489517db-bbde-44e9-a073-054ca1bac7bc

Andrew Smith

Professional Summary

Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations.  Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction.

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction.  Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention.  Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization.

Employment history

Guest Service Agent, Stiedemann-Wiegand. North Brooke, New Mexico
Nov. 2019 – Present
  • Answering telephone according to  hotel standard.  
  •  Providing excellence customer service in attending the guest request for external and internal customers.  
  • Ensuring the Guest Service Checklist has been done accordingly. 
  • Checking the Hotel Telephone Lines and provide a daily report checklist. 
  • Create Incident Reports with the concern department that require addressing the issue.  
  • Creating the Birthday Greetings and send the emails on a daily basis.  
  • Sending the End of Day Report with the summary excel sheet for Guest request and Incident Report.  

Senior Credit Officer, Johnston-Barrows. Batzhaven, Utah
Jul. 2017 – Nov. 2017
  •  I worked for Telstra Corporation as a Senior Credit Officer for Premier Business under Credit Management Department.  
  •  I usually handle Portfolio Case Manage customer for business and enterprise.   
  • My role is to help the customer to managed their monthly bills with Telstra Corp by means of the following :  
    •  Arrange for debt repayment or establish repayment schedules, based on customers’ financial situations. 
    • Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
    • Providing extension of payment if require.  
    • Receive payments and post amounts paid to customer accounts.
    • Resolving billing dispute and fault issues.  
    •  Assist the customer for any bill related issue.  
  •  I was designated as acting Team Leader/ Subject Matter Expert (SME) in which assigned to :   
    • Assign to assist credit officers with their calls and general concern in terms of process and quality guidelines.

Education

Northern New Jersey College, New Kimberley, Maine
Associate of Arts, Hospitality and Tourism Management, May. 2009

Personal info


Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Skills

Microsoft Office








Finance and Collection








Customer Service








1e4596ff-0ffd-457a-b2dd-5e86f742c6f2

Andrew Smith


Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Professional Summary

My name is Ruth Mathurin I am currently a student at Massachusetts College of Pharmacy and Health Science, with 3 years of experience delivering high-levels of customer service to guests and clientele. I consistently ensure that customers feel welcomed and accepted. I am a Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. I aim to be timely and professional with extraordinary communication skills and have the ability to build and cultivate relationships to drive business retention.  I am actively seeking a role in the field of health care, to enhance my studies and future career experience and job. I can utilize my education and experience to add immediate value to any organization.

Employment history

Dec. 2018 – Present
Altenwerthfort, Idaho
Guest Service Agent, Raynor-McClure

  • Calculate and quote charges for services such as long-distance connections.
  • Resolve customer complaints or answer customers’ questions regarding policies and procedures.
  • Check to ensure that appropriate changes were made to resolve customers’ .

Mar. 2017 – May. 2017
Adrianville, Massachusetts
Sales Associate, Dibbert-Beatty

  • Demonstrate and explain products, methods, and services to persuade customers to purchase products or use services.
  • Suggest specific product purchases to meet customer needs.
  • Write and record orders for merchandise and enter orders into computer system.
  • Evaluate freight and inventory costs associated with transit times to ensure that costs are appropriate.

Jan. 2015 – Sep. 2015
North Carmineview, Washington
Counselor, Ullrich-Lowe

  • Maintain a safe play environment.
  • Observe and monitor children’s play activities.
  • Communicate with children’s parents or guardians about daily activities, behaviors, and related issues.
  • Support children’s emotional and social development, encouraging understanding of others and positive self-concepts.

Education

Present
Pharmaceutical Business

  • Western Berge College – Lewistown, Rhode Island

May. 2017
High School Diploma

  • Northern West Virginia University – South Danyellmouth, Iowa

Skills

Customer Service
Expert

Sales Associate
Expert

Bilingual
Expert

Problem Solver
Expert

728e8ba8-260a-4e1e-b92f-3d948ac9e16c

Andrew Smith

Professional Summary

I am a mature, positive and hardworking individual. Who strives to achieve the highest standard possible, for any given task. I possess good communication skills and I have the ability and experience to relate to a wide range of people. I enjoy learning new things. I can work very well under pressure and I have the sales experience to handle guest complaints and solving problematic situations.

