INTERNSHIP: FRONT OFFICE MANAGEMENT

During my time as a Front Office Management Intern at the  Gaylord Palms Resort  from May to August 2022, I was deeply involved in initiatives that were aimed at enhancing the guest experience. I managed a multitude of inbound guest inquiries in a fast-paced call center environment, where quick thinking and problem-solving skills were crucial for success. My role required me to demonstrate exceptional communication abilities, as I was responsible for efficiently routing calls to the appropriate departments and answering sometimes difficult guest enquiries at the resort.

I took pride in my capacity to handle the high volume of calls (sometimes 3 a minute) with both speed and courtesy, understanding that every interaction was an opportunity to leave a positive impression on our guests. I was constantly on my toes, ready to troubleshoot and resolve any issues that came up, which sharpened my ability to think on my feet and offer practical solutions.

The most fulfilling aspect of my internship was witnessing the tangible results of my efforts. By the end of my tenure, I had contributed (based on surveys) to increasing customer satisfaction levels by an impressive 32% at the call center. This was a direct reflection of not only my dedication to the role but also my ability to work effectively under pressure. This internship instilled in me a profound understanding of the importance of customer service in any industry I choose to go into.

SKILLS USED DURING EXPERIENCE