Megan Gilland
Cosby
Summary
Dynamic front desk agent with a proven track record at Margaritaville Resort Gatlinburg, excelling in guest relations and problem-solving. Recognized for enhancing customer loyalty through exceptional service and effective communication. Skilled in registration processing and cash handling, consistently delivering outstanding experiences that drive repeat business.
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Mountain Loft-a Bluegreen Resort
01.2023 - Current
- 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.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Certified department trainer
- Employee of the quarter January 2024
Tea Barista
423 Nutrition
05.2022 - 01.2023
- Crafted specialty tea beverages with precision and attention to flavor profiles.
- Ensured cleanliness and organization of tea bar area, maintaining high standards of hygiene.
- Trained new team members on brewing techniques and customer service best practices.
- Managed inventory levels, tracking supplies to minimize waste and ensure availability.
- Developed seasonal menu items, incorporating customer feedback for improved offerings.
- Fostered a welcoming atmosphere, engaging customers with knowledgeable product recommendations.
- Collaborated with team members to meet peak service demands during busy periods.
- Used POS system to accurately enter orders and process payments.
Front Desk Agent
Margaritaville Resort Gatlinburg
04.2019 - 05.2022
- Collaborated with housekeeping to coordinate room availability, optimizing workflow efficiency.
- Trained new front desk staff on operational procedures and customer service best practices, fostering team development.
- Implemented feedback mechanisms to gather guest insights, driving continuous improvement in service delivery.
- Monitored lobby area for cleanliness and safety compliance, contributing to a welcoming environment for 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Employee of the month
Ice Cream Scooper
Ben And Jerrys Ice Creams
09.2018 - 04.2019
- Maintained cleanliness and organization of work area to comply with health and safety standards.
- Served ice cream in various flavors to customers, ensuring prompt and friendly service.
- Assisted in managing inventory levels, ensuring adequate stock of supplies for daily operations.
- Collaborated with team members to create a positive customer experience through effective communication.
- Handled cash transactions accurately while balancing register at the end of shifts.
- Adapted quickly to high-volume periods, maintaining efficiency without compromising quality of service.
- Provided training and support to new staff on proper scooping techniques and customer interaction strategies.
Front Desk Agent
Gatlinburg Falls Resort
08.2017 - 09.2018
- Managed guest check-in and check-out processes, ensuring efficient operations and high customer satisfaction.
- Resolved guest inquiries and complaints promptly, enhancing overall guest experience and loyalty.
- Utilized reservation systems to facilitate bookings and modifications, maintaining accuracy in guest records.
- 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.
Education
High School Diploma -
Cosby Highschool
Cosby, TN05-2020
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Guest relations
- Guest accommodations
- Listening skills
- Administrative skills
- Room assignments
- Registration processing
Timeline
Front Desk Agent
Mountain Loft-a Bluegreen Resort
01.2023 - Current
Tea Barista
423 Nutrition
05.2022 - 01.2023
Front Desk Agent
Margaritaville Resort Gatlinburg
04.2019 - 05.2022
Ice Cream Scooper
Ben And Jerrys Ice Creams
09.2018 - 04.2019
Front Desk Agent
Gatlinburg Falls Resort
08.2017 - 09.2018
High School Diploma -
Cosby Highschool
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