Guest Services s
Resume:
Ro Watkinson
North Woodstock, NH *****
***********@*****.***
Work Experience
Front Desk Agent
Village of Loon Mountain-Lincoln, NH
April 2022 to January 2024
Responsible for opening the front desk and office on my mornings. This first means lights, radio, and reading the shift report from the day before. With no surprises there (hopefully) we run arrival & departure reports for that day, checking registration cards against the reports to guarantee everyone has a room, and third party booking site didn't drop one in last minute. Take OTAs on rooms booked through a third party site. Create the morning housekeeping report, and keeping Housekeeping up to the minute on early
& late checkouts. Count the petty cash drawer. When all departure keys are returned to the desk, we are responsible for making keys for the day's arrivals, solving any guest issues, and getting paperwork set up for the next day. We check & respond to emails with guest questions. Familiar with the region to help guests plan itineraries. And finally, the most important bit of all-make the guests feel welcome and relaxed on their vacation.
Guest Services
Riverwalk at Loon-Lincoln, NH
November 2021 to March 2022
Be the first impression that people see when they walk in- smiling, and greeting them by name. Responsible for making reservations, in person, on the phone, and checking for 3rd party reservations
(ie:Booking.com) Checking guests in & out, making keys, and making sure the guest has everything they need for a memorable stay. Daily checks of cash drawer & making sure it is reconciled on each shift. Reconciling the daily on site report with registration cards so we know how many people are on property at any given time. Recommending local attractions, restaurants, picnic spots, and where to take walks or hike.
Retail Sales Associate
Encore Thrift Shop-Lincoln, NH
September 2017 to October 2019
Responsible for all retail operations from assisting customers to daily cashing out and banking details. Daily cash out of drawers, reconciling drawers at the end of the day. Dealing with customers on the phone and in the store. Scheduling donation drop offs and handling donations as they came into the shop. Sorting donations in the store. Pricing donations in the back before they came to the sales floor, choosing which items would be sold in the shop.
Ticket Sales
Barnz Cinema
July 2017 to August 2019
food sales, daily cleaning and stocking of the concession area and equipment, maintenance of the theaters.
Event Staff
Ice Castles LLC
March 2016 to December 2016
responsible for ticket sales, event safety, and retail. Retail included sales, customer service, inventory, merchandising, supervising part time staff, maintenance of retail shop, and security. In House Marketing Representative
Bluegreen Vacations
September 2016 to November 2016
responsible for booking guests into tours for the sales department. Sent out booking and appointment reports (Excel) nightly to management and corporate. Concierge duties including assisting guests in planning their stay in New England, directions, restaurant and activity recommendations. Familiar with Concierge and TSW programs.
Customer Service Associate
Rite Aid
July 2014 to September 2016
responsible for running the primary register, assisting customers in finding products, merchandising, processing damages, stocking shelves, general store upkeep. Head of Household
Stay At Home Mom
March 2008 to July 2014
Mom responsible for all the organization, daily responsibilities, joys, and tears of parenting and running a household with a partially disabled child.
Assistant Director
Lincoln Woodstock Chamber of Commerce
August 2006 to March 2008
Responsible for day to day running of the office, maintaining communication with the members and general public. Was responsible for content creation, editing, updates, managed SEO, and onsite advertising and banner creation. Took and maintained minutes for Board and committee meetings, liaison for Board of Directors to members. Event planning ie: Duck Race, Annual Dinner. Maintaining lists for hotel and restaurant availability.
Education
Associate
Skills
• Pricing
• Merchandising
• Event Planning (3 years)
• Marketing
• Cash Handling (10+ years)
• Retail Sales
• Store Management Experience
• Customer/Guest Services
• Retail Management (10+ years)
• Microsoft Office (5 years)
• POS (3 years)
• Upselling (2 years)
• Negotiation (3 years)
• Supervising Experience
• Assistant Manager Experience (2 years)
• Content Creation (2 years)
• Blogging (2 years)
• Branding
• Alzheimer's Care (6 years)
• Dementia Care
• Social Media Management
Certifications and Licenses
Certified Nursing Assistant (CNA)
July 1988 to February 1997
I earned my CNA at Lakes Region General Hosp in the summer of 1988, and went on to work in their locked psych/detox ward.
I moved back to MA and took jobs in hospitals and nursing homes; my speciality being geriatrics with a strong concentration on memory loss, dementia, and Alzheimer's. I am a stickler that my patients get the best standard of care possible. Thank you for your time in reading my application. Assessments
Customer service — Proficient
March 2022
Identifying and resolving common customer issues
Full results: Proficient
Social media — Proficient
March 2022
Knowledge of popular social media platforms, features, and functions Full results: Proficient
Front desk agent (hotel) — Proficient
March 2022
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient
Customer focus & orientation — Proficient
March 2022
Responding to customer situations with sensitivity Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient March 2022
Motivating others to achieve objectives and identifying improvements or corrective actions 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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