Front Desk Customer Service

K Keva Jones

240-***-**** *************@*****.*** Glen Burnie, MD 21061

SKILLS

Credit Card Payment

Processing

•

Customer and guest

Relations

•

Team building and

Supervision

•

• POS system operations

Issue resolution, conflict

and complaint

management

•

• Hospitality services

Guest check-in and check-

out procedures

•

Oral and written

communications

•

• Customer service

• Room assignments

• Quality assurance

PROFESSIONAL SUMMARY

Customer Service Representative exceptional oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. My career consists of being employed as an Office Manager; Front Desk Assistant Manager, Customer Service Specialist, Sales Consultant, Night Auditor and Front Desk Clerk with 30 years of relevant experience. WORK HISTORY

August 2024 - December 2024

Front Desk Supervisor, Hyatt Place, Baltimore, Maryland October 2021 - January 2022

Customer Service Representative, XPO Logistics, Greencastle, PA August 2021 - October 2021

Night Auditor/Front Desk Agent, Country Inn & Suites by Radisson, Hagerstown, MD June 2006 - April 2020

Office Manager, Al And Sons Cleaning Services LLC, Frederick, MD Managed staff and overseeing the daily tasks and routine of the front desk, responding to guest inquiries, coordinating reservations, allocating rooms, checking the guest preferences and special requests, ensuring proper check-ins and check-outs adhering to all policies, procedures and regulations set forth by the company, maintaining customer satisfaction by ensuring the guest has a quality experience and interaction with the hotel

•

Scanned the bill of lading, properly filed the Bill of Lading, answered multi-phone lines, responded to current and future customers' emails in a timely manner, searched the loading docks for any lost, over, short and/or damaged packages and freight, effectively resolved any customers' complaints or issues and efficiently answered inquiries

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• Managed timely and effective replacement of damaged or missing products

• Properly processed any credit card payment discrepancies

• Compared, counted and calculated the closing revenue for that day's total for the rooms

• Completed work using Microsoft Office, Excel and the Opera System Platform

• Received inbound calls from multiple phone lines

• Working simultaneously with check-ins from previously made reservations from guests

• Responded to guests' emails for reservations as well as guests' walk-ins

• Completed checkouts and handled group accounts room assignments Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies

•

• Assisted with accounts payable, accounts receivable and payroll June 2001 - June 2006

Front Desk Assistant Manager, Mount Vernon Hotel, Baltimore, MD Processed credit card payments, updated accounts, and alerted customers if there were any issues with the payment

•

Completed the clients' contracts and balanced their accounts; Proofread all documents; Clearly and precisely explained any answers to clients' questions

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• Completed all the essential office duties for all clients

• Answered phone calls; made calls to clients and for deliveries of supplies etc

• Created weekly employees' work schedules

Specifically worked with the Sales Department with all group accounts Processed credit card payments for customers

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• Very politely greeted all guests; Checked in and out guests

• Preassigned all VIP guests' rooms; Blocked all rooms for group arrivals Attended to the needs of guests; Performed responsibilities of a Concierge; (answered inquiries and questions arranged any transportation, suggested entertainment and recommended some of the attractions, etc.)

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Attended weekly managers meetings; Created an awesome place of warmth and welcome with great quality of 100% customer service

•

EDUCATION

November 2023

Microsoft Excel Course, Excel I And II Certificates Hagerstown Community College, Hagerstown, MD

August 2008

Business Administration, No Degree

Anne Arundel Community College, Arnold, MD

REFERENCES

Alfred, Helms Jr., Owner, ***********@*****.***, 240-***-****, Al and Sons Cleaning Services LLC, Previous employer, 2006, 2020, Hagerstown, Maryland, 21740

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