Employment history

Guest Service Agent, Block Group. Raymonborough, Maryland
Jun. 2019 – Present
Welcome customers upon entrance and confirm reservations.
Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements.
Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.
Arrange events, excursions, transportation etc. upon request from hotel residents.
Answer the phone and make reservations, take and distribute messages or mail and redirect calls.
Respond to complaints and find the appropriate solution.

Manager, Olson, Mayer and Reichel. Port Myeshaland, Ohio
Jul. 2016 – Aug. 2016
Effectively managing the daily operations of the Guesthouse.
Making sure that guests have a good first and last impression of the Guesthouse.
Engaging and motivating staff to improve and achieve the target.
Striving to create a relaxing and welcoming ambience for customers.
Supervising the activities of the Front office and House-Keeping Staffs.
Interacting positively with the customers while promoting guest house facilities and services
Promoting a positive atmosphere and going above or beyond to guarantee each customer receives exceptional
services.
Clearly and promptly communicating pertinent information to staffs, such as large reservation.
Quickly identifying problem situations and skillfully resolving incidents to the satisfaction of involved parties

Education

Northern Veum College, Lake Rogeliochester, Massachusetts
High School Diploma, Hotel Management and Catering Technology, Jan. 2010

Personal info


Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Skills

Motivated team player

Goal-oriented

Strong interpersonal skills

Guest complaint resolution








Guest inquiry resolution








Guest communication








c140d086-a8b0-4e07-95a8-d7a3f0b0a14c

Andrew Smith

287 Custer Street, Hopewell, PA 00000
andrew_smith@example.com
(000) 000-0000

Professional Summary

I am a well organized, outgoing, and experienced Customer service agent. Throughout my experience I learned well how to properly, and respectfully interact with any guest. Throughout my years at the airport, dealing with cancellations and flight delays, I’ve developed my social skills to well informed and keep guest calm, and making sure to make the guest feel heard and helped. I’ve grew on public announcements. Before my work in customer service, you can say i had a fear of talking in front of big crowds. But this job challenged me to get out of my comfort zone and even be comfortable speaking to big crowds. 

Education

Northern Halvorson, East Morris, Oklahoma
Medical Assistant, Nursing

Western Virginia University, New Marshall, Arkansas
High School Diploma, Mar. 2017

Employment history

Guest Service Agent, Heathcote, Jacobson and Wilderman. Nathanielton, California
Jun. 2018 – Sep. 2018
Job duties included assisting any guest with any traveling issues, being able to check-in and print out boarding passes for each guest, checking in any baggage. Making sure there was no hazardous material in each luggage being checked in. If any guest needed extra assistance to get upstairs to their boarding gate, make sure to contact the wheelchair services to further assist your guest. Also, included boarding each guest into the aircraft, filling out important paperwork that needed to be given to the pilots. Being able to safely and effectively meet the on time departure for all flights. Working under pressure and in a fast paced environment and making public announcements to ensure each guest makes it to their flight on time. 

Exit Door Security rep. / Customer Assistance, Hettinger-Willms. Dickensmouth, Massachusetts
Jan. 2018 – Feb. 2018
Job duties included, understanding and learning airport safety procedures. Kept passengers and unauthorized employees from entering a “sterile” area to ensure the safety of each individual in the airport. Worked and trained close with airport police to better assist and to gain better knowledge to improve the safety. Also, learned how to interact and help those guest with special needs to better improve their traveling experience. 

Physical Therapy Assistant, Altenwerth Inc. North Robert, Mississippi
Mar. 2017 – May. 2017
Job duties included filing out patient records, scheduling appointments for patients, adding new patient information into the V/A system. Electronically placed orders for the patients prosthetics and necessary equipment. Helped and observed patients getting treated, learned how to sanitize medical equipment. CPR certified. 

Skills

Works well under pressure

Bilingual in English and Spanish

Proficient in Word, Powerpoint, Excel

Quick learner and Problem solver

Dependable and Responsible

Flexible and Reliable

Excellent customer service skills

guest service agent

  • Greeted guests in a friendly and professional manner according to hotel Standards –providing great customer service
  • Engaged each guest as unique individual and listen attentively to their requests – Perform accurate check-ins and check-outs of guests daily 
  • Managed a busy switchboard and directed calls accordingly 
  • Made reservations over the phone and in person 
  • Ran daily reports to check reservations for accuracy and identify any special requests 
  • Responsible for cash floats throughout your shift and ensured it balances correctly at the end of shift 

guest service agent

  • Great and welcome guest for their stay and answer any questions they may have about the service, their stay or the area in general.
  • Manage reservations over the phone, online and in person followed up by room arrangements for guests.
  • Common administrative duties including but not limited to: photocopying, faxing, mail distribution, filing and maintaining a safe and clean reception area. 
  • Processing payments, handing cash and completing night audit. Opening and lock up of reception and surrounding area.
  • Administer workload by working as an individual and also a team member to complete tasks. 
  • Attend to guest concerns and complains and report to management about any significant issues.

