Front Desk Customer Service
Resume:
Samantha Downing
Science Hill, KY *****
***************@*****.***
Willing to relocate to: Somerset, KY
Authorized to work in the US for any employer
Work Experience
Front Desk Clerk
Best Western-Somerset, KY
February 2023 to April 2023
• Managed front desk operations during night shift, ensuring smooth check-in and check-out process for guests.
• Preformed night audit duties including reconciling daily transactions, preparing financial reports, and updating guest accounts.
• Maintained a clean and organized front desk area at all times to create a welcoming environment for guests
• Resolved guest complaints and issues promptly and effectively to ensure high levels of customer satisfaction
• The reason I am not employed there currently is because the hotel caught fire and had to be torn down. Housekeeper
Microtel Inn & Suites-London, KY
April 2022 to January 2023
• Collaborated with the front desk team to prioritize room assignments based on guest preferences and special requests
• Inspected rooms after cleaning to ensure all areas were properly sanitized and maintained according to hotel standard
• Trained and mentored new housekeeping staff members on best practices for efficient cleaning techniques and customer service.
• Stocked and replenished room supplies including toiletries, towels, and linens to ensure guest satisfaction
• My reason for leaving was I had to move back to somerset. Casher/Customer Service
D&A discount-Somerset, KY
April 2020 to September 2021
• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
• Performed opening/closing duties including counting money in the register before/after shifts
• Developed rapport with regular customers by remembering their preferences and providing personalized service
• Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction.
CSR - Customer Service Representative
Blackboard Student Services-Somerset, KY
April 2017 to November 2019
• Stayed up-to-date on federal regulations related to student financial assistance programs such as FAFSA
(Free Application for Federal Student Aid)
• Reviewed and verified student financial aid applications for accuracy and completeness
• Assisted students in navigating the financial aid process, providing guidance on eligibility requirements and application procedures
• Provided ongoing support to students throughout their academic journey by addressing changes in their financial circumstances or additional funding needs
• Utilized CRM software to accurately document customer interactions and update account information
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
• Maintained a positive attitude during challenging interactions with upset or irate customers, de- escalating situations effectively
• Handled a high volume of inbound customer calls. CSR - Customer Service Representative
SafeAuto-Somerset, KY
September 2016 to February 2017
• Assisted clients in selecting appropriate insurance coverage based on their individual needs and budget
• Processed policy changes, endorsements, and renewals accurately and efficiently
• Educated clients on various insurance products, explaining policy features, benefits, exclusions, and pricing options
• Prepared quotes for prospective clients based on their specific insurance needs and risk profile
• Utilized CRM software to track interactions with prospects/clients ensuring efficient communication
• Negotiated policy terms and conditions with insurance carriers to secure the best coverage options for clients
Front Desk Clerk
Country Inn and Suites By Radisson-Somerset, KY
March 2011 to September 2016
• Worked all three shifts behind the desk on a swing shift every week.
• Assisted guests with special requests or accommodations, resolving any issues promptly to ensure guest satisfaction.
• Efficiently checked-in and checked-out guests, maintaining accuracy in reservation details and payment processing.
• Collaborated with housekeeping staff to ensure rooms were ready for check-in by coordinating room assignments and communicating special requests from guests.
• Handled cash transactions accurately while following proper procedures for handling payments and balancing cash drawer at the end of each shift
• Liaised between guests and various departments within the hotel regarding special requests such as extra pillows/blankets or maintenance issues.
• Fostered positive relationships with repeat customers through personalized service and recognition of their preferences.
• Assisted with the coordination of group bookings, ensuring smooth check-in/check-out processes for large parties.
Education
High school diploma
Somerset High School - Somerset, KY
August 2001 to May 2005
Skills
• Laundry
• Hotel experience
• Hospitality
• Customer service (10+ years)
• Problem management (10+ years)
• Housekeeping management
• Custodial experience
• Auditing (6 years)
• Front desk (6 years)
• Call center (6 years)
• Multi-line phone systems (10+ years)
• Time management (10+ years)
• Typing (10+ years)
• Organizational skills
• Customer service
• Hospitality
• Guest services
• Financial auditing
• POS
• Bartending
• Serving
• Cash register
• Cash handling
• Accounts receivable
• HIPAA
• Night Audit
• ServiceNow
• Payroll
Certifications and Licenses
Samantha Downing
August 2023 to December 2026
Assessments
Sales skills — Proficient
April 2023
Influencing and negotiating with customers
Full results: Proficient
Customer focus & orientation — Proficient
January 2024
Responding to customer situations with sensitivity Full results: Proficient
Food safety — Proficient
July 2024
Knowledge of proper food and equipment handling safety measures Full results: Proficient
Work style: Reliability — Proficient
February 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Bartending — Proficient
January 2024
Understanding, pouring, and mixing drink orders
Full results: Proficient
General manager (hospitality) — Proficient
February 2023
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Management & leadership skills: Impact & influence — Proficient February 2023
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient July 2024
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Front desk agent (hotel) — Proficient
January 2024
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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