Friendly and polished Front Desk Supervisor brings proven experience in luxury Hotel and Restaurant environments. Expertly provides individualized guest service and manages VIP requests. Versed in coordinating reservations, updating accounts and promoting customer satisfaction.
Accomplishments
Supervised team of 67 staff members and more.
Growing our guest reviews to the #8 hotel in Houston from TripAdvisor reviews alone.
Represented luxury standards and most recently named the '5th Most Invincible Hotel in America' in the Smithsonian Magazine.
Skills
Quality Management
Hospitality service expertise
VIP Guest Relations
Inter-department collaboration
Administrative support
Skilled in Word, Excel, and Powerpoint
Safety and security procedures
Scheduling
Cash control
Training and Development
Housekeeping
Sales expertise
Work History
03/2021 to Current
Front Desk SupervisorGrand Beach Hotel – Miami, FL,
Oversaw day-to-day operations of 3 building, 32-room hotel and restaurant with staff of 20 employees.
Completed front desk work schedules, shift reports and other business documentation.
Collaborated with Restaurant Management pertaining to group events, Event Coordinators on hotel area / restaurant buy-outs, and Ownership on employee and guest reflections.
Maintained overall safe work environment with employee enforcement of safety procedures including often updating knowledge on COVID-19 protocols.
Displayed absolute discretion at handling confidential information for high profile guests.
Trained and mentored all new personnel to maximize quality of service and performance.
Informed guests of hotel security features and offered details regarding fire and emergency procedures.
Evaluated Front Desk employee performance and developed improvement plans that drove TripAdvisor reviews up.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Resolved service-related problems and documented actions in system.
Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
03/2017 to 12/2020
Front Desk Guest Service RepresentativeMarriott International – Greensboro, GA,
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Adhered to social distancing protocols and wore mask or face shield.
Worked flexible hours; night, weekend, and holiday shifts.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Promoted hotel brand's loyalty program via social media, email and direct mail.
Promoted local entertainment and sporting events and offered details to assist patrons.
Collected room deposits, fees and payments.
Protected guest valuables with main safe or in individual boxes to maximize security.
Kept accounts in balance and ran daily reports to verify totals.
09/2018 to 09/2019
Restaurant HostessOmni Hotels – Amelia Island, FL,
Took reservations, answered customer questions and informed of accurate wait times using OpenTable app and headcount of over 180.
Assessed large restaurant and lounge according to state and federal cleanliness standards.
Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
Supervised server balance and monitored table turnover to accurately seat customers.
Reported concerns about intoxicated guests to management to contribute to safe and welcoming environments for patrons.
08/2016 to 02/2017
Front Desk Night AuditorHyatt Hotels Corp. – Oceanside, CA,
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Oversaw night auditing of daily room occupancy and hotel revenue.
Entered customer data into room system and updated information when patrons changed rooms.
Investigated daily variances and corrected errors to resolve discrepancies.
Looked over pending check-ins and payment processes to complete closing procedures for 72-room hotel.
Education
Expected in
Associate of General Studies: San Jacinto College - Houston, TX, GPA:
Expected in 06/2015
High School Diploma: North Shore Senior High School - Houston, TX GPA:
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