Front Desk Customer Service
Resume:
Hodeaner (Dina) E. Woodruff
Charlotte, NC 28215
980-***-**** Home*704-***-**** Mobile
***********@*******.***
SUMMARY: Ability to provide Professionalism, strong Customer Service skills, Organizational skills and Multi-tasking on a daily basis which would require being flexible at all times. Willing to work under pressure and adapting to constant changes when necessary. Experienced in Microsoft Office Word, Excel, PowerPoint and Outlook. Equipped in handling Physician, Clinical/Non-Clinical requests and tasks. Competent in handling constant flow of inbound and outbound calls.
WORK EXPERIENCE
07/2008 – Novant Health Presbyterian Medical Center
200 Hawthorne Lane
Charlotte, NC 28204
Switchboard Operator Supervisor
Managing a Department of Switchboard Operators collectively of all three shifts.
Demonstrate a working knowledge of medical center paging and radio systems (short-wave radio, touch-tone radio) when certain codes are implemented, by properly paging and relaying messages to doctors, medical center personnel and answering service clients and by maintaining 2-way radio conversation with Safety and Security personnel.
Monitor facilitator for fires in medical center; responds immediately to alarm by paging 505/Code Red for specified area; calls 911 control center and medical center personnel according to procedure.
Respond immediately to emergency and stat situations, exercising control at all times.
Monitor and maintain computer/printer connected to fire alarm areas at RRMC, keeping it operational at all times.
Monitor facilitator for holdup alarm for cashiers and Pharmacy; respond immediately by notifying Security with specific action plan. Monitor alarm panel and reports to proper personnel any alarm activated, such as air and vacuum, blood bank, oxygen, nitrous oxide, door alarms for CCU, ICU, Emergency Room, and other various alarms.
Immediately report to Communications Supervisor and/or Director any defects in console or telephones in medical center.
Keep record of all calls placed by nursing personnel or physician.
Demonstrate a working knowledge of location of all medical center areas to direct patients and visitors.
Keep daily log of activities in medical center, such as 505/Code Red and 909/Code Triage, cardiac arrests, Code Yellow, signing in and out of various keys to personnel, and documenting telephone system and radio paging problems.
(Continued – Page 2 – Hodeaner Woodruff Resume)
12/2015 – Doubletree by Hilton Charlotte
895 W. Trade Street
Charlotte, NC 28202
Assistant Front Office Manager (**Took on the duties and responsibilities of Front Office Manager on March 2019 due to COVID 19 Pandemic.)
Assists the Director in administration and management all Front Office Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.
Communicate effectively both orally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office staff. Monitor lobby traffic and make staffing adjustments as required.
Review VIP reservations and ensure proper handling of VIPs and groups, administer amenity orders and resumes for incoming guests. Update system by inputting inventory and non-inventory groups. Monitor special reservation requests handling and oversee rate changes on in-house guests.
Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures.
Manage Front Office staff, resolve guest concerns, and implement resolutions by using discretion and judgment.
Frequently serves in role as Manager On Duty.
Perform other duties and responsibilities as assigned or required.
Front Office Supervisor
Provide guidance and leadership as the Front Office Supervisor and ensure consistent quality of customer service is provided to all guests in accordance with Hilton standards.
Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop at the Front Desk
(Continued – Page 3 – Hodeaner Woodruff Resume)
Guest Service Agent
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Promote and administer Hilton Marketing Programs such as Hilton Honors, for arriving guests. Ensure guest knows location of room and arranges for team member to accompany guest to room. Provide welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
Ensure rooms and services are correctly accounted for within guest statement. Properly account for services provided by the hotel. Assist guest with check out payments or charges. Accepts and record vouchers, credit, traveler's checks, and other forms of payment. Convert foreign currency at current posted rates.
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
Receive special requests from guests, and respond appropriately or forward requests to appropriate team members for decisions and actions.
Promptly answer the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieve messages and communicates the content to the guest. Retrieve mail, packages and facsimiles or other special items for customers as requested.
Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc..
Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Operate various office machines.
Contact this candidate