Front Desk Customer Service

Charmi Patel

Grove City, Ohio

**************@*****.***

419-***-****

Objective

Enthusiastic and customer-focused hospitality professional with over two years of experience in front desk operations and management at Hilton Hotel. Adept at providing exceptional guest service, managing reservations, and leading front desk teams. Seeking a challenging role where my skills in customer relations, team management, and operational efficiency can contribute to enhancing guest experiences.

Experience

Hampton Inn & Suites by Hilton

Front Desk Manager

Present

• Supervised and coordinated daily front desk operations, ensuring smooth check-in/check-out processes and prompt resolution of guest issues.

• Trained and mentored front desk staff, improving service quality and employee performance.

• Managed room reservations, including group bookings and special requests, optimizing room availability and revenue.

• Implemented new procedures to streamline operations, reducing check-in time by 15%.

• Handled guest complaints and inquiries with professionalism and efficiency, achieving a 95% guest satisfaction rate.

• Handle billing and payment processes, including processing guest payments, handling cash, and reconciling daily financial reports.

• Prepare and review daily, weekly, and monthly reports related to front desk operations and guest activity.

Front Desk Agent

Jun-2022

• Provided excellent customer service by greeting guests, handling check- ins/outs, and addressing special requests.

• Managed phone and online reservations, ensuring accuracy and minimizing errors.

• Processed payments and maintained accurate billing records.

• Coordinated with housekeeping and maintenance to ensure rooms met Hilton’s quality standards.

• Assisted in organizing guest activities and events, contributing to a memorable guest experience.

Skills

• Exceptional customer service and communication

• Proficient in hotel management software

• Strong leadership and team management

• Conflict resolution and problem-solving

• Cash handling and financial transactions

• Ability to work in a fast-paced environment

• Proficient in hotel management Office 360

Education

Master of Science in Environmental Science and Technology Gujarat, India

Graduation Date: April 2018

Languages

• English (Fluent)

• Hindi, Gujrati (Fluent)

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