Customer Service Front Desk

MARIA MALAFRONTE

206-***-**** *********@*******.***

Issaquah, WA 98027

EDUCATION: Central Washington University

Class of 2018 – Bachelor of Science in Recreation, Tourism and Events Management

RELEVANT SKILLS:

Leadership, Reliability, Communication, Organization

EXPERIENCE:

Salish Lodge & Spa, Snoqualmie WA

Front Office Agent August 2024 – August 2024

Working knowledge of the front desk, efficiently handling the check-in and checkout processes according to hotel procedures and standards.

Knowledgeable and proficient with the property management system.

Operate the PBX and Radio paging system according to procedures.

Establish appropriate credit at time of guest check-in; issues room keys and familiarizes guests with the services and areas of the property.

Manages guest concerns effectively, keeping in mind both the guest’s needs and business objectives.

Use discretion and professionalism in resolving guest conflicts and use good judgement to consult with management if assistance or follow-up is needed.

Makes restaurant, transportation, activity, or entertainment reservations on behalf of the guest.

Metropolitan Market, Mercer Island WA

Guest Service Lead (Store Manager) Feb 2024 – August 2024

Maintains high-quality standards in customer service, cash handling and store operations; ensures efficient operations and effective coordination of front-end activities

Ensures health, safety and sanitation guidelines are followed while working with all products

Effectively maintains and coordinates front-end staffing to best service customers; tracks attendance and takes action as needed

Ensures effective communication between the front-end and other departments

Oversees cash handling procedures; transfers money to cash tills; pulls tills at shift end; ensures accuracy of the safe

Leads and readily participates in product promotions and focuses

Provides outstanding customer service and readily communicates product information to increase sales and meet revenue goals; uses product information to increase sales and best service customers

Leads by example and provides employees with clear expectations and timely feedback.

Trains Front End team members and provides performance feedback, coaching and counseling

Costco Travel, Issaquah WA

Cruise Agent August 2021 – Jan 2024

Assists Costco members in a friendly and efficient manner with cruise reservations

Effectively communicates members needs to other support departments

Works on outbound projects that have more complex issues

Attentively work with escalated members to meet their needs and resolve issues

4 million dollars in sales in FY23.

1700+ calls and 400+ bookings in FY23.

YMCA, Sammamish WA

Youth Program Development Lead February 2021 – August 2021

Provided learning enrichment, recreation, teamwork and social skills

Planned and implemented curriculum in accordance with the YMCA

Professionally communicated confidential and evaluative information with parents/guardians

Amazon, Kent WA

Warehouse Associate, September 2019 – October 2020

Learning Ambassador – Led teams of 10+ to develop new Amazon-centric skills

Non-Inventory Control Specialist –Effectively led 10+ departments to meet procurement goals

Safety Specialist – Completed audits and ensured 500+ associates were meeting safety protocol

Central Washington University, Ellensburg WA

Intramural & Athletic Department Intern, January 2018 - June 2018

Social Media Facilitator- utilized Hootsuite, Twitter, Facebook and Instagram

Recruited 200+ student followers on social media and increased participation by 25%

Implemented new intermural programs for the CWU Intramural Sports Department

Kiawah Island Golf and Beach Resort, Kiawah Island, SC

Recreation Intern, May 2017 - September 2017

Planned large scale Fourth of July Events attended by 10,000+ guests.

Supervised and facilitated programs for groups of 50+ children daily

Plan, organized, and facilitated daily programs for 600+ guests.

Communicated with other resort departments to ensure events ran smoothly.

World Market, Redmond, WA

Customer Service Representative, December 2016 - April 2017

YMCA, Seattle, WA

Outdoor Day Camp Counselor, June 2015 - August 2015

Remlinger Farms, Carnation, WA

Manager, Children’s Pony Farm, June 2009 - September 2014

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