guest service agent

  • Greeting guests upon arrival and make them feel welcome
  • Providing front desk service for guests
  • Delivering mail and messages
  • Processing guests payments
  • Giving information to guests about transport and restaurant devices
  • Solving problems when there are tense situations with guests

guest service agent

  • Welcome guests at the front desk, including checking in and out, issuing keys, allocating appropriate rooms, and processing payments according to booking sites 
  • Perform daily clerk duties such as photocopying, office supplies, and invoices 
  • Keep clean, tidy environment of the reception area, organise building maintenance 
  • Perform a daily audit of housekeeping reports and study occupancy reports 
  • Perform adjustments and corrections, including troubleshooting system issues 
  • Take reservations, up sell rooms, and confirm arrangements using RMS system 
  • Identify and resolve guests’ complaints and problems, refer to suitable department when necessary

guest service agent

  • Welcoming guests on arrival.
  • Dealing with reservations by phone, e-mail, face-to-face and processing them on Fidelio.
  • Checking guests in and out of the hotel, allocating rooms and handing out keys.
  • Preparing bills and taking payments.
  • Dealing with special requests from guests.
  • Answering questions about facilities in the hotel and the surrounding area.
  • Maintain strict security procedures to ensure guest confidentiality.

guest service agent

  • Handle Front Office Shift duties including cashiering.
  • Handle Group and VIP procedures.
  • Deal with any guest/s complaints.
  • Ensure that a high level of communication with guests and colleagues is given.
  • Performs other task deemed necessary for the continuous operation.

guest service agent

  • Greet all guest in a courteous and professional manner.
  • Registered guests, logged request, and issued room keys.
  • Balanced all rebates and other miscellaneous charges.
  • Delivered requested items to guests room.
  • Performed all daily counting.
  • Trained and supervised front office crew in customer service ans front office procedures.
  • Reconciled daily reciepts and posted data to spreadsheets, tracing discrepancies and ensuring accuracy in every detail. 

guest service agent

  • Responsible for greeting guests upon arrival and departure.
  • Provided guests with check-ins, check-outs, account inquiries and any additional services needed such as recommendations of tourist attractions.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Sold $2800+ in-room up-sell per quarter.
  • Worked with the management team to implement the proper division of responsibilities. Kept a record of positive feedback in Tripadvisors and bookings.com

guest service agent (ground crew)

  • Relayed departure, arrival, delay infromation to guest 
  •  Marshalled and pushed back aircraft 
  • Coordinated additions to and deletions from the passenger lists prior to aircraft movement and coordinated changes of aircraft movement
  •  Domestic and international check in duties 
  • Priority and Business Class check in
  •  Baggage check and payment collecting 
  •  Group Check in 

guest service agent

  • Check guests in 
  • Board flights 
  • Help guests with any issues that may arise 
  • Drive jet bridge 

guest service agent, restaurant host and club lounge host

  • Taking restaurant reservations and daily planning of guest seating allocation. 
  • Serving executive club members in the Club Lounge. 
  • Checking in and checking out of guests. 
  • Dealing with PMS systems: Micros and Squirrel. 

guest service agent

  • Accommodating to specific guest needs
  • Assist host by answering phones to take reservations, and by greeting, seating, and thanking guests.
  • Perform cleaning duties, such as sweeping and mopping floors, tidying up server station, taking out rubbish, or checking and cleaning bathroom.
  • Plan, organize, and control the operations of a cocktail lounge bar.

