Front Office Desk
Resume:
CONTACT
Phone
****@*****.***
SKILLS
• Customer ser ce
• Effective istening
• Time management
• Problem-sol ng
• Customer relations
• Adaptability and flexibility
• Problem resolution
• Professional telephone demeanor
• De-escalation techniques
• Call management
• Complaint handling
PROFESSIONAL SUMMARY
Proven ability to pro de excellent customer ser ce and resolve customer complaints in a timely manner. Possesses strong problem-sol ng skills and the ability to multitask in a fast-paced en ronment. Aiming to leverage my abilities to successfully fill the role on your team.
EXPERIENCE
Customer Ser ce Representative
Holiday Inn Capital
Front Office Associate
American Inn of Bethesda
Front Desk Agent
Comfort Inn
Jun 2016 – Dec 2024
Washington
Ha ng a working knowledge of all types of indi duals and how to solve their problems in the most knowledgeable and professional manner
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• Gi ng the best customer ser ce at all times
• Handled confidential documents with discretion and accuracy.
• Resolved customer issues in a timely manner while maintaining professionalism.
• Answered incoming calls in a friendly and professional manner.
• Answered questions and concerns regarding company products, ser ces and prices.
• Maintained a high level of professionalism when dealing with difficult customers.
• Handled customer complaints and inquiries in a courteous and efficient manner. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
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Respond to customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
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• Resolved customer complaints promptly and efficiently. Handled escalated calls professionally by listening carefully to the needs of each indi dual customer before offering appropriate solutions.
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• Read from scripts to promote uniformity and consistency in communications. Apr 2014 – May 2016
Bethesda
• Greeting guest and gi ng the best customer ser ce possible
• Pre-registration and interacting with the guest, making key cards
• Assisting with group registration and ensuring everything is taken care of Answering telephone calls, directing calls, and responding to emails in a timely manner
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Working with guests on a professional manner and understanding how to help in a knowledgeable manner when sol ng their problems.
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May 2013 – Feb 2014
Silver Spring
• Greeted and welcomed guests in a warm and friendly manner. VIOLA HOFF
Customer Ser ce Representative
J. C. Penney Company, Inc.
Reservationist/Customer Ser ce Agent
Marriot Worldwide Reservation Center
Answered and managed incoming and outgoing calls, taking accurate messages to relay to staff/guests.
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• Multitasking: Registering guest, assigning rooms, keys and answering phones
• Being able to accurately inform guest about hotel facilities
• Ha ng the ability to work with frustrated customers
• Excellent communication skills.
• Conducted regular audits of front desk operations to ensure accuracy and efficiency. Obtained reservation information and followed rate ratios to accurately charge customers.
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Utilized extensive knowledge of rates, packages, and special promotions to drive sales.
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Jun 2009 – Mar 2013
Wheaton Crest
• Working in a fast-paced en ronment
• Answering the phones and taking online orders at the desk
• Being able to maintain excellent customer ser ce
• Communicating at all times openly and professionally.
• Handled customer complaints and inquiries in a courteous and efficient manner.
• Processed orders, returns, and exchanges in an accurate and efficient manner.
• Followed up with customers regarding product functionality and overall satisfaction. Mar 2006 – Apr 2009
Bethesda, MD
• Answering about 75 + calls per day
• Updating customer profiles, answering guest inquiries about hotels around the world
• Responding to inquiries a email or phone
• Being able to explain the amenities of national and international hotels
• Answered phones to assist customers in making, altering, or canceling reservations. Updated customer records with current contact information, preferences, and special requests.
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• Assisted clients in planning and coordinating reservation needs. Ad sed customers of ongoing promotions or available upgrades to enhance experience.
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Contact this candidate