Front Desk Agent

Tendai Nickleberry

972-***-**** ********@*****.*** Garland, TX, 75042

PROFESSIONAL SUMMARY

Friendly and energetic Front Desk Agent with 10+ years of experience providing exceptional customer service to guests in a hospitality environment. Skilled at facilitating efficient flow of guests from check-in to check-out.

EXPERIENCE

Front Desk Supervisor 10/16/2023 – Present Hyatt House – Dallas/Frisco, TX

●Accurately answer inquiries from potential guests and accept hotel reservations.

●Consistently resolve guest problems and complaints in an efficient manner while demonstrating a sense of urgency.

●Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion using the OPERA system.

●Supervise daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.

●Train and direct the work flow and processes of the front desk.

●Resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

●Resolve customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

●Take responsibility in the absence of the Front Office Manager and Assistant Front Office Manager.

●Always available to work PM shift, weekends, and holidays and flexible on schedule.

Front Desk Agent 10/03/2022 - 10/13/2023

Sheraton Mckinney Hotel - Mckinney, TX

●Promoted Marriott Hotels and Resorts, Marriott Bonvoy membership and brand marketing programs.

●Promptly answered the telephone using positive and clear communication whilst inputting and retrieving messages into the computer to communicate to guests.

●Greeted and welcomed all guests approaching the Front Desk.

●Responsible for registering guests in Lightspeed and providing electronically coded room keys.

●Verified and imprinted credit cards for authorization using electronic acceptance methods.

●Handled cash, made change and balanced house bank whilst accepting and recording vouchers, and other forms of payment.

●Posted charges to guest rooms and house accounts.

●Retrieved mail, small packages and facsimiles for customers.

●Extended assistance in order to resolve maintenance problems such as insufficient heating or air conditioning, etc.

●Closed guest accounts at time of check out and ascertained satisfaction and in the event of dissatisfaction, negotiated compromise, which included authorizing some revenue allowances.

●Remain calm and alert especially during emergency situations and heavy hotel activity whilst planning and implementing detailed steps by using experienced judgment and discretion and working with the hotel security.

Night Auditor 05/06/2019 – 09/30/2022

Hilton Garden Inn – Dallas/Addison, TX

●Checked in guests that arrived late at night using the OnQ system.

●Logged and conducted wake-up calls in a timely manner.

●Balanced all cash, check, credit card and city ledger accounts as assigned by

●management.

●Submitted shift reports and performed audit functions as assigned.

●Posted charges such as room, food, drink or telephone to guest accounts.

●Handled collection efforts of all in-house balances and notified management of potential

liabilities.

●Assisted guests with depositing valuables in safe deposit boxes.

●Cross trained for the food and beverage departments so that assistance could be given

as needed.

●Maintained and organized my work area, the lobby and front desk area.

Front Desk Agent 01/05/2015 – 04/12/2019

Hampton Inn & Suites Legacy Park – Frisco, TX

●Helped guests complete registration cards and assigned rooms accommodating special

requests whenever possible.

●Verified the guest’s method of payment and followed established credit checking procedures.

●Placed guest and room information in the appropriate front desk racks and communicated this information to the appropriate hotel personnel.

●Worked closely with the housekeeping department in keeping room status reports up to date and coordinated requests for maintenance and repair work.

●Maintained and supervised guest room key storage and access to safe deposit boxes.

●Knowledgeable about room types and locations as well as the activities and services of

the property.

SKILLS

Microsoft Office Customer Service Data Entry Scheduling Time Management

EDUCATION

Associate of Arts May/2003

Dallas College

High School Diploma May/1996

Baton Rouge High School, Baton Rouge, LA

CERTIFICATIONS

●Supply Chain Professionals Certification (SCPro) from The Council of Supply Chain Management Professionals (CSCMP) - 2020

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