Front Desk Customer Service
Resume:
*************@*********.***
North Palm Springs, CA
922592262
SUMMARY
Skilled Front Desk Supervisor
successful at solving a range of
daily issues with an efficient and
professional attitude.
Demonstrated adapting to
changing demands and learn new
information quickly.
First-class with experience
maintaining high level of hospitality,
professionalism and business
etiquette. Attentive when listening
to guest requests or concerns and
addressed with prompt responses.
Dependable and punctual,
consistently arriving to work
prepared and punctual.
SKILLS
• Team building and supervision
• Corporate branding
• Room assignments
• Guest amenities
• Hotel reservation systems
• Conflict and issue documentation
• Guest check-in and check-out
• VIP priority options
• Keenness of insight
• Administrative skills
• Marketing
• Listening skills
Sondra Stocker
EXPERIENCE
April 2018 - April 2022
Front Desk Manager The Palm Springs Hotel Palm Springs, CA September 1993 - December 1998
Guest Service Representative The Rembrandt Hotel Bangkok
• Oversaw cash and credit card payment transactions at the front desk. Handled payment processing and provided customers with receipts and proper bills and change.
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Managed guest check-in and check-out procedures, reservations and payments.
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Corrected guest issues promptly with knowledgeable and friendly service.
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Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
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Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.
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Managed customer complaints and rectified issues to complete satisfaction.
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Managed tasks and responsibilities for front office employees when the team was understaffed.
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Worked with room service, housekeeping, maintenance and security to meet all guest needs.
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Developed lasting relationships with guests that built loyalty and drove hotel revenue.
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Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
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Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
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Posted room charges such as food, liquor and telephone calls based on individual customer actions.
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Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
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• Provided concierge services for guests as needed. Adhered to company security and check-in policies and procedures and reported suspicious activity to general manager.
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Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor.
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Delivered key administrative support to coworkers, taking on additional tasks during peak times.
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• Monitored reservations to track incoming parties and special events. Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
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Anticipated guests' needs ahead of time and responded to requests efficiently.
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Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
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Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
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• Guest safety
• Local arts and culture
• Fluent in German and Italian.
Greeted incoming guests and built rapport immediately in order to maximize satisfaction and revenue potential.
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Instructed guests on available amenities, important locations and upcoming events.
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Assisted guests by pointing out key features of [Type] property to create memorable experiences.
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• Displayed strong telephone etiquette, effectively handling difficult calls. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
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Handled client inquiries with exceptional professionalism and enthusiasm.
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Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
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Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
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Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
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Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
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Managed customer complaints and rectified issues to complete satisfaction.
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Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
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Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
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Arranged special accommodations for guests to maintain optimal satisfaction.
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Issued room keys to guests upon check-in and answered questions regarding proper use.
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Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
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• Facilitated front desk operations for busy high-volume hotel. Educated guests regarding important property information and directions to different hotel areas.
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Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
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Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
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Delivered quality customer service while cultivating client satisfaction and loyalty.
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Managed guest check-in and check-out procedures, reservations and payments.
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• Handled telephone inquiries and responded to customer requests. Provided guest assistance and information regarding local attractions and points of interest.
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Developed lasting relationships with guests that built loyalty and drove hotel revenue.
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Assisted guests in answering questions and completing check-in and check-out processes.
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Updated front desk's concierge book to maintain most relevant visitor information.
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• Checked members and guests in promptly for appointments.
• Managed reception area and took telephone calls. Worked closely with guests such as celebrities or VIPs and always showed extreme professionalism and respect for personal privacy.
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February 1982 - February 1993
Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
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Handled guest requests for additional towels and linens by contacting housekeeping department.
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• Monitored reservations to track incoming parties and special events. Rectified volatile situations quickly through active listening and effective communication.
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• Answered guest inquiries regarding hotel offerings and services. Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
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Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
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• Provided concierge services for guests as needed. Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
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Welcomed clients and offered to assist with setting up spa treatments and restaurant reservations.
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Established knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
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Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
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Scheduled deliveries of various items including flowers, gifts, and balloons and made guest reservations for spa services and dining.
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Reported safety or customer service related issues to supervisor or manager.
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Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
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Recommended local area establishments or services to suit guest interests and plans.
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Posted room charges such as food, liquor and telephone calls based on individual customer actions.
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Checked schedule of events to complete pre-planning and prevent issues.
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Managed transportation arrangements to and from airport, train station and local events for visitors.
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Facilitated research of local venues, restaurants and visitor spots per guest requests.
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Oriented guests to facility amenities, explained area attractions and dining options, served as brand ambassador for employer and placed courtesy calls to new guests after check-in.
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Detailed all policies and procedures, including safety information to guests upon hotel check in.
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Filled in for all front office and guest services shifts, including front desk, housekeeping, events planning and food and beverage.
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Established clear policies for concierge, front desk and guest relations team members.
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Planned travel for employees and visited other hotel locations for hospitality conferences.
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Presented relevant information for guest tours and company-sponsored programs and hosted guest activities with positive and pleasant demeanor to enhance guest experience.
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Exemplified professional and welcoming image to hotel guests by assisting with luggage transport, delivering on-call items to guests and courteously addressing guest inquiries.
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Model Elite Model Management Inc Worldwide
• Attended casting calls, fittings, shows and shoots.
• Upheld high standards of professionalism in high-stress environments.
• Arrived early for shoots to give extra time for hair, makeup and styling. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
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• Demonstrated self-reliance by meeting and exceeding workflow needs. Motivated and encouraged team members to communicate more openly and constructively with each other.
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Exceeded customer satisfaction by finding creative solutions to problems.
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EDUCATION AND TRAINING
July 1995
Associate of Arts Commercial Photography
IED, Milan
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