Desk Agent Front
Resume:
Marlene Parker
Henderson, NV *****
***********@*****.***
Authorized to work in the US for any employer
Work Experience
PBX Operator/Front Desk Agent
Eden Roc Hotel - Miami, FL
September 2021 to April 2022
Receive/dispatch incoming/outgoing calls to different departments & guest related info & issues.
Manages guest in house & incoming request using Hotsos, Zingles, Team & Bartech (for mini bar) to
communicate simultaneously, & constantly fulfilling all the guest requests, resolving customer inquiries,
some billing and/or credit issues by telephone, through written communications, reporting, and/or
notification from internal/external sources. Printout reports & email necessary informations to other
departments for smoother flow of our hotel operations.
Front Desk Receptionist
SportsCare Physical Therapy - Nanuet, NY
October 2020 to June 2021
Medical Front Desk Representative: Combined with an engaging personality, the ability to maintain
organization in a busy environment is a must. I am a customer-oriented individual who is also able to meet
the following job duties, punctuality and possess the skills required for the job. Reliability, proficiency &
independence are always desirable.
My Duties Include:
• Greet and assist all patients and visitors when they enter the office
• Optimizes provider time and treatment room utilization by scheduling and re-scheduling appointments
with ease, both in-person and via telephone
• In-taking new patients; collection and data entry of complete and accurate demographic, financial &
insurance information
• Complete authorization process in a timely manner
• Relay relevant information to patients regarding scheduling and payment policies
• Collecting co-payments and past due balances
• Scanning patient documentation in a timely manner
• Protects patients’ rights by maintaining the confidentiality of personal and financial information
• Answering phones and taking/returning messages in a friendly and courteous manner
• Daily clerical tasks
Hotel Front Desk Agent
Crowne Plaza Hotel - Suffern, NY
May 2017 to March 2020
Associate, Guest Service
HILTON GARDEN INN - Glastonbury, CT
May 2007 to November 2016
Responsibilities
Greeted visitors and hotel guests with a winning attitude and smile. Offered guests' rooms per their
requirements. Replied to guest questions regarding room price, amenities and hotel services. Operated
PBX telephone system and assisted with inventory responsibilities.
Skills Used
Customer service, sales experience, confidence, and the ability to interact with people from different
businesses, backgrounds, ethnicity, and from different parts of the world. International travel experience
and adaption, living in different countries are a plus. Fluent in English and native language.
Can speak & understand basic Japanese greetings.
Associate, Guest Service
HILTON GARDEN INN - Manchester, CT
2008 to 2011
Responsibilities
Processed guests' for check in and out in timely manner, including key issuance and payment handling.
Maintained office and desk areas in clean neat condition for maximum brand and customer appeal.
Skills Used
Greeting & Guest Relations, Customer Conflict Resolution, Customer Communication, Payment
Processing & Audit, Data Recording, Reservations Management, Business Development, Staff
Teamwork
Accomplishments
Monthly Sales Leader & Most Improved Employee Award, Hampton Inn
Assistant, Mini Bar
WESTGATE HOTEL - San Diego, CA
1997 to 1998
Responsibilities
Maintained mini bar beverage stock at required levels in hundreds of hotel rooms on a daily basis.
Monitored guest consumption through manual inventory tabulation and procured new replenishment
stock in real time via 2-way radio staff communication.
Accomplishments
Certificate of Professional Achievement, Westgate Hotel.
Skills Used
Data recording, Daily Cart & Monthly Stock Inventory, Payment Processing,
Assistant, Hospitality
ICHI HOTEL - Tamuning, GU
1994 to 1995
Responsibilities
Maintained attentive formal service in elegant restaurant for international clientele. Escorted guests to
tables extending personalized courtesies. Recommended wine complements to entrées and explained
how various menu dishes were prepared.
Skills Used
Winning Attitude and Smile, and Outgoing Personality
Hostess, Cocktail Lounge
PACIFIC STAR HOTEL - Tumon, GU
1993 to 1994
Responsibilities
Established rapport with key clientele. Took drink orders and served beverages. Cleaned tables, rung up
orders and totals at the register, and checked identification to ensure customers were legal drinking age.
Accomplishments
Employee of the Month, Pacific Star Hotel
Education
High School Diploma
Manuel L. Quezon University - Manila
1983 to 1987
Skills
• English
• Cashiering
• Restaurant experience
• Guest relations
• Host/hostess experience
• Hotel experience
• Multilingual
• Microsoft Office
• Hospitality
• Phone etiquette
• Business development
• Office experience
• Microsoft Word
• Clerical experience
• Multi-line phone systems
• Organizational skills
• Cash handling
• Filing
• Insurance verification
• Sales
• Dispatching
• Microsoft Outlook
• Guest services
• Data entry
• Japanese
• Front desk
• Customer service
• Administrative experience
Assessments
Front desk agent (hotel) — Highly Proficient
September 2020
Selecting hotel rooms based on verbal requests and identifying errors in hotel data
Full results: Highly Proficient
Customer focus & orientation — Familiar
July 2021
Responding to customer situations with sensitivity
Full results: Familiar
Work style: Reliability — Highly Proficient
August 2021
Tendency to be reliable, dependable, and act with integrity at work
Full results: Highly Proficient
Sales fit — Completed
August 2020
Measures the traits that are important for success in sales positions
Full results: Completed
Administrative assistant/receptionist — Completed
November 2021
Using basic scheduling and organizational skills in an office setting
Full results: Completed
Work motivation — Familiar
July 2021
Level of motivation and discipline applied toward work
Full results: Familiar
Food service: Customer situations — Familiar
August 2021
Ensuring customer satisfaction and prioritizing tasks in a food service setting
Full results: Familiar
Advanced attention to detail — Familiar
July 2021
Identifying differences in materials, following instructions, and detecting details among distracting
information
Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
development in any professional field.
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