Hospitable Front Desk Associate with 2 years of experience. Dedicated to complete guest satisfaction and paying attention to special needs. Excellent memory and success at detail-oriented services.2 Polite and accommodating Manager bringing 25 years of experience in hospitality settings. Sincere and helpful when working with guests, families and VIPs to promote satisfaction and brand loyalty. Knowledgeable about handling reservations and accounting functions with little oversight. Approachable Front Desk offers strong background in hospitality industry. Swiftly handles assignments and promptly resolves issues. Recognized for consistent attention to quality customer service. Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Skills
Account Review
Room Assignment
Records Management
Hospitality Services
Cash Transactions
Problem Solving
Check In and Check Out Procedures
Phone and Email Etiquette
Reservations Management
Decision Making
Verbal and Written Communication
Guest Message Transmission
Inquiry Response
Issue Escalation
Teamwork and Collaboration
Invoicing and Billing
Dining and Amenity Recommendations
Nightly Audits
Problem-Solving
Lobby Maintenance
Housekeeping Notification
Computer Skills
Hotel Safe Deposits
Payment Processing
Common Area Maintenance
Payment Collection
Multi-Line Phone Systems
Incoming Mail Sorting
Basic Food Service
Guest Registration
Two-Way Radio Operation
Restaurant Reservations
Feedback Collection
Experience
10/2021 to Current
Front Desk AssociateHyatt – Iowa City, IA,
Managed guest check-in and check-out procedures, reservations and payments.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Drafted guest invoices and posted charges to individual accounts.
Showed off dining areas, pool, spa and fitness center to prospective and current guests.
Coordinated with housekeeping, maintenance and grounds teams to address guest needs with professionalism and detail orientation.
Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Welcomed large volume of guests and improved overall customer service.
Reviewed accounts to assess open charges and answer customer questions.
Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
Created and optimized employee schedules for shift coverage.
Cultivated professional relationships with guests, improving customer retention through coordinated service.
Encouraged guests to participate in rewards programs to promote brand loyalty.
Delivered friendly and knowledgeable support to current and prospective customers.
Answered phone and emails to make reservations and take guest information.
Greeted, registered and assigned guests to rooms according to individual requirements.
Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
02/2020 to 09/2021
Front of House SupervisorClubcorp Club Operations, Inc. – Hauppauge, NY,
Facilitated daily team meetings to discuss promotions, issues, service standards and team collaboration.
Upheld operating procedures and safety standards to maximize guest satisfaction.
Assigned work tasks and activities, prepared schedules and managed staffing.
Improved customer service by setting expectations and coaching employees on proper service etiquette.
Built strong, respectful employee relationships to drive employee satisfaction in high turnover industry.
Implemented company training programs to help employees easily follow best practices and company standards.
Resolved guest issues quickly to maintain loyal customer base and positive reputation in community.
Directed front of house operations to deliver positive guest experiences through friendly service and attention to guest needs.
Managed day-to-day restaurant operations with focus on quality and meeting customer expectations.
Handled guest complaints quickly to maintain positive dining experience for patrons.
Handled complaints, settled disputes and resolved customer conflicts.
Monitored all FOH staff certifications to ensure compliance with industry standards.
Enforced employee image and grooming standards.
Maintained loyal patronage by implementing guest appreciation initiatives.
Communicated clear and consistent messages regarding service goals to servers, bartenders and hosts.
08/2016 to 12/2020
Assistant Housekeeping Inspection ManagerConcord Hospitality – Hasbrouck Heights, NJ,
Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
Established ambitious goals for employees to promote achievement and surpass business targets.
Treated associates with fairness and respect, providing recognition of accomplishments.
Cultivated culture of empowerment to help employees better meet customer needs with minimal oversight.
Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
Coordinated work of 42 employees by offering clear direction and motivational leadership.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
Planned and implemented layout enhancements to promote efficiency and maximize space utilization.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Supervised 20 Housekeeper's completing efficient daily room assignments and deep cleaning projects.
02/2015 to 07/2019
HousekeeperHomewood Suites – City, STATE,
Interacted pleasantly with clients and guests when performing daily duties.
Vacuumed floors and dusted furniture to maintain organized, professional appearance.
Created inventory checklists and stocked housekeeping carts daily.
Laundered sheets and removed stains to restore linens to pristine condition.
Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
Communicated with maintenance team on damages to repair.
Supplied extra towels and toiletries when requested to optimize guest comfort.
Swept and damp-mopped private stairways and hallways.
Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.
Checked inventory for required supplies and made lists for needed cleaning products.
Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
Sanitized and cleaned sinks, mirrors, toilets and showers.
Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
Education and Training
Expected in 04/1991 to to
Certificate: Hotel, Motel, And Restaurant Management Craft Institute - Philadelphia, PA, GPA:
Completed coursework in Hotel, Restarunt and Management
Accomplishments
Promoted from Housekeeper to Housekeeping Supervisor, in less than 12-months.
Recognized as Employee of the Month 2 times for outstanding performance and team contributions.
Consistently maintained high customer satisfaction ratings.
Created highly effective new program that significantly impacted efficiency and improved operations.
Led team to achieve winning contests and challenges by the GM, earning recognition from upper management and financial reward.
Certifications
Safeserve, Outback - 2021
Additional Information
I also am assisting the Homewood Suites in Plymouth Meeting by also Inspecting rooms and working laundry and Night Audit since I began in October.
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