Dynamic Front Desk Agent with Hospitality Excellence

Kathleen Johnson, Front Desk Agent

Aurora, *****, USA, 970-***-****, ********************@*****.***

SUMMARY Dynamic Front Desk Agent with over 7 years of extensive experience in hospitality. Proven track record of enhancing guest satisfaction scores by managing efficient check-in/check-out processes and resolving inquiries promptly. Notably increased revenue by 20% through upselling strategies at Ramada Inn, while leading a team to achieve a 95% guest satisfaction rating. Committed to fostering positive guest experiences and operational excellence, uniquely positioned to contribute to the success of any hotel environment. WORK EXPERIENCE

04/2025 – 10/2025 Front Desk Agent, ANR Lodging LLC Greenwood Village Delivered exceptional customer service, elevating guest satisfaction scores. Managed check-ins and check-outs efficiently, optimizing operational flow. Resolved guest inquiries promptly, cultivating loyalty and encouraging repeat business.

Upsold hotel amenities, enhancing revenue per guest during stays. Coordinated with housekeeping to ensure timely room readiness for guests. Handled billing and payment processes accurately, minimizing errors. Trained new staff on front desk procedures, boosting team performance. Maintained a welcoming atmosphere, fostering positive guest experiences. Utilized booking software to optimize room assignments and availability. Collaborated with management to implement guest feedback for service improvement.

Improved satisfaction scores by a notable half point. 10/2022 – Present Personal Assistant, Sally Chick Aurora Managed communications, enhancing client relations and satisfaction. Implemented efficient filing systems, reducing retrieval time by 50%. Handled confidential information with discretion and integrity. Developed comprehensive reports that improved decision-making processes.

Maintained a positive office culture, fostering teamwork and morale. Assisted in coordinating appointments and managing household operations. Provided technology training to staff, enhancing operational effectiveness. 05/2017 – 09/2017 Front Desk Supervisor, Ramada Inn D.I.A. Denver Led a team to achieve an impressive 95% guest satisfaction rating. Streamlined check-in processes, reducing wait times by 30%. Implemented upselling strategies, increasing revenue by 20%. Trained staff on customer service excellence, enhancing team performance. Resolved guest complaints swiftly, significantly improving retention rates. Managed front desk operations, ensuring seamless daily functions. Coordinated with various departments to enhance guest experiences. Developed training programs, boosting staff efficiency by 25%. Monitored inventory and supplies, reducing costs by 15%. Achieved recognition for outstanding service in quarterly reviews. Revamped and implemented a new Audit Program and system. 09/2010 – 12/2010 Front Desk Agent, La Quinta Inn & Suites Houston Delivered exceptional customer service, enhancing guest satisfaction scores.

Managed check-ins and check-outs efficiently, improving operational flow. Resolved guest inquiries promptly, building loyalty and encouraging repeat business.

Upsold hotel amenities, increasing revenue per guest during visits. Maintained accurate records, ensuring seamless communication across departments.

Trained new staff on front desk procedures, enhancing team performance. Handled cash and credit transactions securely, minimizing discrepancies. Coordinated with housekeeping to ensure timely room availability for guests. Implemented feedback systems, driving continuous service improvement. Promoted local attractions, enhancing guest experiences and satisfaction. Managed several large Direct Bill Accounts.

Acted as Manager whenever needed.

12/1996 – 05/1997 Cashier, Hugh M Woods Aurora

Processed transactions efficiently, enhancing customer satisfaction. Achieved a 20% increase in upselling through effective product recommendations.

Maintained a balanced cash drawer with 100% accuracy. Trained new cashiers, improving team performance and service speed. Resolved customer inquiries, boosting loyalty and encouraging repeat business.

Implemented promotional campaigns, driving sales growth by 15%. Utilized POS systems to streamline checkout processes effectively. Collaborated with management to optimize store layout for sales. Monitored inventory levels, reducing stock discrepancies by 30%. Received 'Employee of the Month' for outstanding service and sales results. Stood by the company until its closure, witnessing the day the store closed for the last time.

EDUCATION

1994 – 1997 William C Hinkley High School

Diploma

Colorado

Achieved Diploma with Distinction in relevant field. Received 'Best Project' award for innovative design. Participated in academic conferences and workshops. SKILLS office 365 Data Entry

PBX Hotel Operating Systems

any and all aspects of running a

hotel

POS

Presentation Customer Service

Organizational skills

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