Leslie Gordon
Louisville
Summary
Driven Front Desk Agent highly skilled in managing reservations and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Embassy Louisville East
06.2022 - 01.2024
- Completed Hilton University Training As Of January 2024. Trained in ONQ and Kipsu
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- 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.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Chanel, Christian Dior, Lancome
Dillards Department Store
06.2018 - 08.2020
- Self-motivated, with a strong sense of personal responsibility facilitating sales events for clients.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelor of Science - Business Management
Indiana Wesleyan University
Marion, IN04.2012
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Oral and written communications
Certification
- Electronic Reservation Systems Training Certifications – Specific to software used, like Amadeus, Sabre, etc.
- ONQ
- KIPSU
Timeline
Front Desk Agent
Embassy Louisville East
06.2022 - 01.2024
Chanel, Christian Dior, Lancome
Dillards Department Store
06.2018 - 08.2020
Bachelor of Science - Business Management
Indiana Wesleyan University
- Electronic Reservation Systems Training Certifications – Specific to software used, like Amadeus, Sabre, etc.
- ONQ
- KIPSU
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