Customer Service Front Desk

*** ********** **. ********** **

Home 770-***-****- Cell 631-***-****

**************@*****.***

A professional with ten years experience in hospitality management, customer service, food and beverage management. Background in bartending, room division, culinary arts and auditing. A creative problem-solver and communicator, with effective interpersonal skills, excellent leadership skills, and capacity to work independently and in a team environment.

E D U C A T I O N

Associates Degree in Hospitality Management, 2009

Monroe College, School of Hospitality and Management, Bronx, New York

New York State Certification, 2007

National Bartending School

E X P E R I E N C E

Ritz Carlton, White Plains N.Y 4/2008- 1/2011

Night Supervisor/ Front desk Agent

Assist in scheduling and delegating work to the Front Desk, Reservations, PBX, Bell, Valet and Transportation departments. Make recommendations to management regarding development, training and corrective action of team members. Follow up on guest history, group block pick-ups and cut off dates. Remain current on room rates, room availability and emergency procedures.

Key Contributions

• Manage Valet Parking by scheduling drivers according to hotel occupancy, Business and Social Events, and daily restaurant and lobby lounge activity.

• Design Nightly CTE (Commitment to Excellence) newsletter with all daily reports. (Occupancy, arrivals, departures, events, VIPs arrivals.

• Prepare nightly and manage on duty reports (incidents, food &beverage figures, comp rooms, daily rate, occupancy, night audit.

• Direct In Room Dining services (order takers, servers, PBX operators and loss prevention)

• Develop and execute proper procedures for fire drill, bomb scare, food borne illness, 911 emergency, intoxicated guest services.

• Perform nightly walk checklist of property to ensure quality standards are met.

La Quinta Elmsford, NY 12/2004 – 1/2008

Front Desk Supervisor

Assisted in the training, development and direction of the Hotel Front Desk, Reservations, PBX, Bell, Valet and Transportation departments. Ensured all management directions and guest special requests or needs are properly noted. Prepared all weekly and monthly reports in accordance with required quality standards and established deadlines.

Key Contributions

• Directly supervises front office and guest services teams.

• Carry out supervisory responsibilities in accordance with the hotel’s policies and applicable laws

• Interviewed, hired, trained employees. Delegated work assignments, appraised performance; rewarded and disciplined employees. Addressed complaints and resolved problems.

• Maintained appearance standards as outlined in departmental and TRC policies.

• Provided information and explain Players Club benefits, property amenities & marketing programs to our guests.

Wellesley Inn, Elmsford, NY 11/2000- 12/2004

Concierge/Front Desk

Greeted customers, checked them in and out and responds to inquiries with accurate information regarding hours of outlet operation, hotel services, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc.

Key Contributions

• Process guest reservations, registrations, payments, and departures.

• Handle collection efforts of all in house balances and notified management of potential liabilities.

• Balanced all cash, check, credit card and city ledger accounts through verification. Shift reports and performed audit functions if assigned.

• Responsible for thorough understanding and effective performance of property management system.

• Maintain and organize work area and clean model, lobby and Front Desk area daily.

• Responded to all guest requests and follow through to assure satisfactory outcome and compliance.

BEEF STEAK CHARLIE’S, Elmsford, NY 3/1998 - 05/2000

Bartender

Maintained a clean, safe environment for guests and coworkers alike, Utilized computers for entering and closing guest checks, Delivered food and drink (alcoholic and non-alcoholic) used chemicals in cleaning and sanitizing assigned areas of the restaurant and/or kitchen.

Key Contributions

• Mix ingredients to prepare cocktails and other drinks, wash glassware and utensils after each use.

• Pour wine and beer, Collect payment and operate a cash register, Serve food to customers seated at the bar.

• Check identification of customers to make sure they meet age requirements for purchase of alcohol and tobacco products.

• Determine when a customer has had too much alcohol, Clean up after customers and clean work area.

T E C H N I C A L S K I L L S

Proficient in the use of Microsoft Word, Excel, PowerPoint, Publisher, Windows, PMS, Lisa, Night Vision, Opera, and the Internet, Micros, Access

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