Robin Wilson
Conyers
Summary
Dynamic hospitality professional with extensive experience at Hilton Hotels Corporation, excelling in customer service and reservation processing. Proven track record of enhancing guest satisfaction and loyalty through effective communication and relationship-building. Detail-oriented and skilled in payment processing, consistently achieving high standards in service delivery and operational efficiency.
Guest Services professional with background in delivering exceptional customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, managing reservations, and ensuring smooth operations. Reliable, flexible, and focused on enhancing guest services and operational efficiency.
Overview
14
14
years of professional experience
Work History
Guest Service Representative
Hilton Hotels Corporation
01.2025 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed to increase in repeat business by developing strong relationships with guests.
PBX Hotel Operator
Hilton Hotels Corporation
01.2025 - Current
- Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
- Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
- Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
- Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
- Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
HR Coordinator
W SPOON CATERING
01.2017 - 12.2024
- Increased repeat business through strong relationship-building with clients and vendors.
- Assisted in recruitment efforts for open positions within the catering team, ensuring selection of highly skilled and motivated professionals.
- Maintained high standards of food safety, consistently adhering to all health regulations and guidelines.
- Elevated guest experience by attentively addressing dietary restrictions and special requests from attendees.
- Solicited, negotiated and booked new and repeat business through previous clients, local businesses and event management companies to maximize catering revenue and meet and exceed goals.
- Improved client satisfaction by promptly addressing concerns and providing excellent customer service.
- Managed budgets for each event, ensuring cost-effective practices without compromising quality or customer satisfaction.
- Strengthened vendor relationships, negotiating competitive pricing for ingredients and supplies.
Night Auditor MANGER
HILTON HOTEL
01.2015 - 09.2017
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Guest Service Representative
W HOTEL, Starwood Hotels and Resorts
02.2011 - 01.2015
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Assisted in planning and executing events at hotel, leading to memorable experiences for attendees.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Scheduled and confirmed restaurant reservations for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Handled customer complaints to satisfy and retain guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
Education
Bachelor of Science - Hospitality Management
ART INSTITUTE OF ATLANTA
Atlanta, GASkills
- Customer service
- Reservation processing
- Office administration
- Computer skills
- Guest accommodations
- Detail-oriented
- Payment processing
Timeline
Guest Service Representative
Hilton Hotels Corporation
01.2025 - Current
PBX Hotel Operator
Hilton Hotels Corporation
01.2025 - Current
HR Coordinator
W SPOON CATERING
01.2017 - 12.2024
Night Auditor MANGER
HILTON HOTEL
01.2015 - 09.2017
Guest Service Representative
W HOTEL, Starwood Hotels and Resorts
02.2011 - 01.2015
Bachelor of Science - Hospitality Management
ART INSTITUTE OF ATLANTA
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