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Diamond Resorts - Club Customer Service Resume Example

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Matthew Harris
Professional Summary

Service-oriented Front Office Management with 20 years background in Hospitality Core competencies include Problem solving, Time Management and Labor Cost  as well as excellent communication and Motivated action skills. Handles tasks with accuracy and efficiency.

  • Administration and Management
  • Active Listening
  • Customer and Personal Service
  • Critical Thinking
  • Complex Problem Solving
  • Judgment and Decision Making
  • Negotiation
  • Time Management
  • Writing
  • Service Orientation
Club Customer Service Nov 2012Present Diamond Resorts Las Vegas, NV Service a large volume of inbound calls daily, providing exceptional customer service. Process owner reservations, annual maintenance fee payments and mortgage payments. Process rental reservations. Accurately query and input data in a moderately complex computer system. Make relatively simple mathematical calculations accurately using a 10-key calculator. Communicate with various internal departments and external third-party service providers. Perform other administrative duties as assigned by management.
Handle inbound and outbound contact from all tier level members of THE Club® that may consist of calls, emails, letters, or face-to-face meetings if necessary. During the course of these contacts, perform numerous functions including, but not limited to: booking/modifying/cancelling reservations, flights, transportation and/or vehicle rentals and cruises; processing payments; answering member inquiries on incentive contingencies; providing information as related to their account. Agent must be able to assess each members needs and independently apply best company policies to achieve customer satisfaction in a timely manner. Agent must completely document all contacts and interactions with each member so that management can be provided with detailed reporting as requested and so team can provide comprehensive service as one unit. Must be available to work any assigned shift, as business need will dictate work shifts.
Front Desk Agent Nov 2012Nov 2013 Holiday Inn Express Las Vegas, NV
  • Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
Create, confirm and cancel reservations for owners/guests. Ensure all pending arrival information is accurate (i.e., check rates and prepare upcoming arrival packets with necessary materials and information). Check in arriving guests and check out departing guests. Follow through on guest requests and/or concerns in a timely manner. Handle and resolve customer complaints. Verify guest information as needed (i.e., additional keys, telephone calls and packages). Compute billing charges, collect payments and provide change for guest. Post charges as received through other departments (i.e., fitness center, housekeeping, logo shop and laundry). Answer the telephone with proper etiquette and transfer calls accordingly. Communicate with all internal departments including PBX, Housekeeping, Engineering and Security as needed via telephone and email. Complete Front Desk Agent checklist daily. Reconcile end-of-the-day shift report. Maintain necessary hard copies of paperwork of all daily operations and file as needed. Complete special projects, stocking, listing items to be ordered and daily bucket checks. Provide superior customer service in accordance with the Company DRIven to Excellence standards. Consistently practice and maintain the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects. Operate office machinery (i.e., computer, copy machine, fax machine). Perform other duties as assigned.
Associate of Science: Business May 1987 Delgado Community College New Orleans , La
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Resume Details

This is a real resume for a Club Customer Service in Las Vegas, Nevada with experience working for such companies as Diamond Resorts, Holiday Inn Express. This is one of the hundreds of Club Customer Service resumes available on our site for free. Use these resumes as templates to get help creating the best Club Customer Service resume.

Previous Companies:

  • Diamond Resorts
  • Holiday Inn Express

Previous Job Positions:

  • Club Customer Service
  • Front Desk Agent


  • Delgado Community College

Level of Education:

  • Associate of Science

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