Front Desk Customer Service

Monika Mahant

**** ******** **** **** *********, Edmonton, Alberta, T6K 3L2

Phone: +1-780-***-****

Email: *********@*****.***

PROFESSIONAL SUMMARY

A highly organized and customer-oriented professional with over 2 years of experience in front desk operations, guest services, and team coordination in the hospitality industry. Proven ability to provide exceptional customer service, manage reservations, and handle administrative tasks efficiently. Skilled in managing guest interactions, overseeing check-ins/check-outs, and ensuring smooth daily operations. Proficient in hotel management software, Microsoft Office, and staff training.

PROFESSIONAL EXPERIENCE

Receptionist

Holiday Inn Edmonton

January 2024 – September 2024

· Supervised and managed daily front desk operations, ensuring seamless check-ins and check-outs for 200+ guests daily.

· Led a team of 10 front desk agents, providing training and ensuring adherence to customer service standards.

· Handled guest inquiries, complaints, and special requests, maintaining a guest satisfaction score of 95%+.

· Managed reservations, room assignments, and guest billing using the hotel’s property management system (PMS).

· Collaborated with housekeeping and maintenance teams to ensure that rooms met guest expectations.

· Conducted daily audits, processed payments, and ensured accurate invoicing and billing for guests and corporate clients.

Front Desk Officer

Sandman Hotel –Edmonton

September 2024 –Present

· Assisted in managing front desk operations, including guest check-ins/check-outs, reservation management, and customer service.

· Trained and mentored new front desk staff, fostering a positive work environment and improving employee retention by 20%.

· Managed VIP check-ins and provided personalized services to repeat guests to enhance their experience.

· Implemented an efficient system for tracking guest requests and complaints, reducing response times by 30%.

· Coordinated with other departments, such as housekeeping and maintenance, to ensure prompt resolution of guest issues.

EDUCATION

Project Management and Professional Communication

MacEwan University – Edmonton, Alberta

Graduated: December 2024

Master’s Degree in Forensic Science (Specialization in Digital Forensics) MDU Rohtak, Haryana

October 2021

SKILLS & CERTIFICATIONS

· Hotel Management Software: Opera, PMS Systems

· Customer Service Excellence: Strong communication and problem-solving skills

· Staff Training & Development: Experience training and mentoring front desk teams

· Reservation Management: Expertise in handling bookings and room assignments

· Conflict Resolution: Skilled in addressing guest complaints and finding solutions quickly

· Payment Processing & Billing: Efficient at handling transactions and managing billing cycles

· Multitasking & Time Management: Ability to manage multiple tasks efficiently in a fast-paced environment

· Microsoft Office Suite: Proficient in Word, Excel, Outlook Languages

English & Hindi (Fluent)

Availability

Full-Time

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