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Hotel Front Desk Supervisor Resume Example

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HOTEL FRONT DESK SUPERVISOR
Professional Summary

Seasoned Hospitality professional competent in keeping guest needs balanced with business goals. Enthusiastic about delivering superior service to every guest. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Looking for a position in hospitality industry focused on providing exceptional service.

Skills
  • Welcoming guests
  • Multi-line phone systems
  • Correspondence management
  • Supply stocking
  • Guest experiences
  • Office and staff streamlining
  • Guest accommodations
  • Computer skills
  • Responsible
  • Multitasking abilities
  • AS400
  • Customer service
  • Software applications
Work History
Hotel Front Desk Supervisor | Company Name - City, State06/2020 - Current
  • Answered multi-line phone system to respond to serious inquiries and transfer calls to correct departments and personnel. Handle difficult/upset guests over the phone
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in/check-out process.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues, while communicating and working together with other departments to satisfy guest requests.
  • Provided guests with above-and-beyond service, including resolving guests issues while provide 4-Diamond customer services.
  • Supervised the front desk agents and helped to resolve issues that arising during shifts.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Coached employees and trained on methods for handling various aspects of complaints, complicated issues and difficult customers.
Service Excellence Supervisor | Company Name - City, State09/2018 - 03/2020
  • Troubleshot guest issues through reviews/social media and handle concerns to bring positive organizational change while providing 4-DIamond customer service.
  • Evaluated all departments to identify strengths and weaknesses in operations and service to better communicate with guests.
  • Matured strong customer and general organizational team relationships, all to boost customer satisfaction ratings as well as better relationship with different departments.
  • Recruited, hired and trained new team members in the Service Excellence team
  • Coached employees and trained on methods for handling various aspects of complaints, complicated issues and difficult guests.
  • Work with the team and make the schedule, taking into consideration vacation/PTO/requested time off
  • Attend weekly department meetings to understand current projects, constructions, renovations, events, etc.
Night Auditor / Relief Supervisor | Company Name - City, State10/2016 - 09/2018
  • Investigated auditing discrepancies by reconciling cash drop, front desk agent banks, and credit card transactions.
  • Verified deposits, rectified discrepancies and processed end-of-day paperwork using LMS/AS400
  • Reviewed daily financial statements and completed end-of-day paperwork in DataMagine and LMS/AS with 100% accuracy.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems.
  • Handled all duties and tasks for Night Auditor / Relief Supervisor and concierge during busy periods to maintain front desk efficiency.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Supervised front desk agents and helped to resolve issues arising during shifts.
  • Answered multi-line phone system to respond to serious inquiries and transfer calls to correct departments and personnel. Handle difficult/upset guests over the phone
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in/check-out process.
Front Desk Clerk | Company Name - City, State03/2014 - 10/2016
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
Education
Lone Pine High School - City, State06/2010High School Diploma
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Resume Overview

School Attended

  • Lone Pine High School

Job Titles Held:

  • Hotel Front Desk Supervisor
  • Service Excellence Supervisor
  • Night Auditor / Relief Supervisor
  • Front Desk Clerk

Degrees

  • High School Diploma

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