Cordelia Blackwood
Front Desk Professional
| Phone: | (555) 234-7890 |
| Address: | Denver, CO |
| Website: | https://cordelia-blackwood-portfolio.com |
| Email: | [email protected] |
- Dedicated front desk professional with 4 years of experience in luxury hospitality environments, specializing in guest relations and reservation management for high-volume properties
- Proven track record of maintaining 96% guest satisfaction scores while managing 150+ daily interactions across multiple communication channels
- Bilingual communicator (English/Spanish) with expertise in Opera PMS, conflict resolution, and VIP guest services
Work Experience
The Grandview Resort & Spa
Front Desk Associate
March 2021 - Present
- Manage 150+ daily guest interactions including check-ins, check-outs, and concierge services while maintaining 96% satisfaction ratings
- Process $25,000+ in daily transactions with zero cash handling discrepancies over 3 years
- Coordinate VIP arrivals and special requests, resulting in 40% increase in repeat bookings for luxury suites
- Train 8 new front desk team members on Opera PMS system and guest service protocols
- Resolve guest complaints and billing disputes, achieving 89% same-day resolution rate
Mountain View Inn
Guest Services Representative
June 2020 - February 2021
- Handled multi-line phone system managing 80+ daily reservation inquiries and guest requests
- Maintained accurate guest folios and processed group bookings for events up to 200 attendees
- Implemented new check-in efficiency system reducing average processing time by 2 minutes per guest
- Achieved Employee of the Month recognition 3 times for exceptional guest service delivery
Riverside Retail Solutions
Customer Service Associate
September 2019 - May 2020
- Provided customer support for 60+ daily transactions while maintaining 98% accuracy in cash handling
- Resolved customer complaints and returns, achieving 94% customer retention rate
- Assisted with inventory management and trained 4 new team members on POS systems
Education
Colorado Mountain College
Associate Degree in Hospitality Management
May 2019
Graduated: May 2019
Relevant Coursework: Guest Relations, Hotel Operations, Business Communication, Conflict Resolution
GPA: 3.6/4.0
Relevant Coursework: Guest Relations, Hotel Operations, Business Communication, Conflict Resolution
GPA: 3.6/4.0
Denver West High School
High School Diploma
June 2017
Graduated: June 2017
Skills
Guest Services
- Professional phone etiquette and active listening
- Conflict de-escalation and problem resolution
- VIP guest relations and concierge services
- Multilingual communication (Spanish, English)
Technical Systems
- Opera Property Management System (PMS)
- Multi-line phone systems and call routing
- Microsoft Office Suite (Word, Excel, Outlook)
- Credit card processing and cash handling
Administrative Skills
- Reservation management and group bookings
- Accurate data entry and record maintenance
- Invoice processing and billing reconciliation
- Schedule coordination and appointment management
Awards and Recognition
Guest Satisfaction Excellence Award - 2023
The Grandview Resort & Spa
2023
Recognized for maintaining 96% guest satisfaction scores across 2,400+ interactions
Employee of the Month
Mountain View Inn
Q2, Q4 2020, Q1 2021
Selected for outstanding guest service and operational efficiency improvements
Certificate of Excellence
TripAdvisor Recognition
2022
Contributed to hotel achieving 95%+ positive guest reviews through exceptional front desk service
Certifications
Certified Guest Service Professional (CGSP)
American Hotel & Lodging Educational Institute
2022
First Aid and CPR Certified
American Red Cross
2023 (Valid until 2025)
Microsoft Office Specialist Certification
Microsoft
2021