Service Agent Front Desk

MH MERRISA HAKIM

************@******.*** 352-***-**** OZONE PARK, NY 11416

WWW: Online Digital Resume

PROFESSIONAL

SUMMARY

Guest Service Agent and Concierge with 20 years of experience looking to grow with a company where I can utilize skills in providing 5 Star service to Clients. Deadline-driven Night Auditor offering a Twenty- two year career history of reliability and quality performance. Operates well in busy environments and maintains calm under pressure. Meticulous eye for detail and personable demeanor.

SKILLS Certificate in COVID-19

Precautions for Hotels

Multitasking

Strong Verbal and Writing

Communication

Opera

Fossi

Epitome

Rumbo

Infor

Libica

Hotel Expert

Hotsos

WORK HISTORY Night Auditor Renwick Hotel 04/2022 - CURRENT Kept accounts in balance and ran daily reports to verify totals. Checking guest in and out (179 rooms)

Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.

Looked over pending check-ins and payment processes to complete closing procedures.

Oversaw night auditing of daily room occupancy and hotel revenue. Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.

Collaborated with team members to handle guest requirements from check-in through check-out.

Entered customer data into room system and updated information whenever patrons changed rooms.

Followed company security and check-in policies and procedures and reported suspicious activity to Head of Security. Verified deposits, rectified discrepancies and processed end-of-day. Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming. Block rooms accordingly and arrange amenities for VIP's Investigated auditing discrepancies by reconciling cash drop and credit card transactions

Controlled cash and credit card payment transactions at front desk to successfully reduce errors

Stayed on top of applicable federal and state requirements to minimize legal and financial risks

Kept accounts in balance and ran daily reports to verify totals Handled tasks and responsibilities for front office employees during periods of understaffing

Applied proper codes to invoices, files and receipts to keep records organized and easily searchable

Looked over pending check-ins and payment processes to complete closing procedures

Reported financial data and updated financial records in ledgers and journals

Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera with 100% accuracy

Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency

Updated customer accounts with add-on room charges, minibar use and room service bills

Input financial data and produced reports using Opera Concierge/Guest Service Agent Riu Plaza Hotel 11/2021 - 04/2022 Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

Assisted guests with check-ins, account inquiries and any additional services needed.

Answered guest inquiries and provided information regarding hotel services and amenities.

Provided guest assistance and recommendations for tourist attractions.

Maintained consistent positive customer feedback.

Greeted guests upon arrival and offered assistance. (657 rooms) Collected room deposits, fees and payments.

Teamed up with other departments to handle guest requirements from check-in through check-out.

Provided above-and-beyond service to guests by making outside venue reservations and setting up tours.

Concierge/Guest Service Agent Avalon Hotel - 07/2016 - 03/2021 New York, NY

Greeting All clients and guests

Checking guest in and obtaining/entering their information (279 rooms)

Courtesy call after checking guest in

Resolving guest issues and logging them into system Answering phones and setting up wake up calls

Completing daily checklist

Taking care of guest request in timely fashion along with follow up call

Preparing guest folios for departure

Assigning rooms accordingly

Setting up amenities list for VIP's

Bucket check

Credit check

Call around for rate and occupancy

Preregistering guest

Setting up future reservation upon their request

Arranging guest transportation

Purchasing tickets for theater

Recommending and making reservations for dining

Setting up Bus tours, Helicopters, Museums and other activities Balancing bank and cash drops at end of shift

Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

Investigated guest challenges and sources of dissatisfaction to offer timely resolution.

Collected room deposits, fees and payments.

Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.

Worked with team members to handle guest requirements from check-in through check-out.

Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.

Guest Service Agent Trump International Hotel 10/2013 - 03/2015 and Tower

Providing Five Star Guest Service

Checking guests in and obtaining as much information about guest to personalize their profile for future stays (187 rooms) Confirming dates booked and room type

Obtaining / updating accurate information such as billing, address, and email

Providing guest with information of points of interest with in facility, such as Gym, Pool, Business Center, Spa, Room Service, Restaurants, Concierge Service, along with their hours of operation Solving guest issues and requests in timely manner and following up with all service calls

Checking guests out, Settling accounts, and applying necessary credits Ex: American Express Fine Hotel and Resorts Confirm all charges are correct with guest, wishing them safe travels and invite them back

Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

Took reservations over phone and through email, recording guest information in computer system and verifying details. Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.

Senior Guest Service Agent Flatotel International 09/2002 - 10/2012 Greet guest checking in and perform necessary services (267 room) Assure front desk is manned and maintained at all times Review arrivals, departures, and prepare pre arrivals and blocking VIP's

Liaisons with housekeeping periodically for current check-out, stay overs, and vacancies

Credit and Bucket checks daily

Provide information about hotel and services available to guests Respond to guest complaints and request in timely fashion Receive and acknowledge reservations and cancellations Making reservations and assisting other departments as needed Receiving and giving cash as needed and balance cash draw at end of shift

PBX Duties, answering incoming call, and transfer to room or department requested

Sorting mail, sending and receiving packages, assisting guest with fax and printing

Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.

Arranged for transportation to and from airport, train station and events for visitors.

Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills. Carried out day-day-day duties accurately and efficiently. Demonstrated respect, friendliness and willingness to help wherever needed.

Bank Teller Dime Savings Bank 01/1999 - 03/2001

Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.

Managing over 75 Clients per day.

Reconciled cash drawer and resolved discrepancies. Counted and packaged currency and coins.

Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

Provided customer records, account statements and copies of checks.

Logged cashier's checks and other transactions to maintain accurate account records.

Turned in excess cash to maintain drawer security. Placed orders for customer checks and verified starting numbers. Assisted customers with compromised debit cards and issued new credentials.

Audited fellow teller currency to contribute to dual-control procedures.

Answered customer inquiries regarding account balances, transaction history, services charges and interest rates. Processed customer transactions promptly, minimizing wait times. Answered telephone inquiries on checking and savings accounts, loans and lines of credit.

Stocked supplies for customers and personal teller station. Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities. EDUCATION American Hotel & Lodging Educational Institute, Online 01/2022 Hospitality

Certificate in Guest Service Gold® Tourism Online Program Oregon Westover, Boston 01/1999

Hotel / Motel Management Certificate & Obtained GED Westover Vocational Training School

Obtained Hotel /Motel Certificate along with GED

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