Amelia Mendes

Bachelor's

Communication Studies

The Umstead Hotel and Spa

Front Desk Reception Agent

As a Reception Agent, I was responsible for following all policies and procedures, consolidating and keeping detailed records of guest accounts, answering/directing incoming calls, answering any/all questions about the Umstead’s hotel, spa, and restaurant, selling gift cards, maintaining and balancing the cash drawers, booking rooms, upgrading guests’ room reservations at check-in (for which I would receive a commission), reserving dinner reservations, reserving Spa appointments, resolving guest complaints, accommodating guest requests, handling maintenance issues, as well as facilitating other daily operations and reports (majority of which involved credit card authorizations, routing, etc.). Furthermore, as the hotel is often frequented by major politicians, celebrities, athletes, and local members of our community, I was entrusted with sensitive information that pertained not only to these guests’ financial information, but also to their right to privacy. As previously stated, my position carried a significant emphasis on guest interactions. At the Umstead, I mastered the art of creating connections and building trust with guests– to the point where, oftentimes, guests asked for me, by name, upon checking in.