Kelly Kaufman
Hospitality Professional | Marketing & Tech background
- Role
- Front Desk Agent at 1 Hotels
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Kelly Kaufman
I am a hospitality professional with a strong blend of guest relations, marketing, and…
Experience
Front Desk Agent
Apr 2023 — Present · San Francisco, CA, US
Warmly welcome guests, process check-ins, confirm reservations, assign rooms, and issue keys to ensure a smooth arrival experience. Handle all payment transactions, including room charges, cash, debit, and credit, while resolving any disputes during or after checkout. Address guest communications via calls, messages, and requests, providing accurate information and prompt assistance.Upsell room upgrades utilizing product knowledge and personalized recommendations, while earning commission on sales and contributing to the hotel\'s revenue goals. Coordinate with Housekeeping to monitor room readiness, manage special requests, room moves, extensions, and early or late departures. Offer guests directions and recommendations for hotel amenities and local attractions to enhance their stay. Generate and review daily arrival/departure reports, manage special requests, and ensure accuracy in all documentation. Complete end-of-shift reports, reconcile receipts, and process advance deposits in accordance with accounting standards. Troubleshoot and resolve guest concerns, escalating complex issues when necessary to ensure swift service recovery. Collaborate with bell and valet teams to ensure smooth luggage handling, parking services, and Audi Luxury program coordination, including test-drive scheduling. Respond to guest inquiries via phone and email, assisting with folio requests, lost-and-found shipments, and reservation adjustments. Operate office equipment, including phones, fax machines, and photocopiers, to support efficient front desk operations. Liaise with multiple departments—including Marketing, Sales, Food & Beverage, Engineering, and Housekeeping—to coordinate guest services. Assist guests with disabilities and take on additional duties as needed, demonstrating adaptability and a commitment to exceptional service.
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