Virginia Maltas
Ottawa
Summary
Skilled guest service representative known for strong communication and conflict resolution abilities. Successfully managed guest inquiries and complaints, contributing to high levels of satisfaction and teamwork in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Guest Service Representative
Holiday Inn Express Hotel Suites
Ottawa
03.2022 - 11.2025
- Assisted guests with check-in and check-out processes efficiently.
- Provided information about hotel services and local attractions to guests.
- Resolved guest inquiries and complaints promptly, enhancing overall guest experience.
- Maintained cleanliness and organization of the front desk area consistently.
- Processed reservations using hotel management software accurately.
- Collaborated with housekeeping to ensure room readiness for guests.
- Managed cash transactions and balanced cash drawer daily with care.
- Trained new staff on customer service protocols and hotel procedures effectively.
- Resolved guest complaints in a professional manner.
- Cultivated high guest satisfaction through genuine, enthusiastic, and friendly interactions.
- Handled customer complaints professionally and efficiently.
- Greeted walk-in and phone guests, assessing interests and needs to provide tailored assistance.
Cashier Assistant
Casey's
Ottawa
08.2021 - 03.2022
- Assisted customers with purchases and provided friendly service.
- Operated cash register and handled transactions accurately.
- Collaborated with team members to enhance customer experience.
- Addressed customer inquiries and concerns promptly to ensure satisfaction and foster positive experiences.
- Provided accurate cash register operations, including accepting payments and providing change.
- Answered customers' questions concerning location, price and use of merchandise.
- Assisted supervisor in managing customer flow and reducing wait times by operating registers during peak periods.
- Educated customers on current promotions and discounts to enhance sales opportunities.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
Education
Associate of Applied Science - Marketing
Illinois Vally Community College
Oglesby, IL05-2026
Skills
- Guest orientation
- Customer service
- Complaint handling
- Reservation processing
- Payment processing
- Data inputting
- Event planning
- Marketing principles
- Loyalty promotion
- Product sales
- Data analysis
- Reporting documentation
- Time management
- Multitasking capacity
- Team collaboration
- Communication skills
- Written communication
- Conflict resolution
- Goal setting
- Information protection
- Food setup
- Multitasking capacity
Timeline
Guest Service Representative
Holiday Inn Express Hotel Suites
03.2022 - 11.2025
Cashier Assistant
Casey's
08.2021 - 03.2022
Associate of Applied Science - Marketing
Illinois Vally Community College