Phyllis Homer
Glendale
Summary
Developed exceptional customer service and communication skills in fast-paced hospitality setting. Adept at managing multiple tasks simultaneously and ensuring high levels of client satisfaction. Looking to transition into new role by leveraging these transferrable skills to contribute effectively in different environment.g
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Holiday Inn and Suites Glendale
04.2024 - Current
- Handled incoming calls professionally.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Front Desk Agent
Hyatt Place North Phoenix
08.2023 - 02.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Cashier
Chevron
08.2021 - 03.2022
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Processed sales transactions to prevent long customer wait times.
- Processed refunds for worn, damaged and broken merchandise.
- Directed cleaning, trash removal and sanitation procedures to keep aisles and register area organized.
- Verified customer age requirement for alcohol or tobacco purchases.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
Cashier
Red Mesa Express
05.2021 - 08.2021
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register, collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Directed cleaning, trash removal and sanitation procedures to keep aisles and register area organized.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Inspected store products for damage and obtained item replacements for customers.
- Processed sales transactions to prevent long customer wait times.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Verified customer age requirement for alcohol or tobacco purchases.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
Hotel Night Auditor
Hyatt Place Page
02.2021 - 07.2021
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Input customer data into reservation systems and updated to reflect room changes.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Assisted hotel guests with check in and out procedures courteously.
- Ran end-of-day computer functions and closed out reports, submitting details general manager for review.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
Hotel Night Auditor and Front Desk
Hyatt Place Page
05.2018 - 03.2020
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Volunteered to take on duties and tasks for baristas, bartender and cook during peak periods or staff absences.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Ran end-of-day computer functions and closed out reports, submitting details to assistant manager and general manager for review.
- Assisted hotel guests with check in and out procedures courteously.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Monitored reservations to track incoming parties and special events.
Front Desk Agent
Lake Powell Days Inn
02.2012 - 05.2018
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Input customer data into reservation systems and updated to reflect room changes.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Posted charges, updated accounts and issued bills to departing guests.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Responded to inquiries and room requests made online, by phone and via email.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Education
High School Diploma -
Excel Education
06.2004
Skills
- Customer service
- POS Systems
- Cash Handling
- Merchandise Restocking
- Customer Relations
- Work Task Prioritization
- Credit and cash payments
- Payment Processing
- Cleaning and Sanitizing
- Guest services
- Reservations
- Problem-solving skills
Certification
- Food handlers permit , Coconino County -2022
Education and Training
other
Timeline
Front Desk Agent
Holiday Inn and Suites Glendale
04.2024 - Current
Front Desk Agent
Hyatt Place North Phoenix
08.2023 - 02.2024
Cashier
Chevron
08.2021 - 03.2022
Cashier
Red Mesa Express
05.2021 - 08.2021
Hotel Night Auditor
Hyatt Place Page
02.2021 - 07.2021
Hotel Night Auditor and Front Desk
Hyatt Place Page
05.2018 - 03.2020
Front Desk Agent
Lake Powell Days Inn
02.2012 - 05.2018
High School Diploma -
Excel Education
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