Guest Services & Concierge Professional

PHONE 646-***-**** • E-MAIL ***************@*****.***

CASSANDRA A. EVELYN

PROFESSIONAL PROFILE

Highly organized analytical professional with superior goal setting, decision-making, and problem solving skills. 15+ years experience in customer service, guest relations, account management and hospitality. Solid reputation for having positive impact on both internal and external support and overall productivity. Keeps pace with changes in various industries and evolving needs. Strong ability to identify, develop and sustain a network of people and other resources for tasks. Able to execute strategic initiatives in a methodical approach.

PROFESSIONAL EXPERIENCE

December 2014 - Present Wyndham Midtown 45 Resort – New York, NY

Guest Service Agent/Concierge

Greet and welcome all Vacation Owners approaching the Front Desk

Maintain proper operation of the PBX console

Answer guest inquires about hotel services, facilities and hours of operation in a timely manner

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms

Review front office log and trace file daily

Answer any booking inquires from guests regarding restaurants, transportation, and entertainment

Follow all cash handling and credit policies

Handle check-ins and checkouts in a friendly, efficient and courteous manner

Use proper two-way radio etiquette at all times when communicating with other employees

Able to operate all relevant aspects of the Front Desk computer system

Complete a bucket check, room rate verification report, and housekeeping report

Balance and prepare individual paperwork for closing of shift according to hotel standards

Maintain and market promotions and guest programs

Provide guests with information about attractions, facilities, services, and activities in or outside the property

Make guest reservations for air or other forms of transportation when requested

Coordinate guest requests for special services or equipment with the appropriate department.

Handle guest complaints and solve problem to the degree possible.

May 2013 – July 2014 Omni CNN Atlanta – Atlanta, GA

Group Rooms/Revenue Coordinator

Worked closely with Director of Revenue Management (DORM), Front Office Manager, Conference Planner and Sales Managers

Attended weekly group resume, issue prevention, convention services/revenue and group pre-con meetings

Managed contracted group to meet their block goals and ensure groups are not exceeding without authorization

Uploaded group rooming list any secondary rooming list updates and changes

Ensured group’s rooms, suites and VIP’s assignments according to group contract

Communicated with other departments in regards to group cute off dates, hotel availability, rates and any special group request

Reviewed nightly billing no shows, late cancelations, prepaid nonrefundable deposits and refunds in a timely manner

Processed credit card authorization forms, checks and money wire

Handled reservations amendments rate change, direct billing and updating group’s and third party block profiles

Processed all travel agents and group commission and rebate requests weekly

Ensured correct rate, package allocations and setup billing routing

Grouped audits for maintaining group history and tracking purposes

Kept groups within contacted numbers and sending daily group pickup reports to group contact

Communicating with other departments in regard to group cut off dates availability, changes, VIP’s and special request

Booking in house group reservations and maintain an ongoing relationship with loyal clientele

May 2012 – March 2013 Meliá Hotel Atlanta – Atlanta, GA Event Group Sales Coordinator

Supported and assisted the sales department and sales and marketing director in daily administrative duties

Notified sale and marketing director on pricing specials to encourage new client growth

Participated in trade shows by setting up a booth and soliciting travel agencies

Developed and updated leadership schedule and calendars

Booked travel arrangements such as air, hotel, and ground transportation in and out the country

Prepared expense report and submitting reports to accounting for sales mangers reimbursement

Ensured repeat business and follow up with each client to ensure they received a good experience

Arranged dates for the conventions or events with the client

Used viral marking techniques to drive new business by utilizing the emails captured through the hotel's website, passkey and using social networking sites to gather new clients

Interacted with guests, clients, and associates to ensure excellent guest service and to communicate the goals of the department

Received incoming calls, handling guest and associate requests, maintaining various tracking and filing systems, generating reports and acting as a liaison between departments

Created proposals and contracts for sales managers and clients

Tracked data and formulated reports for each sales mangers market’s productivity

Managed all TTO, sports, entertainment and major group room blocks

Reported group pick up data to sales managers and client

Arranged bus parking permits for all major groups arriving on charter and tour buses

Submitted commissions and rebate amounts to accounting after a group actualized

March 2011 – May 2012 Emory Conference Center and Emory Inn Hotel – Atlanta, GA

Front Desk/Convention Service Agent

Pre-registered assign incoming hospital patients and families base on special needs and request

Checked for patient’s medical supplies and other special requests are placed in the room

Booked reservations for patients, conference meetings groups and third party reservations

Preformed credit check, verified sufficient credit for each guest, resolved all credit issues and refunds

Ensured online third party and direct bill reservations have been charged advance deposits

Responsible for faxing, copying and printing meeting documents for meeting attendees

Arranged car services from and to airport and booking fine dining for Atlanta restaurant

Distributed letters and currier packages for guest and meeting attendees

April 2010 – February 2011 Holiday Inn University – Charlotte, NC

Front Desk Agent

Created and set up direct billing accounts for third party reservations for Norfolk Southern, Delta Airlines, Expedia, Hotwire and Priceline

Closed out direct bill accounts, taking payment, settling monthly group event accounts and creating new accounts for the new billing period

Created daily and monthly airport shuttle schedule for airline arrival and departure and provided aircrew with wake-up call times for departures

Prepared and distributed airline crew financial allowance

Posted airline crew daily financial deductions to master account

Assigned rooms for aircrew, preparing keys and crew sign in sheets for aircrew arrivals

September 2010 – April 2011 Westin Hotels and Resorts – Charlotte, NC

Front Desk Agent

Served as liaison between Westin and third party sales companies such as Travelocity, Hotwire and Orbitz

Supported Sales in opening new accounts and by personally taking care of new accounts by providing tours of property

Ensured guest rooms and banquet rooms were up to company standards

Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service

September 2002 – April 2010 Brooklyn Bridge Marriott – Brooklyn, NY

Front Desk Agent/PBX Operator/Concierge/Banquet Server

Trained new employees on hotel computer system, company policies

Provided tips and programs for better customer service

Assisted guests with reservations; Understood and solved guests issues

Answered high volumes of calls daily volume

Maintained secretarial duties as needed, such as, faxing documents, photo copying, and filing

EDUCATION

2001 - 2002 New York Tech Brooklyn, NY

Major: Hospitality

INTERNSHIPS

Marriott “High Standard of Excellence for Hospitality” (2001 – 2003)

HONORS & AWARDS

Received Marriott “Spirit to Serve” Award: Due to recognition from numerous guests for my top customer service

ADDITIONAL SKILLS & COMPETENCIES

Microsoft Word

Marsha

LightSpeed

Access

PowerPoint

Adobe

Excel

Outlook

PMS

Opera

Galaxy

Focus

Citrix

PBX

Epitome

Passkey

Saflok

Fosse

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