Front Desk Customer Service
Resume:
CHERYL BEAN
Capitol Heights, MD
************@*****.***
Willing to relocate: Anywhere
Work Experience
Front Desk Representative
LuxUrban Hotels-Washington, DC
February 2023 to May 2024
# Welcomed all guests; addressed guests service needs; assisted individuals with disabilities; and provided exceptional customer service to meet guest needs
# Operated and maintained an accurate reservation system for processed check-ins and check-outs; room reservations, requests, changes, and cancellations
# Maintained accurate cash sheets and balanced cash drawer
# Operated the switchboard, dispersed calls, and secured messages and faxes for guests Senior Front Desk Representative
Residence Inn by Marriott, GF Hotels-Greenbelt, MD May 2022 to February 2023
# Coordinated Front Desk operations including training staff, handling cash, and executing sales
# Provided leadership and direction to staff on sales goals and promotions
# Managed, mentored, and motivated front desk staff to maintain optimal customer service satisfaction levels
# Compiled daily, weekly, and monthly reports to general manager and department heads
# Operated the reservation system; check-in and check-out system; credit card system; and ensured all safety and security procedures were adhered to
# Executed audits and reconciled all financial records such as room charges, cash drawer activity, credit card transactions, and final bills
# Promoted “preferred” guest programs and provided recognition and benefits to current members
# Supported guests and employees in resolving concerns or complaints
# Maintained accurate cash sheets and balanced cash drawer
# Operated the switchboard, dispersed calls, and secured messages and faxes for guests Front Desk Associate
Residence Inn by Marriott Ritchie Station-Capitol Heights, MD September 2021 to May 2022
# Welcomed all guests; addressed guests service needs; assisted individuals with disabilities; and provided exceptional customer service to meet guest needs
# Operated and maintained an accurate reservation system for processed check-ins and check-outs; room reservations, requests, changes, and cancellations
# Prepared registration (folio) cards for completeness and accuracy
# Performed audits and prepared reports on room information to provide Rooms Management with a picture of how they were performing
# Maintained accurate cash sheets and balanced cash drawer
# Conducted trainings and orientations for new front desk staffers Front Desk Associate
TownePlace Suites Clinton at Joint Base Andrews-Clinton, MD April 2019 to August 2021
# Managed front desk and processed reservations and check-ins/check-outs
# Delegated housekeeping, security, and service requests
# Responded to guest inquiries and resolved guest complaints as needed
# Ensured the correct billing charges and credits were reflected on guests folio statements
# Balanced cash receipts, performed bucket checks, and completed other cashier/money handling responsibilities adhering to prescribed guidelines and procedures
# Communicated pertinent information to team members and guests Guest Services Agent
Residence Inn-Washington, DC
December 2017 to February 2019
# Managed front desk and registered guests, made/canceled reservations, issued room keys, and provided information and area attractions to hotel guests
# Properly cashed out at the end of shift, ensuring that all monies balanced to the cashier transaction reports, and that all paperwork was accounted for, signed and balanced
# Collaborated with housekeeping and maintenance to ensure guests needs were met
# Prepared room status sheets for housekeeping and updated Housekeeping on rooms available to clean as guests checked out or rooms were unoccupied
# Prepared daily reports and correspondence
# Created Prepared and restocked the front desk with supplies including preparing arrival packets Front Desk Associate
Hampton Inn Navy Yard by Hilton-Washington, DC
July 2017 to December 2017
# Performed a variety of guest service activities that included registering and assigning rooms; posted charges, processed check-outs, collected payments and corrected any billing errors
# Executed checked-in guests at a high volume and a fast paced environment ensuring their request were met
# Reviewed logs to determine day’s events to best accommodate guests
# Created incident reports for guest injuries; issued reports to appropriate departments Education
GED
Manor High School - Portsmouth, VA
August 1979
Skills
• Proficient in Microsoft Office, Outlook, and Word
• Strong accounting, organization, and communication skills
• Experienced with team collaborating and conflict mitigation
• Skilled in data entry
• medical records
• sales
• accounting
• hospitality
• property management
• Switchboard
• veterinary
• cashiering
• Guest services
• Hotel experience
• Hospitality
• Cash handling
• Sales
• Cash register
• Medical records
• Leadership
• Customer service
• Front desk
• Budgeting
• Property management
• Serving
• Mentoring
• Marketing
• Medical terminology
• Communication skills
• LIHTC
• Applied behavior analysis
• Personal care home
• CRM software
• Home health
• Customer support
• Relationship management
• Customer relationship management
• Order fulfillment
Certifications and Licenses
Driver's License
May 2024 to June 2032
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