Ashley Smith
Pulaski
Summary
Dynamic Front Desk Agent with proven expertise at Quality Inn, excelling in guest relations and problem-solving. Recognized for enhancing guest satisfaction through exceptional service and effective cash handling. Adept at managing high-volume operations while maintaining attention to detail, fostering repeat business through personalized experiences. Strong communicator with a commitment to operational excellence.
Overview
27
27
years of professional experience
Work History
Front Desk Agent
Quality Inn
05.2022 - Current
- Handled guest inquiries and resolved issues promptly to ensure satisfaction.
- Maintained accurate reservation records using property management system software.
- Collaborated with housekeeping and maintenance teams to address guest needs effectively.
- Assisted in training new front desk staff on operational procedures and customer service standards.
- Collected room deposits, fees, and payments.
- 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.
- 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.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed guests and managed check-in/check-out processes efficiently.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Maintained clean and organized front desk areas to uphold polished company image.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Front Desk Agent
Knights Inn
09.2017 - 09.2021
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
Secretary
Dodson Bros Pest Control
08.1998 - 05.2007
- Managed scheduling and coordination of pest control services to enhance operational efficiency.
- Assisted in maintaining accurate records of service requests and client interactions.
- Provided exceptional customer support by responding to inquiries and resolving issues promptly.
- Implemented office organization strategies that improved workflow and reduced response times.
- Coordinated communication between technicians and clients to ensure service satisfaction.
- Supported management in preparing reports and presentations for strategic planning sessions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Maintained inventory of office supplies and placed orders.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Oversaw inventory of office supplies, ensuring availability and cost-efficiency.
- Managed sensitive and confidential information with discretion, upholding integrity of executive communications.
Education
High School Diploma -
Pulaski County High School
Dublin, VA05.1998
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Credit and cash payments
- Guest relations
- Oral and written communications
- Listening skills
- Clerical duties
- Documentation
- Registration processing
- File management
- Bookkeeping
- Automated telephone systems
- Lobby oversight
- Computer skills
- Problem-solving
- Phone and email etiquette
- Detail-oriented
- Data entry
- Data gathering
Timeline
Front Desk Agent
Quality Inn
05.2022 - Current
Front Desk Agent
Knights Inn
09.2017 - 09.2021
Secretary
Dodson Bros Pest Control
08.1998 - 05.2007
High School Diploma -
Pulaski County High School