Customer Service Guest

Briana Walker

Chicago, IL 773-***-**** *********@*****.***

Professional Summary

Guest Service Professional with 6+ years in hospitality and customer service, including experience in high-volume call environments, hotel reservations, and conflict resolution. Proven ability to deliver seamless guest experiences through strong communication, multitasking, and problem-solving skills. Skilled at using reservation and POS systems, maintaining service excellence, and resolving guest concerns in a professional and empathetic manner. Seeking to contribute to Marriott’s mission of delivering world-class hospitality. Core Skills

• Hotel Reservations & Cancellations

• Guest Relations & Hospitality Service

• Front Desk Operations (Remote & On-Site)

• Conflict Resolution & Complaint Handling

• Customer Retention & Satisfaction

• POS & Hotel Management Systems

• Effective Communication & Active Listening

• High-Volume Call Handling

• Multitasking & Time Management

• Cross-Departmental Collaboration

Professional Experience

Omaha Reservations — Remote Guest Service Representative May 2022 – Sept 2024

• Handled 50+ daily guest calls, ensuring accurate reservations, confirmations, modifications, and cancellations.

• Delivered top-tier customer service by addressing guest inquiries and resolving concerns professionally.

• Coordinated with internal departments to ensure guest needs were fulfilled efficiently.

• Maintained accurate guest records and ensured consistency by adhering to service scripts and policies.

• Assisted guests with payment issues and billing inquiries while maintaining compliance with hotel standards.

Alight Solutions — Remote Customer Care Representative Nov 2021 – May 2022

• Delivered customer support to 50+ clients daily, ensuring satisfaction through accurate and timely resolutions.

• Explained coverage options and services with clarity, promoting retention and trust.

• Updated customer profiles, ensured database accuracy, and maintained detailed call logs.

Five Below — Sales Associate

July 2021 – Feb 2022

• Assisted customers with product location, pricing, and returns in a fast-paced retail environment.

• Processed transactions accurately and maintained a welcoming shopping experience.

Target — Guest Advocate

Aug 2020 – Mar 2021

• Greeted and assisted guests while promoting store services and resolving issues to maintain satisfaction.

• Performed front-end operations including checkouts, returns, and exchanges. Gareda Home Care Services — Home Care Assistant

Apr 2020 – Feb 2021

• Supported clients with mobility, appointments, and daily tasks, ensuring comfort and safety.

Jewel-Osco — Cashier Clerk

Aug 2019 – Nov 2020

• Managed financial transactions, resolved customer questions, and maintained checkout efficiency.

McDonald’s — Crew/Cashier

Aug 2017 – July 2018

• Provided quick, courteous service during peak hours and upheld food safety standards.

Mariano’s — Bagger/Cashier

Nov 2016 – Aug 2017

• Supported checkout efficiency, helped with returns, and maintained clean front-end operations.

Education

Youth Connection Charter School, Chicago, IL

High School Diploma, June 2018

Illinois State University, Bloomington, IL

Coursework in Developmental Psychology, Aug 2018 – May 2019 Technical Skills & Tools

Zoom Hotel Reservation Software Microsoft Office Suite POS Systems Remote Call Systems

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