Lucy Martinson
Front Desk Agent
Nashville
Summary
Dynamic front desk professional with a proven track record at The Joseph, A Luxury Collection Hotel Nashville, excelling in guest relations and conflict management. Recognized for enhancing guest satisfaction through effective communication and efficient reservation handling. Proficient in hotel management software, ensuring seamless operations and memorable experiences for all guests.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
The Joseph, A Luxury Collection Hotel Nashville
09.2023 - Current
- Increased guest loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification, as well as offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Answered guest 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.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Back of House Team Member/Prep Cook
Five Points Pizza
05.2024 - 08.2024
- Maintained and sanitized service stations, prep areas, and countertops.
- Prepared food and drinks while following safe food handling procedures.
- Prepared wide variety of menu items following specific recipes to meet customer satisfaction.
- Helped maintain a clean and organized work area through diligent daily cleaning tasks such as sweeping, mopping, sanitizing surfaces, and washing dishes.
- Assisted in inventory management, regularly checking stock levels and ordering necessary supplies for smooth kitchen operations.
- Collaborated with Front of House team members during peak service hours to ensure accurate order fulfillment and prompt delivery to guests.
- Unloaded and stocked kitchen supplies.
- Prepared and served various food items in fast-paced kitchen environment.
- Monitored food quality and presentation to maintain high standards.
- Managed opening and closing shift kitchen tasks.
Front Desk Associate
Hayes Street Hotel
01.2023 - 08.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized hotel management software for data entry and reporting purposes.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
- Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front End/Kitchen Prep Cook
Constantly Pizza
06.2017 - 01.2023
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
- Assisted in training new hires, sharing expert knowledge and techniques for improved performance.
- Contributed to a positive team environment through effective communication and collaboration with staff members.
- Managed opening and closing shift kitchen tasks.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Used POS system to enter orders, process payments and issue receipts.
Education
No Degree - Communications
Elon University
Elon, NC 05.2001 -
High School Diploma -
St. Mark's School
Southborough, MA 05.2001 -
Skills
Customer service/Guest relations
Front office support
Microsoft office
Problem-solving skills
Administrative skills
Reservations & reservation systems
Guest accommodations
Transaction processing/billing
Listening skills
Room assignments
Report generation
Tourism knowledge
Conflict management
POS systems
Guest amenities
Effective communication
Timeline
Back of House Team Member/Prep Cook
Five Points Pizza
05.2024 - 08.2024
Front Desk Agent
The Joseph, A Luxury Collection Hotel Nashville
09.2023 - Current
Front Desk Associate
Hayes Street Hotel
01.2023 - 08.2023
Front End/Kitchen Prep Cook
Constantly Pizza
06.2017 - 01.2023
No Degree - Communications
Elon University
05.2001 -
High School Diploma -
St. Mark's School
05.2001 -