Keiley Straten
Costa Mesa
Summary
Dynamic and detail-oriented professional with extensive experience at Balboa Bay Resort, excelling in customer engagement and service. Proven track record of enhancing guest satisfaction through effective communication and upselling strategies, contributing to increased occupancy rates. Adept at multitasking and fostering teamwork to ensure seamless operations in high-pressure environments.
Overview
17
17
years of professional experience
Work History
Reservations Agent
Balboa Bay Resort
09.2023 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Trained new staff members in customer service techniques and hotel operations.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
Front Desk Agent
Balboa Bay Resort
01.2023 - 09.2023
- 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.
- 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.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Guest Service Representative
Balboa Bay Resort
06.2022 - 01.2023
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, activities, and special event bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
Server
Tustin Brewing Company
06.2012 - 03.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
Server
The Cheesecake Factory
01.2008 - 05.2012
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
Bachelor of Arts - Psychology
California State University, Fullerton
Fullerton, CA05-2016
Skills
- Customer engagement
- Customer service
- Detail-oriented
- Teamwork
- Attention to detail
- Multitasking
- Excellent communication
- Effective communication
- Adaptability and flexibility
- Interpersonal skills
Timeline
Reservations Agent
Balboa Bay Resort
09.2023 - Current
Front Desk Agent
Balboa Bay Resort
01.2023 - 09.2023
Guest Service Representative
Balboa Bay Resort
06.2022 - 01.2023
Server
Tustin Brewing Company
06.2012 - 03.2020
Server
The Cheesecake Factory
01.2008 - 05.2012
Bachelor of Arts - Psychology
California State University, Fullerton
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