Front Desk Customer Service
Resume:
Kova C. King
ad8o64@r.postjobfree.com
Objective: Seasoned professional with exceptional hotel industry experiences seeks an opportunity to transition to Administrative experiences.
Experience:
09/2022 – 03/2024 Front Desk Agent
Cambria Hotel
Serves as a hotel customer service clerk at a lodging property having in excess of 150 rooms. Performed duties normally associated with front desk operations as desk clerk, PBX services, reservations, activities, and security for the main desk area. Duties include providing information to customers and guests on the various hotel services, shows and functions, the local installation, and the surrounding area businesses and activities. Interacted with guests on a continual basis by answering and/or resolving billing questions and other concerns. Provided guest assistance such as making arrangements for personal transportation, assisted with sales leads, key issues, and important information to the guests during their stay.
08/2021 – 07/2022 PBX Operator
Double Tree Hotel Newark, NJ
Answered and operated the telephone switchboard, answering telephone calls. Provided printed or computerized directories and connected calls for guests. Notified hotel management staff of any issues that arose. Responded to police, fire, or other emergency calls. Operated a variety of communication equipment such as two-way radios, alarms, paging systems, and various voice equipment. Resolved minor conflicts and advised supervisors of the more serious and non-routine concerns for resolution. Operated various office machines and equipment such as a cash drawer to receive payments, give change, and a receipt for the services provided. Provided communications assistance in medical and fire emergencies.
06/2015 – 07/2020 Guest Services Agent
Embassy Suites by Hilton-Newark Airport Elizabeth, NJ
Duties included monitoring guest check-ins and check-outs, reservations, and provided directions to the requested tourist attractions; creating the best guest experiences. Assisted the Sales Department with coordinating site tours and obtaining potential revenue leads.
07/2010 – 04/2013 Sales Coordinator
Fairfield Inn & Suites-Newark Airport Newark, NJ
Responsibilities included making reservations for groups and guests; ensuring that any special requests were honored. Prepared contracts and proposals for various sales accounts, banquet, and event orders.
08/2006 – 06/2010 Guest Service Agent
West Orange Courtyard West Orange, NJ
Assisted guests with check-ins or checkout, billing and invoicing, and any other guest issues. Provided assistance with ground transportation, and information about local restaurants or other venues. Professionally resolved issues to each guest’s satisfaction, substantially decreasing any possible negative company feedback on social media.
08/2006 – 04/2008 Overnight Room Service Deliverer
Newark Airport Hilton Elizabeth, NJ
Assisted guests with check-ins during the overnight shift. Accurately took orders and confirmed the food requests; constantly taking the initiative to improve customer service. Recorded any issues and notified the daytime supervisors timely.
06/2002 – 10/2005 Night Auditor
Courtyard of Marriott Elizabeth, NJ
Responsible for balancing the hotel’s daily revenue via computer or manually; including food and beverages sales. Made reservations, troubleshot customer inquires; including providing directions to area attractions and venues. Daytime duties included hosting sales and special event tours of the hotel, assisted the housekeepers with delivering supplies to guests’ rooms as requested.
10/1999 – 06/2002 Front Desk Clerk
Primary duties were to check-in and check-out hotel guests, make reservations, and process group accounts delegated by the Sales Office. Ensure that guests had the amenities were delivered promptly. Provided Switchboard coverage as needed. Night Auditor duties included reconciling the hotel’s daily revenue.
Community Service/Awards:
2013 – present Volunteer Robert Treat Academy
2014 – present Volunteer Girls Scouts Of New Jersery
Education:
04/2012 National Customer Service Certification Essex County College, Newark, NJ
06/1992 Diploma Weequahic High School Newark, NJ
OFFICE SKILLS:
Excellent written and verbal communication skills at all levels of interactions
Creative and flexible with the ability to resolve issues without escalation
Time management
TECHNICAL/COMPUTER SKILLS:
Proficient with most Microsoft Applications, including: Word, PowerPoint, Excel, Outlook
Fosse
Sales Pro
On Q
Contact this candidate