Customer Service Administrative Assistant

SHAFAQ ZEHRA

**** ****** ***** ******, ***** 214-***-**** **************@*****.***

SKILLS:

Skilled user of Microsoft Excel, PowerPoint and Word

Excellent customer service provider

Works great independently, as well as within teams

Strong eye for detail Goal Driven

Able to prioritize and manage workloads in a time constrained environment EXPERIENCE:

Hilton Garden Inn Frisco 10/05/2021 – Present Front Desk Agent

•Handles administrative assistant

•Follows company policies and procedures.

•Books guest reservations and/or coordinates with reservation center

•Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests

•Handles confidential information, including guest records, with a high degree of integrity

•Handles order supplies

•Answers and routes call as appropriate; takes guest messages with accuracy

•Assists with sales and marketing efforts as directed by the Front Office Manager

•Offers and properly handles requests for wake-up calls

•Records pertinent guest information in the pass on log

•Replenishes Market pantry as needed and keeps the area clean

•Ensures common area/lobby is clean

•Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.

•Answers phone in a prompt, efficient, and friendly manner.

•Promotes hotel services, facilities, and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.

•Answers guests’ questions about the property and amenities and are able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.

•Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.

•Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.

•Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

•Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings paid-outs, charges and check-outs.

•Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier’s report, prepares deposit and counts cashier bank.

•Balances cash bag at open and closing of each shift.

•Hilton Garden Inn Las Colinas 03/17/2019 – 03/17/20 Front Desk Agent

• Greeting and assisting guests

•Upselling rooms and promoting hotel services

•Answers and routes call as appropriate; takes guest messages with accuracy

•Assists with sales and marketing efforts as directed by the Front Office Manager

•Offers and properly handles requests for wake-up calls

•Records pertinent guest information in the pass on log

•Replenishes Market pantry as needed and keeps the area clean

•Ensures common area/lobby is clean

•communicating with hotel staff to ensure guests are accommodated in a timely manner

•Kroger 05/01/2017 03/15/2019 Customer Service Representative

• Operating switchboard

•Create an environment that enables customers to feel welcome, important and appreciated, to be able to respond to questions, make suggestions and locate products throughout the department/store, and offer product samples to help customers discover new items.

•Money services

•Collecting and distributing parcels

•Al – Hamza Group 12/01/2011 05/01/2013 Receptionist

Obtain and process product orders, including receiving deliveries, registering them and distributing packages and letters within the company

Maintain the company stockroom through organizing, cleaning and cataloging items on a regular basis

Schedule large shipments and plan logistics to ensure that there is sufficient storage space for incoming items and staff on hand to manage the shipments

Keep files of goods shipped and received by preparing regular shipping and receiving reports for managers

Handle issues arising in shipping or inventory handling

Ensure adherence to environmental management and systems

Trouble shoots shipping issues and customer complaints that arise and work to solve them

• Answering and routing phone calls Scheduling meetings

Contact this candidate