Summary
Overview
Work History
Education
Skills
Timeline
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Alicia webb

kelowna,BC

Summary

Dynamic Front Desk Agent with proven expertise at Best Western Hotel, excelling in customer service and problem-solving. Enhanced guest satisfaction through personalized service and efficient check-in processes, leading to increased loyalty. Skilled in cash handling and managing room inventory, ensuring optimal occupancy and seamless operations in high-pressure environments.

Overview

2
2
year of professional experience

Work History

Front Desk Agent

Best Western Hotel
11.2021 - 01.2023
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Resolved guest complaints with effective problem-solving, improving overall guest experience.

Front Desk Agent

CIRCLE 5
11.2021 - 01.2023
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Updated guest profiles with preferences and requests for personalized service in future stays.
  • Facilitated welcoming environment, greeting guests upon arrival.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.

Education

SUNDRE HIGH SCHOOL
Sundre, AB

Skills

  • Customer service
  • Guest services
  • Problem-solving skills
  • Cash handling
  • Hospitality services
  • Time management
  • Credit and cash payments
  • Guest relations
  • Guest accommodations
  • Housekeeping
  • POS systems
  • Room assignments

Timeline

Front Desk Agent

Best Western Hotel
11.2021 - 01.2023

Front Desk Agent

CIRCLE 5
11.2021 - 01.2023

SUNDRE HIGH SCHOOL

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Alicia webb