Jennifer Wagner
Dunsmuir
Summary
Proven Front Desk Agent with a track record of enhancing guest satisfaction at Shasta Inn Motel through exceptional customer service and problem-solving skills. Skilled in front office management and guest relations, I increased repeat business by developing personal connections. Expert in handling sensitive information and streamlining operations, I consistently met performance targets, contributing to higher occupancy rates.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Shasta Inn Motel
11.2021 - 11.2024
- 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.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- 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.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Streamlined check-in and check-out processes for increased efficiency.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Maintained high levels of guest privacy by securely managing personal information.
- Facilitated welcoming environment, greeting guests upon arrival.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Contributed to higher occupancy rates through outstanding customer service.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enforced policies and procedures to increase efficiency.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Monitored staff performance and provided feedback and guidance.
Front Desk
Strawberry Valley Inn
03.2020 - 12.2020
- Streamlined front desk operations for increased efficiency and improved customer service.
- Improved overall guest experience by maintaining a clean and welcoming reception area.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.
- Managed high call volume with exceptional telephone etiquette, resulting in positive feedback from guests.
- Resolved guest complaints promptly, fostering an atmosphere of understanding and goodwill.
Education
Degree - Legal Office Specialist
AIC
Davenport, IA04-1993
High School Diploma -
Bettendorf High School
Bettendorf, IA06-1990
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Credit and cash payments
- Guest relations
- Oral and written communications
- Hospitality service expertise
- Guest accommodations
- Listening skills
- Reservation systems
- Front desk management
- Front office support
- Housekeeping
- Room assignments
- Hospitality best practices
- Reservations
- Conflict and issue documentation
- Tourism knowledge
- Office management
- Effective planning
- Information protection
- Transaction processing
- Safety and security procedures
- Team oversight
- Guest amenities
- Lobby oversight
- Computer skills
- Problem-solving
- Teamwork and collaboration
- Phone and email etiquette
- Detail-oriented
- Office organization
- Payment processing
- Customer service management
- Relationship building
- Guest registration
- Front office management
- Guest reception
- Payment collection
- Team supervision
- Reservation management
- Staff supervision
- Dining and amenity recommendations
Timeline
Front Desk Agent
Shasta Inn Motel
11.2021 - 11.2024
Front Desk
Strawberry Valley Inn
03.2020 - 12.2020
Degree - Legal Office Specialist
AIC
High School Diploma -
Bettendorf High School
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