Catherine Murphy
Tamuning,Guam
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
9
9
years of professional experience
Work History
Front Desk Supervisor
Hoshino Resorts Risonare Guam
445 Gov Carlos G Camacho Rd Tamuning, Guam, GU
03.2018 - Current
- Resolved customer complaints promptly and efficiently.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Answered telephone inquiries from customers in a timely manner.
- Monitored front desk staff to ensure they met customer service standards.
- Reviewed guest feedback forms to identify areas needing improvement.
- Maintained accurate records of daily transactions.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Handled cash registers and balanced daily receipts.
- Coordinated with housekeeping staff regarding room availability and occupancy levels.
- Trained new hires on procedures, policies, and customer service expectations.
- Assisted guests at check-in, providing information on various services within hotel.
- Processed payments for services rendered at the front desk.
- Input and confirmed reservations for guests.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Conducted regular audits of all front desk operations.
- Greeted guests and checked them in and out of the hotel.
- Responded to inquiries and room requests made online, by phone, and via email.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Handled cash transactions accurately while adhering to established policies and procedures.
Server
Onward Beach Resort
Tamuning, GU
03.2017 - 03.2018
- Brewed and served coffee and tea with preferred add-ins.
- Rotated and replenished products in display cases.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Managed cash register operations efficiently and accurately.
- Stocked service areas with napkins, utensils, condiments, and other supplies.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Organized work duties to ensure efficient operation of the cafe during peak hours.
- Managed inventory levels, ordering supplies as needed to maintain stock.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
Mail Sorter
You've Got Mail
415 Chalan San Antonio Ste 101 Tamuning, Guam
03.2016 - 03.2017
- Evaluated mail trays to determine proper placement.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Inspected mail for damages and took appropriate action to deliver in good condition.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Checked for correct postage and address on mail, packages and parcels to avoid sending to wrong recipient.
Education
NC2 - Food And Beverages Services
Amazing Grace Technical Training Institute, Inc.
Bacoor, Cavite01.2015
High School Diploma -
Binakayan Nation Highschool
Cavite. Philippines 04.2012
Skills
- Balance reporting
- Transaction auditing
- Auditing techniques
- Multitasking and organization
- Guest services
- Night audit procedures
- Hospitality services
- Guest check-in and check-out
- Cash control
- Staff training and development
- Decision making aptitude
- Problem-solving skills
- Time management
- HMS experience
- Cash register operation
- Money handling
- Payment posting
- Hospitality and accommodation
Education
Cavite. Philippines ,Bacoor, Cavite
Contact
Tamuning, Guam 96913
Timeline
Front Desk Supervisor
Hoshino Resorts Risonare Guam
03.2018 - Current
Server
Onward Beach Resort
03.2017 - 03.2018
Mail Sorter
You've Got Mail
03.2016 - 03.2017
NC2 - Food And Beverages Services
Amazing Grace Technical Training Institute, Inc.
High School Diploma -
Binakayan Nation Highschool