Front Desk Agent/Customer Service

ROBERT B. ERDLEY

**** ********* ***** • Arlington, Texas • 76013

214-***-**** ********@*****.***

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Objective: Seek the Position of Front Desk Clerk/Customer Service Guest Agent

SUMMARY: Profoundly Talented and resourceful Hotel Concierge/Front Desk Clerk with more than six years experience assisting guests with reservations, area locations and any other personal needs they may have.

Summary of Qualifications

• Outstanding customer service skills and great ability to understand customers' needs.

• Strong decision making ability.

• Possess excellent organizational, communication and selling skills.

• Proficient with computer skills.

• Exceptional ability to learn and work on multiple systems.

• In-depth ability to follow instructions and establish procedures.

• Profound ability to be proactively accessible and responsive to all customers, using a variety of methods, including physical availability on the floor, bulletin boards, and demonstrations.

• Superior spelling skills and ability to perform simple math operations (addition, subtraction, multiplication, and division).

• Uncommon ability to take a creative and analytical approach to problem-solving.

• Excellent interpersonal skills and ability to communicate effectively with customers, other team members and leadership.

• Deep understanding of department operations.

• Complete awareness of hotel trends and industry trends.

• Great knowledge confidentiality of external and internal guest.

• Huge knowledge of hotel services, local events and venues and transportation options.

Professional Experience

Kerzner International Resorts/Atlantis, Plantation FL 33324

06/2002-07/2003

Manager of Reservation Administration

• Managed and implemented daily and promotional room rates in reservation system in coordination with the Sales and Inventory Management Teams.

• Assisted with guest request for scuba diving tours, sight-seeing, other travel arrangement.

• Maintained filling system of previous promotional and excursion rates

• Supervised, Coached, mentored staff and employees.

• Handled customer and tenant requests for information and services.

• Responsible for obtaining all information on local events and entertainment on a weekly basis.

• Put customer service first.

• Ensured that customers receive the highest quality of service in a caring and compassionate atmosphere.

• Maintained a file on Community services including transportation sources, accommodations, and referral contacts.

• Exercised judgment while handling guest inquiries, and responded promptly with accurate and thorough information according to the individual needs of guests.

• Appropriately arranged and confirmed recreational, dining, and/or business activities for both inside and outside the property.

Carnival Cruise Lines, Miami FL 33178

1991-1994

Reservationist

• Made reservations for Travel agents via reservation system.

• Maintained existing reservations and processing credit card and check payments via reservation system.

• Up-selling cabins/rooms

• Sold shore excursions and other local attractions.

• Assessed whether any guest relocation was necessary.

• Volunteered for Off Operations desk to assist with other travel arrangements when necessary

• Followed established key control policy.

• Ensured proper credit policies were followed.

• Ensured the proper completion of the reservations

• Handled guest situations as they arose in a calm professional manner.

• Assisted guests with services and requests.

• Performed all other duties as directed by immediate supervisors.

Special Accounts Desk

1994-1995

• Made reservations for Carnival Cruise Lines top producing Travel Agents by using expedited and express booking procedures.

• Offered special discounts and promotional rates.

• Delivered exceptional customer service while maintaining confidentiality.

• Participated in extensive training programs to ensure booking productivity and guest request.

• Worked with Air and Sea department for unusual or exceptional travel arrangements.

• Obtained additional information for travel agents when clients requested more private land/shore excursions and entertainment.

Customer Service Desk

1995-1997

• Assisted Reservations Agents with difficult, escalated reservation calls.

• Covered Reservation Supervisor calls when Supervisors were not available

• Waived or assessed fees for name changes or other information pertaining to reservations.

• Provided exceptional customer service to both internal as well as external guest.

• Worked closely with Supervisors to ensure quality and company standards.

• Proactively worked to resolved issues in “win/win” approach.

Reservation Supervisor

1997-2002

• Supervised team of 20 Reservation Agents.

• Coached, mentored and promoted employees

• Trained and assisted employees with standards and policies.

• Maintained employee files and records.

• Assessed employee performance and bonus reviews

• Monitored phone calls for quality and company standards.

• Compiled reports for lost calls and call to booking ratios

• Assisted management with assigned task.

Merryweather, Romig and Associates, Port St. Lucie, FL

07/2003-Present

Vice President/Office Manager

• Managing and scheduled appointments for Residential Appraisals.

• Working closely with Real Estate Agents

• Handling Accounts Payables and Account Receivables

• Responsible for all Travel arrangements

• Maintaining all office supplies and equipment

• Software implementation and training on new software.

Education

7/2003 Gold Coast School of Real-estate

Certificate in Appraisal Practice

Ft. Lauderdale, FL

6/1985 Pennsylvania School of Technology

Associate Degree in Computer Operations

Williamsport, PA

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