EMILY HOGAN
Mechanicsburg
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Well-versed in hotel operations, guest account management and sales illustrated over 3 years of industry experience.
Overview
5
5
years of professional experience
Work History
Apprentice
Aimbridge Hospitality
09.2023 - Current
- Learned wide range of simple and complex techniques from on-the-job training.
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
- Prioritized and accomplished multiple tasks within established timeframes.
Sales Coordinator
Courtyard Marriott Shippensburg
03.2022 - Current
- Kept detailed records of sales and customer information in software, updating database regularly to maintain top-notch service.
- Improved productivity by increasing customer communication and responding to feedback.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Compiled client profiles and entered client and payment information into operating system.
- Maintained long-term relationships with high net-worth clients.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
Guest Service Agent
Courtyard Marriott Shippensburg
03.2022 - Current
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
Housekeeping Supervisor
Courtyard Marriott Shippensburg
06.2020 - 03.2022
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying and folding.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Completed schedules, shift reports, and other business documentation.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Internship Student
Girls On The Run Maine
03.2019 - 06.2019
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Sorted, organized, and maintained files.
- Answered and transferred incoming telephone calls, taking messages for various staff members.
- Coached a group of elementary aged girls to have success in their future.
Education
Associate of Arts - Business
Southern Maine Community College
South Portland, Maine05.2019
Bachelor of Arts - Liberal Studies
Southern Maine Community College
South Portland, ME05.2019
Skills
- Microsoft Office
- Organization and Efficiency
- Quick Learner
- Time Management
- Superior Communication/ Customer Service
Timeline
Apprentice
Aimbridge Hospitality
09.2023 - Current
Sales Coordinator
Courtyard Marriott Shippensburg
03.2022 - Current
Guest Service Agent
Courtyard Marriott Shippensburg
03.2022 - Current
Housekeeping Supervisor
Courtyard Marriott Shippensburg
06.2020 - 03.2022
Internship Student
Girls On The Run Maine
03.2019 - 06.2019
Associate of Arts - Business
Southern Maine Community College
Bachelor of Arts - Liberal Studies
Southern Maine Community College
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