AMY SMITH
123 Main Street • Atlanta, Georgia • 30339
Home: (555) 555-1234, Cell: (555) 555-1235
asmith@sample~resume.com
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Seek the Challenging Position of Resort Desk Clerk
A highly talented Resort Desk Clerk with huge experience in providing aggressive hospitality in a friendly manner; greeting and assisting each guest in a friendly and courteous manner when checking them in and checking them out; providing information and directions to guests regarding all services available on property; resolving guest issues, using Service Recovery tools; constantly seeking ways to improve friendly, helpful service and reducing customer wait time to positively impact department's customer service ratings.
Summary of Qualifications
More than eight years experience.
Superior customer service skills required.
Deep experience in data entry and dealing with the public.
Excellent computer usage skills.
Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge.
Profound ability to get along well with co-workers and work as a team.
Strong ability to work a flexible schedule including nights, weekends and holidays as necessary.
Excellent professional appearance and demeanor.
Strong interpersonal skills.
Remarkable working knowledge of New York.
Immense ability to stand for long periods.
Exceptional ability to respond calmly and handle many customer demands in a fast paced environment.
Uncommon manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, fax machine, ten key embosser, printer and bar encoder.
Professional Experience
Angel Resort Centre, Tarrytown, NY 2000 - Present
Front Desk Clerk
Greet and welcome customers with a smile, and take pride in being an Angel's team member.
Serve as Resort representative and customer service role model for other employees.
Understand, value, and support the Angel's mission statement.
Know special events, promotions, and player programs.
Resolve customer issues according to the FOCUS Handling Problem Situations model, using Service Recovery tools.
Responsible for the accurate check-in and checkout of guests.
Ensure that all guest contact is courteous, informative and thorough.
Ensure that Housekeeping cleans all rooms prior to issuing keys.
Responsible for posting charges, settling folios for individuals, groups and due-outs communicated through Housekeeping.
Receive cash, credit cards and comps in payment, obtaining proper approval and authorization.
Maintain an operating bank, render bills and issues change.
Provide reservations for Casino/Centre guests, which include restaurants, and special events on property.
Ensure the timely delivery of all messages, mail and packages left for guests and departments within the Centre/Casino.
Work closely with Executive Host to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements.
Resolve guests' problems/complaints in a prompt, courteous and efficient manner using Service Recovery tools.
Maintain knowledge of the Centre, Community and Special Events to provide guests with superior service.
Demonstrate a positive and enthusiastic demeanor to guests, both internal and external at all times.
Angel Resort Centre, Tarrytown, NY 1997 - 2000
Data Input Clerk
Entered data into a data processing system using a keyboard terminal from coded or uncoded data.
Created a data file and updated a previously created file.
Verified data by balancing against program controls.
Corrected and edited data.
Entered payroll, billing information, both alpha and numeric; manually calculated some payroll data and prepared payroll lists and reports.
Maintained master and cross-reference files of records such as customer cards.
Operated bookkeeping machines to process accounting transactions.
Performed related work as required.
Education
New York University, NY Associate Degree in Hotel and Tourism (1997)
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