Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated ability to adapt to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. As well as skilled in resolving guest complaints in an expedient manner utilizing tact, diplomacy and critical thinking. Driven to foster satisfaction and superior service through dedication to exceeding guest expectations.
Skills
Luxury guest services expertise
Service operations management
Personable guest service
Team member development
Hospitality and service knowledge
Timely complaint resolution
Administrative skills
Conflict management
Customer relations
Inventory control
Experience
04/2018 to 11/2019
Guest Service Agent/Front Office Operations ManagerFairfield Inn And Suites By Marriott Hobby Airport – City, STATE,
Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
Provided guest assistance and information regarding local attractions and points of interest.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Responded to guests, including email, telephone and in-person inquiries.
Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
Mentored new staff on correct procedures, compliance requirements and performance strategies.
Investigated guest complaints and utilized critical thinking to foster expedient resolution.
Managed customer complaints and rectified issues to complete satisfaction.
Provided key administrative support to [Number] coworkers, taking on tasks like [Task] and [Task] during peak times.
Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Resolved guest challenges and complaints by applying resourceful and actionable solutions.
Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to [Job Title] on [Timeframe] basis.
Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
Personally addressed and welcomed [Number] guests to business per day, improving overall customer service and engagement.
Set and optimized employee schedules to secure proper coverage for all shifts.
02/2016 to 03/2018
Guest Service Agent/Night AuditorHomewood Suites By Hilton IAH Airport – City, STATE,
Greeted arriving guests to provide assistance and facilitate check-ins.
Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction.
Managed guest check-in and check-out procedures, reservations and payments.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Answered guest inquiries regarding hotel offerings and services.
Completed financial audits on a scheduled basis.
Detailed all policies and procedures, including safety information to guests upon hotel check in.
Managed customer complaints and rectified issues to complete satisfaction.
07/2016 to 12/2016
Guest Service Agent/Night AuditorCourtyard By Marriott Greenspoint – City, STATE,
Managed guest check-in and check-out procedures, reservations and payments.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Shared key information regarding the hotel to guests, including details about the pool and restaurants.
Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to [Job Title] on [Timeframe] basis.
Established a knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests.
Resolved guest challenges and complaints by applying resourceful and actionable solutions.
Detailed all policies and procedures, including safety information to guests upon hotel check in.
Managed customer complaints and rectified issues to complete satisfaction.
Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
04/2014 to 05/2015
Houseman/Guest Service AgentHomewood Suites By Hilton Kingwood-Parc – City, STATE,
Organized supplies for efficient use based on expected customer needs.
Cleaned, sanitized and restocked bathrooms every [Timeframe] to keep facilities fresh.
Completed daily well checks, including measuring tanks, checking flowlines and recording pressures.
Washed and polished glass windows and doors to keep entryways clear and professional.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Greeted arriving guests to provide assistance and facilitate check-ins.
Managed guest check-in and check-out procedures, reservations and payments.
Managed customer complaints and rectified issues to complete satisfaction.
Provided concierge services for guests as needed.
Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Education and Training
Expected in 05/2012
High School Diploma: Nimitz High School - Houston, TX GPA:
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School Attended
Nimitz High School
Job Titles Held:
Guest Service Agent/Front Office Operations Manager
