Front Desk Reservations Agent
Resume:
+1-242-***-**** ******************@*******.***
Spice Street, Pinewood Gardens, Nassau
SHANTHE
MCHARDY
EXPERIENCE
Concierge & Guest Relations Attendant 03/2024 - Present Grand Hyatt New Providence
Making dinner reservations, transportation reservations, cabana bookings, in-room amenity orders for clients based on their requests
Answering phone calls and emails from guests needing assistance Recommending places to go and things to do for guests while they are traveling Sorting out any issues that may arise with guests reservations Maintains knowledge of hotel policies
Cross trained with the front desk so I am able to upsell rooms based on availability Reservations Agent 01/2022 - 03/2024
The Dunmore Harbour Island, Eleuthera
Making room reservations for clients based on their various requirements and budgetary allowances
Checking the availability of accommodation on the clients desired travel dates Processing payments and sending confirmation details to clients Sorting out any issues that may arise with bookings or reservations Answering any questions or concerns clients may have about the reservation process via email or telephone
Up-selling when appropriate by informing clients of upgraded room accommodations Providing support to clients who may need to amend or cancel a reservation Keeping updated files on deposits made as well as refunds, forfeits and rescheduled reservations
Maintains knowledge of hotel policies and hotel investors Complete daily processing procedures including batch and balancing responsibilities as well as end of day process/night audit process on Roommaster Software Train new hires on Reservation Protocols
Prepare weekly reports on monthly occupancy
Prepare arrival/stayover/departure reports bi-weekly Gift shop agent 02/2019 - 01/2022
The Dunmore Eleuthera
Greeted all customers with a friendly and courteous manner and answered any questions they may have had
Made product recommendations or services to customers based on their needs and preferences
Attended to customer queries and requests and communicated with management as needed for customer complaints
Handled payment transactions and ensured that the credit card terminal and cash balanced at the end of shift
Stocked shelves in an efficient and organized way
Creatively placed merchandise on counters or tables to promote visibility and sales Received and counted stock items monthly and recorded data manually or used a computer Marked stock items using identification tags with descriptions and prices Determined proper storage methods, identification, and stock location based on turnover, and physical capabilities of facilities
Front Desk Agent 06/2021 - 01/2022
The Dunmore Eleuthera
Kept front desk tidy and presentable with all necessary material (pens, forms, paper etc.) along with the lobby and shared areas
Performed all check-in and check-out tasks
Welcomed guests upon their arrival and assigned rooms Posted charges to appropriate guest accounts
Responded to clients' complaints in a timely and professional manner Completed daily processing procedures including batch and balancing responsibilities for Front Desk, Reservations and Food and Beverage as well as end of day process/night audit process on Roommaster Software and POS
Communicated with our housekeeping staff to ensure all rooms are clean, tidy and fully- furnished to accommodate guests' needs
Answered all incoming calls and redirected them if needed Received letters, packages etc. and distributed them accordingly Maintained updated paperwork of guests that have checked in and out Organized airport transport services for guests at their requests Assisted with other duties as assigned such as dinner reservations, boat charters and golf cart rentals
SUMMARY
Customer service representative with 8+
years of experience dealing with different
customers and resolving different
complaints, issues and inquiries I am an
energetic, self-motivated, reliable,
responsible and hard working person. I am
able to work well in either a team
environment or using my own initiative. I
am a very quick learner and I don't believe in
turning down a challenge Elevated myself in
one company from being a Gift Shop Agent
to Front Desk Agent and then to being a
Reservations Agent all within four years due
to my hardwork and dedication.
LANGUAGES
English Advanced
SKILLS
DocuSign Microsoft Office
Strong Oral and Written
Excellent Communication Computer
Telephone Credit Card Terminal Scanner
Printer
Opera and Colleague Advantage Skills
Outlook
Self-disciplined and Self Motivated
Management Skills Quick Learner
Filing and Organizational Skills
Teamwork and Leadership Skills
Room-master and POS Skills
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EXPERIENCE
Assistant 06/2020 - 10/2021
EYE CANDY Eleuthera
Opened and closed the store independently
Scheduled and confirmed appointments for clients
Operated the cash register and processed transactions Assisted with inventory management by counting, ordering and restocking items Created posters for events and promotional items sold in store Prepared the work station at the store for the makeup artist Traveled with the artist to be of assistance
Thoroughly sanitized work station, tools and equipment Barista/Cashier 03/2016 - 01/2018
Cocoa Coffee Eleuthera
Opened and closed the store independently
Prepared beverages such as Specialty Espresso Drinks, Coffee, Tea, Juice and Smoothies Managed cash and credit card sales transactions
Trained new employees
Provided excellent customer service by taking orders and serving food and drinks to customers Checked each incoming invoice for accuracy and maintained invoicing log Balanced cash register and prepared bank deposits and daily report sheets at the end of the day Massage Therapist 09/2015 - 07/2017
The island spa Eleuthera
Harbour Island, Eleuthera
Opened and closed the spa daily
Kept spa clean and organized
Provided nail care services including manicures and pedicures Provided massage therapy services including Deep Tissue, Swedish and Reflexology Massages Worked as a receptionist where duties included making appointments, handling cash and credit card transactions, making and receiving phone calls, and providing answers to customer's questions
EDUCATION
High School Diploma 06/2015 - 06/2015
NGM Major High School Buckley's, Long Island
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