Customer Service Management

HIMA PATEL

E-mail: *********@*****.***

** **** *** **. ** Chicago, IL 60611

Phone: 585-***-****

WORK EXPERIENCE ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

The Dana Hotel and Spa, Chicago, IL April ’11 – Sept ‘11

Guest Service Agent

• Managed incoming and in house reservations daily, kept information current

• Ensured correct payment postings to guest room portfolios, and obtained sufficient funds for incidental guest postings using Opera Property Management System

• Recognized and handled guest concerns with a pleasant and courteous manner

• Communicated with other departments of the hotel to obtain and receive relevant information

• Managed daily shift bank, ensuring proper count from previous shift

• Monitored room inventory, daily, weekly, and monthly

• Answered all telephone calls promptly and knowledgeably, ensuring complete and accurate information

• Completed all items on appropriate shift checklist prior to end of shift

• Verified daily credit limit report, ensured appropriate balances on all checked in reservations

• Assisted with Concierge services when Concierge was not available

Staybridge Suites, Toledo, OH Jun ‘08 – Jan ‘10

Guest Service Agent

• Maintained guest portfolios for 122 suites hotel

• Recognized and resolved guest issues accurately and expediently

• Researched and compiled accurate data upon request of managers and customers; provided customer service with a pleasant and courteous disposition

• Maintained sales activities using Opera Property Management System, and have a basic knowledge of the Holidex System

• Answered enquiries regarding hotel services and registration by letter, telephone and in person

• Accurately assessed and trained new staff members and located sources to provide necessary training

• Assisted in building strong relationships with other departments throughout property through communication, training, and listening

• Helped increase guest satisfaction, customer loyalty, and bring in new customers through communication and proper marketing

• Performed other duties as assigned by supervisor or management

• Learned and performed the night audit responsibilities, which included reconciling credit card reports, reviewing and preparing the daily reports for the manager

• Assisted with sales of meeting space for special events and handled guest inquiries

• Responsible for daily operations including maintaining supplies and keeping the repair logs

The Radisson Hotel, Columbus, OH Mar ‘06 – Sep ‘06

Guest Service Agent

• Ensured accurate data entries of guest information into Opera Property Management System

• Answered telephones, created reservations, and managed daily shift bank and hotel room inventory

• Registered arriving guests and assigned rooms

• Performed general administrative duties such as handling phone calls, filling, Word Processing, and creating spreadsheets using Microsoft Excel

• Helped increase guest satisfaction, promoted and enrolled customers into the Gold Points Plus rewards program

EDUCATION ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

The Ohio State University, Columbus, OH Sep ‘01 – Mar ‘06

• Bachelor of Science in Hospitality Management

SKILLS –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Computer: Programs Microsoft Office, Microsoft Works, Opera Property Management System, and Holidex System

Operating Systems Windows 95/98/00/ME/XP/Vista/07

SUMMARY OF QUALIFICATIONS –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

• Ability to take initiative and learn new applications and systems quickly

• Excellent time management, oral, listening and written communication skills

• Able to work well in a team/group

Contact this candidate