained accurate records of prospective renters, applications and leases. Advised on rental policies and procedures to ensure compliance with applicable laws.

Prepared lease agreements, collected security deposits and rent payments from tenants.

Provided excellent customer service to all tenants throughout their tenancy period.

Responded to tenant requests for maintenance services in a timely manner. Inspected vacated units to determine necessary repairs or improvements prior to new occupancy.

Dillard's, Inc. Denton, TX

Sales Associate

10/2020 - 07/2021

Greeted customers and assisting them with products Managing sales goals to be sure that goals were met Organized the accessories on the floor to ensure that they are appealing to the customers

Provided wonderful customer service to ensure that customers are satisfied Assisted customers with product selection, sizing and styling. Provided accurate information about products, prices and services. Processed transactions using a point-of-sale system. Built relationships with customers to encourage repeat business. Organized stockroom shelves according to size, color or style. Restocked shelves as needed to ensure sufficient inventory levels. Demonstrated product features and benefits for customers' needs. Handled customer complaints in a professional manner. Greeted customers and provided exceptional customer service. Aloft Hotel Round Rock, TX

Front Desk Agent

12/2018 - 07/2020

Greeted customers, patrons, or visitors to be sure they feel welcomed Made travel, accommodations, or entertainment arrangements for guests Maintained financial or account records of reservations to be sure they are being charged correctly

Collected deposits, payments or fees from guests to be sure that the hotel's revenue is up to date

Responded to inquiries and room requests made online, by phone and via email.

Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.

Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service. Supervised daily operations of hotel front desk in absence of manager. Facilitated successful front desk operations for high-volume hotel. Marriott

Loyalty Champion

06/2019 - 03/2020

I represented the brand Marriott

I also trained new employees on new system updates and new updates for the brand of Marriott

Assisted customers with loyalty program inquiries and provided guidance on how to maximize their benefits.

Created reports to measure effectiveness of loyalty initiatives. Gathered customer data to track progress towards loyalty goals. Monitored customer feedback and identified areas of improvement for the loyalty program.

IHG

Loyalty Champion

05/2017 - 12/2018

I represented the brand of IHG

I trained new employees on new system updates and new updates for the brand of IHG

Gathered customer data to track progress towards loyalty goals. Monitored customer feedback and identified areas of improvement for the loyalty program.

Assisted customers with loyalty program inquiries and provided guidance on how to maximize their benefits.

Holiday Inn Express Round Rock, TX

Front Desk Agent

03/2017 - 12/2018

Greeted customers, patrons, or visitors to be sure they feel welcomed Made travel, accommodations, or entertainment arrangements for guests Calculated costs of goods and services of reservations to be sure they are being charged correctly

Collected deposits, payments, or fees from guests to be sure that the hotel's revenue is up to date

Greeted customers in a professional and friendly manner. Assisted with check-in and check-out procedures for guests. Answered phones, responded to inquiries, and took messages. Processed payments accurately and efficiently.

Resolved customer complaints promptly and courteously. Provided information about hotel amenities, services, and local attractions. Maintained cleanliness of lobby area at all times. Scheduled reservations for groups and special events. Inputted guest information into computer system accurately and securely. Verified accuracy of room rates and other charges during check-in process. Ensured that all safety regulations were followed according to company standards.

Performed light housekeeping duties such as stocking supplies or cleaning surfaces.

Assisted with luggage handling for incoming guests. Managed cash drawer responsibly throughout shift.

Generated daily reports detailing occupancy levels, revenue amounts. Collaborated with colleagues to ensure smooth operations of front desk area.

Posted charges, updated accounts and issued bills to departing guests. Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.

University of North Texas TX

Bachelor's degree in Hospitality Management

05/2023

Austin Community College TX

Associate degree in Hospitality Management

05/2019

Food Handler Certification

Education and Training

Certifications

Contact this candidate