Service Representative Front Desk
Resume:
Dawn Frullani
*** ****** ** **********, ** *****
847-***-**** (m) adwm0s@r.postjobfree.com
Summary
Highly enthusiastic customer service representative. Personable and responsible with many years of experience working in fast paced environments. Solid team player with great positive attitude.
Have experience with Micro’s, Delphi, and Property Management Systems, OnQ software, PMS software, Opera, TimeSaver, Guestware and the use of 2way radios, Galaxy Lightspeed.
Highlights
Excellent team player and community builder Problem Solver
Excellent Organizational skills Fast Learner
Experience working with adults/children. Energetic work attitude
Proficient computer skills Customer Service
Accomplishments
Consistently receive positive feedback from guests helping to increase survey scores.
Associate of the Year two consecutive years at Marriott Schaumburg.
Associate of the Month 4 times in a 3-year period at Marriott Schaumburg.
Associate of the Month at Embassy Suites Schaumburg.
Received a gift for having 4 GEI compliments and 1 Guest letter within the month of March from the Sheraton Suites Elk Grove Village.
Experience
Dick’s Sporting Goods – Arlington Heights, IL 08/28/17 – Present
Front End Lead, Started as a cashier, then promoted to Customer Service Supervisor. Promoted to Lead to the CSS Team. Overseeing the front end. Consisting of 5 Supervisors, 25 plus cashiers. Handling customers, returns and questions that would involve the store. Very familiar with reward and credit card programs. Many times, mentioned in surveys filled out by the customers. Have received many service pins and awards for great customer service.
Double Tree by Hilton – Wood Dale, IL 07/17/16 – 01/15/2020
Guest Service Representative. Have various responsibilities. My primary job is at the Front Desk to welcome and check our guests in. I address all guest issues. Drive the Hotel shuttle bus. Many times, mentioned in Hilton’s Guest Service Survey’s, also highlighted in social media and internal meetings.
Lincolnshire Marriott Resort – Lincolnshire, IL 07/15/2014-07/15/2016
Guest Service Representative. Highly involved with all aspects of the Front Desk. This includes Guest Check-in experience, Bellman responsibilities, Concierge Lounge, Lobby Ambassador, At Your Service. Assisted in the outlets during special events. Also provided assistance in Banquets when needed. Many times, mentioned in Marriott’s Guest Service Survey’s, also highlighted in social media and internal meetings.
Comfort Suites – Schiller Park, IL 05/2014-07/2014
Breakfast Supervisor. Responsibilities included opening and closing of the Breakfast Buffet, preparing the needed items for the buffet. Also responsible for ordering and maintaining the inventory for the buffet and the items that were sold in the Pantry. Delivered folios and newspapers to guestrooms.
Sheraton Suites - Elk Grove Village, IL 11/25/2012-05/2014
Club Lounge Attendant. Highly involved with opening the Club Lounge used by Platinum Guests and Guest Upgrades. Oversee and service the Club Lounge both in the morning with full breakfast service and in the evening with both hot/cold h’ordorvers independently. Provided information to guests during their stay from social activities, dining arrangements, shopping, both in the immediate area to downtown including recommendations to transportation to and from downtown to the suburbs. Micro’s for room service and restaurant orders. Starbucks Coffee both industrial and self-contained. Many times mentioned in TripAdvisor and Sheraton website for an outstanding job.
Pheasant Run Resort - St. Charles, IL 05/2012 – 11/2012
Manager of Housekeeping. Managing the responsibility of the 30 housekeepers, 6 housemen, public areas, and the laundry department for 500 rooms. Representing Pheasant Run as a Ambassador for the resort. Also on the Rally Committee.
Embassy Suites – Schaumburg, IL 01/2012 - 04/2012
Guest Service Representative had various responsibilities. My primary job is at the Front Desk to welcome and check our guests in. I addressed all guest issues. Coordinate the preventive maintenance for the property. Drove the Hotel shuttle bus. I was part of the Care Committee.
Eaglewood Resort & Spa - Itasca, IL 12/2010-12/2011
Convention Service Coordinator. Managed quality communication, guest support and property representation for each client. Would coordinate events for that needed room block needs to anything from convention space to meal arrangements using Delphi. I primarily handled these types of room blocks, wedding and sports blocks. I also was in responsible for the distribution of the weekly Banquet Event Orders. Created client resumes using Delphi.
Chicago Schaumburg Marriott – Schaumburg, IL 9/2007-12/2010
At Your Service. Provided customer service for an average of 60-100 call per day, answering guest inquires, solving problems and transferring calls to guestrooms. Have knowledge of Front Desk and Concierge duties. Assisted guests with their room service orders using Micro’s system. Received multiple rewards acknowledging my level of dedication to excellent customer service. Maintained a positive attitude to make guests experiences memorable and pleasant. Was part of the Care Committee, which enabled me to share my ideas on how to make our work environment a great place to work. Worked closely with both engineering and housekeeping via radio and Guestware (software). Whenever needed I would work in the Starbucks. Drove the shuttle whenever my assistance was needed.
Education
Hubbard High School, 1980
Chicago, IL
Studies: General
High School Diploma
Affiliations
Schaumburg Athletic Association: I have coached and volunteered for this organization several years.
St. Hubert School: Worked as a lunch mom and also volunteered at the school.
School District 54: Worked as a lunch mom.
Village of Schaumburg: SeptemberFest Volunteer
Schaumburg Park District Volunteer
Professional References: Personal Reference:
Sandy Harris Kathy MacDonald
Jennifer Welch
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