Francisco Ball-Rodriguez
Albany
Summary
Dynamic Front Desk Agent with proven expertise at Hilton Garden Inn, excelling in hospitality services and customer retention. Skilled in POS systems and account balancing, I foster positive guest relationships and enhance satisfaction through proactive engagement and efficient service. Committed to upholding high standards and improving operational efficiency.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Hilton Garden Inn Hotel
07.2024 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Well trained in OnQ and PEP systems
- Promoted hotel brand's loyalty program Hilton Honors by engaging with new and returning guest and make sure each and every guest are met with Hilton's standards.
- Developed and maintained positive relationships with guests for satisfaction.
Front Desk Agent
Merry Acres Inn
03.2022 - 04.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Kept accounts in balance and ran daily reports to verify totals.
- Enforced policies and procedures to increase efficiency.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Mobile Sales Representative
Teleperformance USA
01.2019 - 01.2021
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
Education
Associate of Applied Science - Cyber Security
Roxbury Community College
Boston, MA07-2031
Skills
- Hospitality services
- Customer service
- Information protection
- POS systems
- Credit and cash payments
- Conflict and issue documentation
- Balance reporting
- Room inventory
- Charge posting
- Account balancing
- Audit reporting
Timeline
Front Desk Agent
Hilton Garden Inn Hotel
07.2024 - Current
Front Desk Agent
Merry Acres Inn
03.2022 - 04.2024
Mobile Sales Representative
Teleperformance USA
01.2019 - 01.2021
Associate of Applied Science - Cyber Security
Roxbury Community College