Dedicated, personable customer service representative with more than 14 years in the hospitality industry. Hotel Property Management systems with FOSSE, OPERA, VISUAL MATRIX , ORACLE and others. Expertise in Housekeeping training and Sufficiency in all areas of Operations. A humble team player with an upbeat, positive attitude and proven skill in establishing lasting relationships with clients. Motivational leader and problem-solver with advanced supervisory, team building and customer service skills. Experienced in stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building ideas to build up employee engagement and performance.
Skills
Phone Etiquette
Bookkeeping
Laundry
Clerical Experience
Office Management
Payroll
Personal Assistant Experience
Administrative Experience
Human Resources
Event Planning
Office Administration
Microsoft Outlook
Typing
Research
Merchandising
Microsoft Word
Sales
Management
Oracle
QuickBooks
Revenue Forecasting
Project Planning
Complex Problem Solving
Scheduling and Coordinating
Work Planning and Prioritization
Managing Operations and Efficiency
Hiring and Training
Training and Development
Recruitment and Hiring
Team Leadership
Problem Resolution
Employee Development
Employee Coaching and Motivation
Performance Evaluations
Team Building
Customer Relationship Management
Time Management
Good Judgment
Professional and Courteous
Shift Scheduling
Experience
06/2020 to 01/2023
Front Office ManagerAimbridge Hospitality – Woodbury, MN,
Responded tp guest complaints through Medallia Radisson Connect
Maintained and resolved Expedia and Booking.com Extranet guest relation issues with reservations.
Communicated with all hotel departments efficiently and maintained the function of the Hotel morale and mission.
checked rooms for cleanliness with Radisson standard guidelines
Resolved guest complaints promptly and followed-up to verify restored satisfaction.
Conducted daily maintenance observations to make sure maintenance department was meeting expectations.
Booked all group sales, sent booking details and invoices.
Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Mentored new staff on correct procedures, compliance requirements and performance strategies.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
Mediated conflicts between employees and facilitated effective resolutions to disputes.
Interviewed prospective employees and provided input to HR on hiring decisions.
12/2017 to 09/2020
Front Desk Manager/ Assistant General ManagerTan-Tar-A Resort – Osage Beach, MO,
All ways maintained cleanliness sanitation and organization of assigned work areas
Showed off dining areas, pool, spa and fitness center to prospective and current guests.
Communicated safety processes and procedures with customers during emergencies.
Created and optimized employee schedules for shift coverage.
Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
Answered telephones and greeted visitors to assist, answer questions and direct.
Responded to inquiries and room requests made online, by phone and via email.
Supervised daily operations of hotel front desk in absence of manager.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Stayed current on local attractions and special events to help guests with entertainment options.
Implemented high-impact sales and marketing initiatives resulting in increased occupancy and profitability
Was supervisor from the front end to the back of the house
My responsibility was to ensure that day-to-day business operations run smoothly
The assistant manager will draw up weekly schedules, order merchandise, and assist the general manager with training, recruiting, promotions and planning
Open or close on-line sells through Fosse making sure our rates were regulated properly
Daily shift cash counts, payroll with assistance or corporate.
10/2016 to 11/2017
Front Desk AgentQuality Inn Choice Hotels – City, STATE,
Process guest arrivals and departures including all necessary payments
Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
Communicated with all hotel departments efficiently and maintain the function board in the hotel lobby
Advised housekeeping staff when rooms have been vacated and are ready for cleaning
Processed all guest reservations including guest follow up obtaining all necessary information and accurately entering it into computer system also made credit card and financial transaction upon departures and arrivals.
Education and Training
Expected in 10/2023
Associate of Arts: Human Service Pitt Community College - Winterville, NC, GPA:
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