Emma Miller
Hampton Inn & Suites By Hilton
Kokomo
9
years of professional experience
I am driven and professionally focused on delivering exceptional support for customer needs, no matter the request. I have successfully managed concerns and resolved conflicts to maximize customer satisfaction and continued loyalty. I offer a strong background in customer relations and communication, and have proven the ability to handle multiple tasks effectively and efficiently in fast-paced environments. I am used to working with classified information and will continue to abide by my guests or customers privacy.
Work History
Front Desk Receptionist
1 Year 6 Months- Managed front desk operations to ensure efficient guest check-in and check-out processes.
- Coordinated scheduling for appointments and meetings, optimizing time management for staff and clients.
- Provided exemplary customer service, addressing inquiries and resolving issues promptly to enhance guest satisfaction.
Front Office Manager
7 Months- Supervised daily front office operations, ensuring smooth guest check-in and check-out processes.
- Trained and mentored front desk staff to enhance service quality and efficiency.
- Implemented standard operating procedures, improving team performance and customer satisfaction.
- Managed scheduling of front office staff, optimizing coverage during peak hours.
- Developed and maintained relationships with vendors, ensuring timely supply of office materials.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Front Desk Agent
1 Year 7 Months- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Answered customer telephone calls promptly and appropriately handled needs.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Front Desk Agent
1 Year 6 Months- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Resolved service-related problems and documented actions in system.
- Collected room deposits, fees, and payments.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
Resident Care Assistant/CNA in Training
3 Years- Enhanced resident satisfaction by providing compassionate and attentive care.
- Improved residents'' well-being through consistent monitoring and timely assistance with personal hygiene tasks.
- Promoted a safe living environment by promptly addressing potential hazards and reporting concerns to supervisors.
- Contributed to the development of individualized care plans, ensuring accurate documentation of each resident''s needs.
- Ensured compliance with state regulations regarding resident rights, confidentiality requirements, and facility policies.
Education
Associate of Science - Accounting And Finance
High School Diploma
Skills
Guest Relations
Credit and Cash Payments
Problem-Solving Skills
Conflict Management
Time Management
Training and Mentoring
Professionalism
Sensitive information handling
Timeline
Front Desk Receptionist
Hampton Inn & Suites By Hilton
01.2025 - CurrentRead More
Front Office Manager
Home2 Suites By Hilton
05.2024 - 12.2024Read More
Front Desk Agent
Hampton Inn & Suites By Hilton
10.2022 - 05.2024Read More
Front Desk Agent
Hampton Inn By Hilton
02.2021 - 08.2022Read More
Resident Care Assistant/CNA in Training
Wellbrooke Of Wabash
11.2017 - 11.2020Read More
Ivy Tech Community College of Indiana
Associate of Science from Accounting And Finance
Read More
Manchester Jr-Sr High School
High School Diploma
Read More