Joy Mueller
Front Office Clerk
Meine
Summary
Accomplished Front Desk Agent at Steigenberger Parkhotel Brunswick, adept in customer service and Microsoft Office, enhanced guest satisfaction and loyalty through personalized service and efficient front office support. Skilled in fostering positive guest relations and streamlining operations, contributing to increased occupancy rates and repeat business. Demonstrates exceptional communication and administrative skills, ensuring a welcoming environment for all guests.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Front Desk Agent
Steigenberger Parkhotel Brunswick
Brunswick
06.2024 - Current
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- 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.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
- 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.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered multi-line phone system and enthusiastically greeted callers.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained clean and organized front desk areas to uphold polished company image.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- 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.
- Implemented new booking system feature that reduced check-in time for guests.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Contributed to higher occupancy rates through outstanding customer service.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Streamlined communication with events team on guest logistics for large groups.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Maintained high levels of guest privacy by securely managing personal information.
- Boosted online ratings by soliciting guest feedback and addressing online reviews.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Facilitated welcoming environment, greeting guests upon arrival.
- Streamlined check-in and check-out processes for increased efficiency.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff members in customer service techniques and hotel operations.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Implemented marketing and promotional initiatives to increase occupancy.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with vendors for repair and maintenance of hotel.
- Enforced policies and procedures to increase efficiency.
- Monitored hotel's budget and financial records.
- Monitored staff performance and provided feedback and guidance.
Hotel Specialist
Seehotel Am Tankumsee
Isenbuettel
07.2020 - 06.2023
- Maintained accurate financial records, supporting budget management and forecasting efforts by the executive team.
- Ensured compliance with local safety regulations as well as brand guidelines for consistent service delivery across properties.
- Conducted regular inspections of facilities to identify maintenance needs proactively, minimizing downtime due to repairs or equipment malfunctions.
- Increased room occupancy rates through effective marketing strategies and fostering positive relationships with clients.
- Collaborated with other departments to ensure seamless coordination of services for guests'' comfort and convenience.
- Spearheaded initiatives to improve overall cleanliness standards throughout the hotel property.
- Trained new employees in customer service protocols, contributing to a high-quality guest experience.
- Coordinated event planning efforts, resulting in successful execution of weddings, conferences, and parties.
- Assessed employee performance through regular evaluations, providing constructive feedback and coaching to support individual improvement.
- Negotiated contracts with suppliers, securing favorable terms that contributed to the hotel''s profitability.
- Enhanced guest satisfaction by providing personalized services and attending to special requests.
- Continuously updated knowledge of industry trends, applying best practices to keep the hotel competitive within the market.
- Monitored online reviews and addressed guest feedback promptly, demonstrating proactive problem-solving skills.
- Handled escalated customer complaints professionally and effectively, restoring confidence in the level of service provided.
- Facilitated clear communication between staff members during shift handovers, promoting efficient teamwork across departments.
- Cultivated a positive work environment that encouraged employee growth and development while maintaining high performance standards.
- Implemented cost-saving measures in hotel operations without compromising quality or guest satisfaction.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times for guests.
- Managed hotel inventory, ensuring adequate supplies were available for daily operations and events.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with vendors for repair and maintenance of hotel.
- Monitored hotel's budget and financial records.
Education
Hotel Manageress - Tourism And Hospitality Management
BBS1 Gifhorn
Alter Postweg 21, 38158 Gifhorn 07.2020 - 06.2023
Certified Office Specialist - Office Management
Vhs Kreisvolkshochschule Gifhorn
Freiherr-vom-Stein-Str. 24, 38518 Gifhorn 11.2014 - 03.2020
High School Diploma -
Duenas General Comprehensive High School
Duenas Iloilo Philippines 06.1999 - 04.2002
Skills
Customer service
Front office support
Guest relations
Microsoft office
Hospitality services
Administrative skills
Front desk management
Office management
Sales expertise
Payment oversight
Marketing
POS systems
Computer skills
Excellent communication
Reading books, mountaineering, listening to music & traveling
During my free time i never forget to treat myself too by doing such hobbies.
Timeline
Front Desk Agent
Steigenberger Parkhotel Brunswick
06.2024 - Current
Hotel Specialist
Seehotel Am Tankumsee
07.2020 - 06.2023
Hotel Manageress - Tourism And Hospitality Management
BBS1 Gifhorn
07.2020 - 06.2023
Certified Office Specialist - Office Management
Vhs Kreisvolkshochschule Gifhorn
11.2014 - 03.2020
High School Diploma -
Duenas General Comprehensive High School
06.1999 - 04.2002
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