Front Desk Customer Service

LC

LISA MONIQUE CARTER

******************@*****.*** H: 267-***-**** 284 S CHARLESTON AVE, LAWNSIDE, NJ 08045 Remarkable Luxury Hotel Guest Service Agent providing superior level of customer service to guests and prospective guests. Proven ability to run Guest Service front desk, keep customers satisfied and resolve any conflicts that may arise. Technically-savvy, friendly, punctual and always prepared for any challenge. Friendly and conversational when welcoming guests, assisting with TripAdvisor Reviews and Team building. Expert at prioritizing guest needs and stepping into help GM during busy hours with all hotel needs. Hardworking and ready for new challenges and career growth with a thriving establishment. Excellent communication, planning and problem-solving abilities. Edgar to share my customer service and work ethic with your amazing establishment.

Reflective listening

Strong manual dexterity

Sales and marketing

Understanding of body signals

Marketing understanding

AĴentive to detail

Front desk management

Customer service-oriented

Multi-tasker extraordinaire

Administrative procedures

Employee interviewing and hiring

Social skills

AKA HOTEL PHILADELPHIA, PA

Guest Service Representative

08/2018 - Current

Raised TripAdvisor rank from 46 to 7 in 8 months. Due to guest leaving positive 5 star reviews regarding my customer service, work ethic tours and over all knowledge of property and brand.

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Developed vast knowledge of local area to provide guests with information about dining options, arts, and culture, and entertainment. Notified housekeeping staff and maintenance personnel of guest room issues, including for immediate resolution.

Cultivated professional relationships with guests through active response, dedicated assistance. improving customer retention by 34%. Planned customized itineraries for guests, which included lodging and outdoor activity, resulting in promotion of local tourism and entertainment industries.

Club Quarters Hotel PHILADELPHIA,

PA

Guest Service Representative

10/2015 - 01/2018

Managed all front desk operations for busy hotel establishment averaging 275 guests per night.

Raised TripAdvisor rates 87% in 2 years. Due to guests 5 star reviews for my customer service

Provided details regarding property, including dining areas, pool, spa and fitness center to patrons to help acclimate them to resort environment.

Handled payment processing duties and provided customers with Summary

Skills

Experience

receipts and proper bills and change.

Notified housekeeping staff and maintenance personnel of guest room issues, for immediate resolution.

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism. Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.

Genesis Massage Therapy

PHILADELPHIA, PA

Licensed Massage Therapist

04/2007 - Current

Discussed body treatment needs and expectations with clients to maintain 100% customer satisfaction.

Collected detailed client information to create over 15 individualized plans to relieve pain, improve circulation, rehabilitate injuries and increase relaxation.

Gave clients individualized suggestions for stretching, strengthening, postural and relaxation techniques.

Worked with 25 clients per week performing variety of therapeutic massages, including pregnancy, sports, deep tissue and Swedish. Introduced corporate policies, procedures and work rules to new spa employees.

Collected soiled linens and placed in the appropriate receptacles. Escorted massage clients to the changing room and provided spa gowns. Verified end-of-day reports against credit and cash profits. Liberty University Lynchburg, VA

Bachelor of Science in Hotel Management and Toursim 2021

TripAdvisor.com

Education and Training

Websites, Portfolios, Profiles

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