A hard working, performer with skills in customer service . Proven success in leadership, operational excellence and organizational development with keen understanding of elements of hospitality business. Recognized for inspiring team members to excel and encouraging creative work environments.
Positive team player with an exceptional eye for detail and approachable yet determined attitude.
Skills
Issue resolution
Leadership
Inventory oversight
Training and development
Exceptional customer support
Employee management
Conflict mediation
Hospitality services
Training and coaching
Listening skills
Planning and organization
Reservations assistance
Experience
07/2021 to Current
Front Office SupervisorBenchmark Hospitality – Kitty Hawk, NC,
Kept close eye on front desk to promptly address and resolve issues.
Supported school director and teaching staff by greeting visitors, taking messages, responding to emails and completing clerical tasks.
Fielded complaints from clients and customers and rectified issues.
Completed employee evaluations and created plans to reward or enhance performance.
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Organized resources and staff necessary to handle requirements and maintain strong service levels.
Oversaw CRM updates and backups, report generation and troubleshooting requisition.
Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
Monitored office inventory to maintain supply levels.
Hired and trained front desk agents and monitored compliance with company procedures.
06/2018 to 07/2021
Pre-Arrival Coordinator Hilton Worldwide – Deerfield Beach, FL,
Multi- tasked completing a shift check list while answering calls, responding to emails, and completing kipsu text messages.
Balanced rooms, studied the tape chart, and totals through out my shift.
Working with all departments, such as security, engineering, PBX, sales, finance, to ensure we give our guests the best possible customer service possible.
Assisted with the line, and took over the supervisor role at many occasions.
Investigated and resolved customer complaints to foster satisfaction.
Worked with the CRM, service recoveries, and followed up with guest to ensure of their satisfaction.
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
Offered pricing and feature recommendations to guests and made room upsells and non- room upsells.
Worked with team members to see through guest issues
Established great communication with all team members through out the shift, via email and skype business tools.
Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention.
Converted community contacts into potential clients through networking, consistency and credibility.
05/2016 to 07/2018
Front Desk Night Auditor/ Trainer Hilton Bonnet Creek & Waldorf Astoria – City, STATE,
Kept accounts in balance and ran daily reports to verify totals.
Remade the checklist for night audit and found new ways to run specific reports
Corresponded with group event coordinators and event planners with group reports.
Collaborated with the overnight team and to handle guest requirements from check-in through check-out.
Updated customer accounts with add-on room charges, including minibar use and room service bills.
Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
Oversaw fast-paced front desk operations at busy over sold nights in a facility with as many as 1009 guests.
Reviewed checklist on daily basis and planned shift accordingly.
Ran daily, weekly and monthly reports to close day and meet objectives.
Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Balanced hotel accounts and resolved discrepancies.
Performed nightly updates to room charges and rates.
Trained and mentored staff on procedures, service standards and productivity strategies.
Documented accounts and logs throughout shift to keep up with all requirements.
Completed late check-ins and directed guests to rooms and facilities.
Checked requests and room service for accuracy and any needed assistance.
Education and Training
Expected in
Associate of Arts: Psychology And Anthropology University of Central Florida - Orlando, FL GPA:
Expected in
High School Diploma: Cypress Creek High School - Orlando, FL GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
