Customer Service Front Desk
Resume:
DEIDRE TIDWELL
*************@*****.***
Salt Lake City, Utah
linkedin.com/in/deidre-tidwell
PROFESSIONAL SUMMARY
Accomplished professional with over 10 years of experience in hospitality and in the airline industry, including management roles. Proven ability to deliver exceptional customer service, manage teams, and navigate complex operational environments. Seeking a dynamic role in the travel industry to apply leadership skills, technical expertise, and a deep understanding of hospitality and airline operations.
CORE COMPETENCIES
LEADERSHIP & MANAGEMENT: Experienced
managing teams in high pressure
environments, both in hospitality & airline
industries
CUSTOMER SERVICE EXCELLENCE:
Consistently ranked in top 10% for customer
service; adept at resolving complex
customer issues
TECHNICAL PROFICIENCY: Expert in various
travel & hospitality systems including Sabre,
Salesforce, Opera, Colleague, LightSpeed,
HotSOS, Delta Term, SNAPP, & Central
Reservation System
COMPLIANCE & SAFETY: Comprehensive
training in security, safety, & hazardous
materials
HOSPITALITY EXPERTISE: 9 years in
hospitality roles ranging from Front Desk
Agent to Assistant Front Office Manager,
with strong experience in guest relations &
operations management
SALES & NEGOTIATION: Skilled in real estate
negotiations, contract preparation, & client
management
EDUCATION/CERTIFICATIONS
B.S. in Communications
o University of Utah
A.S. in Business
o LDS Business College
Real Estate License
o Keller Williams Utah Realtors
Certified in Food Handling & Alcohol Service
o ServSafe
Safety & Hazardous Materials
Crisis Management & Conflict Resolution
PROFESSIONAL EXPERIENCE
FRONT DESK SUPERVISOR JULY 2023 – JAN 2024
Hyatt Place Park City, UT
Exemplified & Coached Employees of understanding & practice of high standards of hospitality & the hotel’s services.
Supervised the overall seasonal reservation demand with regard to room type & length of stay pricing.
Worked with the hotel’s property management system & reservation system to maximize revenue through occupancy & rate adjustments based on market conditions.
Ensured of staff’s knowledge of hotel services, features, & amenities
Ensured that all reservations were processed according to established procedures & standards.
AIRPORT CUSTOMER SERVICE AGENT FEB 2024 – JUN 2024 Alaska Airlines Seattle, WA
Facilitated passenger rebooking, addressed customer issues.
Ensured compliance with safety & security regulations GUEST SERVICE SUPERVISOR JAN 2023 – MAY 2023
Park Plaza Resort / LaTour Hotels Park City, UT
Managed front desk operations & handled a high volume of guest interactions per shift with a 95% satisfaction rate.
Trained new front desk staff, enhancing team's efficiency & guest service delivery.
Coordinated with the housekeeping & maintenance departments to ensure rooms were prepared, reducing guest wait times by 20%.
AIRPORT CUSTOMER SERVICE AGENT MAY 2022 – FEB 2023 SkyWest Airlines Salt Lake City, UT
Managed boarding & gate procedures, ensuring safety & security compliance while resolving customer inquiries & concerns
ASSISTANT FRONT OFFICE MANAGER AUG 2021 – MAR 2022 Sheraton Hotel (Marriott) Park City, UT
Effectively resolved customer complaints & de-escalated issues promptly & increased guest's satisfaction.
Prepared monthly management reports on bookings & cancellations.
Oversaw departmental budget & records of office expenses and costs.
Performed administrative duties, such as confirming staff schedules & ensured payroll processing.
AIRPORT CUSTOMER SERVICE AGENT OCT 2009 – JUN 2017 Delta Airlines Salt Lake City, UT
Recognized for high customer service.
Greeted & took reservations & sold tickets upon request with high speed.
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