Samantha Edwards
Billings
Summary
Individual with guest-relation and problem solving skills willing to learn new systems and ensure positive experiences with consumers for smooth operations of businesses.
Overview
2
2
years of professional experience
Work History
Hotel Front Desk Agent
LaQuinta Inn & Suites
06.2024 - Current
- Welcomed each new arrival efficiently and respectfully while confirming reservations and identification
- Maintained respectful relationships with guests ensuring efficient responses to concerns and requests to promote repeat stays.
- Collected room deposits, fees, and payments.
- Efficiently and professionally handled complaints from guests and fellow staff members to ensure comfort and uphold polices.
- Ensured that new staff were trained to properly uphold hotel's policies while efficiently carrying out required procedures.
- Efficiently managed check-ins and check-outs to ensure quick and prompt guest satisfaction.
- Maintained professionalism while managing high volumes of calls and active guest concerns.
- Built strong rapport with regular guests, allowing personalized guest experience creating an increase of positive online reviews.
- Ensured policies over sensitive guest information was maintained.
- Documented actions taken to resolve service related and guest related concerns in system appropriately.
Front Desk Clerk
Montana State University
08.2023 - 03.2024
- Answering phones promptly, ensuring accurate and timely information provided and messages taken.
- Assisted residence with residence hall issues as well as access to supplies and amenities.
- Responsible for accurately logging, sorting, and inventorying packages, postal deliveries and over 1000 keys.
- Greeted Residents and provided them with exceptional customer service.
- Responded to emergency situations in a timely and efficient manner.
- Oversaw implementation of safety protocols for dormitory, ensuring protection and well-being of residents.
Education
General Business Management
Montana State University Billings
Billings, MTBachelor of Science (B.S.) - Mechanical Engineering Technology
Montana State University
Bozeman, MTSkills
- Guest Relations
- Multi-Line Phone Systems
- Mail Routing
- Customer Service
- Microsoft Office
- Telephone Etiquette
- Reservation management
- Property management systems
- Phone and email etiquette
- Cash handling
- Guest registration
- Hospitality services
Timeline
Hotel Front Desk Agent
LaQuinta Inn & Suites
06.2024 - Current
Front Desk Clerk
Montana State University
08.2023 - 03.2024
General Business Management
Montana State University Billings
Bachelor of Science (B.S.) - Mechanical Engineering Technology
Montana State University
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