Dana Porter
Los Angeles,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Guest Service Agent
Hilton
03.2023 - Current
- Assists guests with reservations, modifications, and cancellations to meet their travel needs.
- Responds to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Resolves billing disputes promptly, maintaining professionalism and customer satisfaction throughout processes.
- Maximizes revenue by upselling room upgrades and additional services.
- Develops strong relationships with repeat customers, fostering loyalty and return visits.
Front Desk Agent
Sonesta Hotels
02.2020 - 03.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Server/Barback
Pechanga Resort Casino
10.2018 - 02.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Assisted bartenders with drink preparation tasks, resulting in faster service for patrons.
- Maintained cleanliness of all bar areas according to health department standards through diligent sanitation practices.
Personal Assistant
Confidential Private Individual
09.2016 - 09.2018
- Organized personal and professional calendars to streamline office communications, scheduling and initiatives.
- Made company travel arrangements by booking hotels, flights, and reservations.
- Performed various clerical tasks and organized office areas to promote productivity.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
Education
Associate of Arts - Liberal Arts - Social And Behavioral Studies
Santa Monica College
Santa Monica, CA06.2017
Associate of Arts - Communication Studies
Santa Monica College
Santa Monica, CA06.2015
Skills
- Check-in and Check-out Procedures
- Concierge services
- Conflict Management
- Administrative Skills
- Effective Planning
- Customer rapport
Timeline
Guest Service Agent
Hilton
03.2023 - Current
Front Desk Agent
Sonesta Hotels
02.2020 - 03.2023
Server/Barback
Pechanga Resort Casino
10.2018 - 02.2020
Personal Assistant
Confidential Private Individual
09.2016 - 09.2018
Associate of Arts - Liberal Arts - Social And Behavioral Studies
Santa Monica College
Associate of Arts - Communication Studies
Santa Monica College
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