guest service agent

  • Maintain and ensure high customer service: consistently provides exceptional service to internal, external guests. 
  • Handles guest enquiries; complaint and provides information; directions as required.
  • Check guest in and out of the property accurately in a timely manner. 
  • Assisting Front Office Manager or management team on any additional duties assigned 

guest service agent

  • Provide a high standard of customer service to guests checking in to the hotel. 
  • Assist reservations team in updating guests bookings 
  • Participate in cash handling/banking and invoicing activities
  • Assist customers by taking on the role of concierge and assisting in making bookings and recommendations for restaurants and activities outside the hotel
  • Up selling guest services and rooms where appropriate.
  • Assisting the manager with room allocations and ‘go mad’ experiences for the guests 

guest service agent

  • Check in, weigh and tag baggage and collect baggage charges
  • Escorted wheelchair passenger from terminal to aircraft doors
  • Greeted guests and directed them on how to check in on the kiosks. 
  • Announced last call for check ins over the PA system
  • Passport checks for International flights
  • Successfully completed Aero-Care Training to further my professional skills

guest service agent (intern)

  • Issued coupons and redemption vouchers to guests
  • Assisted guests with loaning of equipments and restaurant reservations
  • Resolved guest issues and enquiries through phone and chat conversations
  • Utilised strong interpersonal and communications skills to serve customers
  • Acquired extensive knowledge of the property and the areas around it to make the most suitable recommendations

guest service agent

  • Assist in checking in/ out of guest
  • Updating of registration card through Opera system
  • Rooming of guest.
  • Handle cash transaction and foreign currency exchange.
  • To assist in guiding guest to places of interest
  • To assist in making reservations for restaurants and places of interest.

guest service agent (sheraton club)

  • Maintaining standard and also service at the Sheraton Club.
  • Check in and Check out guest.
  • Must know the guest preference (Platinum Guest) 
  • Issue room cards for guests. 

guest service agent

  • Occasionally MOD
  • Collect information and make changes to reservations.
  • Track and Maintain inventory for office supplies
  • Key and program specified guest requests 
  • Develop procedures, policies, or standards.
  • Discuss work problems with coworkers 

guest service agent

  • General cleaning and tidying of back office and gift shop 
  • Understanding and knowledge of the sales system grocery manager 
  • Purchasing and pricing of new stocked items
  • Purchase, price and sell local artist’s artworks 

guest service agent

  • Checking guests in and out of the hotel of 295 rooms.
  • Using hotel customer management system Opera.
  • Answering phones and directing calls to the correct department.
  • Admin, filling and data entry.
  • Making reservations and amending existing reservations.
  • Valet parking and other porter duties.
  • Taking and meeting guest requests.

guest service agent (temporary contract)

  • Played an active role during delays and disruption whilst ensuring that our guests are cared for in the most appropriate manner. 
  • Liaised with the AOCC and Transfer Desk to assist guests.
  • Provided meet and greet, escort and queue combing duties as required. 
  • Took an active role in emergency response and business continuity activations and exercises. 
  • Meet and greet guests, paying special attention to those with special needs. 
  • Other ad hoc duties as detailed by the business as and when required

guest service agent

  •  Welcoming Guests arriving at the hotel in a polite, friendly, and in a helpful manner. 
  • Handling emails and phone calls for all inquiries related to hotel services. 
  •  Providing tourist sites and directions. 
  •  Process guest’s check ins and check outs. 
  • Process payment for all bookings in the form of cash or credit cards. 
  • Administering all reservations including cancellations, no shows as per the company policy. 
  •  Deal with and resolving customer complaints in a professional manner. 

guest service agent

  • Experienced cluster brands hotels operation by rotation in 2 different properties Hilton Sukhumvit and Double Tree by Hilton Sukhumvit Bangkok
  • Hotels VIP arrivals room assignment and amenities check (Hilton only)
  • Manage heavy check in / check out procedure of business/convention hotel 
  • Food & Beverage function on breakfast, afternoon tea, and evening canapés operation. 
  • Bartending on evening canapés and making basic cocktails and spirits mix.
  • Food & Beverage par counts and inventory management

guest service agent / food & beverage attendant

  • Greet and assist visitors and guests arriving on front desk 
  • Understanding and operation of Opera Property Management System 
  • Have a full understanding the Check-in / Check-out procedure of the Opera PMS  
  • Take payments through cash, credit, debit, virtual credit cards and direct billing
  • Maintain confidentiality of hotel data and guest information 
  • Management of guest complaints 
  • Provide travel advice and book tours for guests 

guest service agent

  • Welcome guests and good reception
  • Handling the procedures of their check-In and check-Out to the hotel and customer bills
  • Recommended hotel services or amenities that guest may find useful
  • Provided guest assistance, including recommendations for tourist attractions
  • Gathered sensitive information to update customer profiles and help with appeals process
  • Determined customer needs by asking relevant questions and listening actively to responses