Kimberly Olsem
Reno,NV
Summary
Proven leader in hospitality management, notably at Atlantis Casino, where I leveraged exceptional communication and multitasking proficiency to enhance guest satisfaction and streamline operations. Skilled in Forbes Customer Service Training and problem-solving, I significantly improved VIP client retention. My adaptability and team collaboration efforts led to a noticeable increase in positive online reviews, showcasing my commitment to excellence and reliability.
Overview
24
24
years of professional experience
Work History
VIP Representative
Silver Legacy
- Developed strong relationships with frequent guests, anticipating their preferences and tailoring services accordingly.
- Enhanced guest experience by providing personalized service and addressing individual needs.
- Assisted VIP guests in booking reservations for events, dining, and transportation to ensure a seamless visit.
- Streamlined check-in process for VIPs, ensuring minimal wait time and prioritizing their needs.
- Managed guest complaints with professionalism, resolving issues promptly and effectively.
- Organized exclusive events for VIP guests, creating memorable experiences that encouraged loyalty and repeat business.
- Trained new team members on best practices for handling VIP clientele, fostering a culture of high service standards across the department.
- Maintained a strong knowledge of event schedules and venue details to provide accurate information to guests.
- Offered personalized recommendations for local attractions based on specific interests of each VIP guest.
- Created welcoming and comfortable environment for guests.
Assistant Front Desk Manager
Nugget Casino
04.2021 - Current
- Assisted manager with guest check-in and check-out and provided customer service.
- Organized group bookings efficiently by collaborating with sales teams to ensure seamless coordination of reservations and billing arrangements.
- Ensured adherence to hotel policies by monitoring employee compliance during shifts.
- Contributed positively towards a welcoming work environment that encouraged collaboration amongst colleagues.
- Worked with housekeeping team to resolve issues or questions.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Maintained accurate financial records, processing payments and balancing cash drawers daily.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Completed employee appraisals to conduct annual reviews.
- Served as a knowledgeable resource for guests seeking recommendations on local attractions, dining options, or transportation services.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Assisted in staff training, ensuring consistent quality service to guests from all team members.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Responded to customer service inquiries, both in-person and by telephone.
Assistant Hotel Front Desk Manager
Atlantis Casino
04.2018 - 04.2021
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Resolved guest complaints by addressing issues with rooms promptly.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
VIP Services Representative
Atlantis Casino
01.2012 - 04.2018
- Maintained detailed records of VIP guest preferences to personalize their experience during future visits.
- Contributed to the development and implementation of policies and procedures aimed at enhancing overall quality of service provided by the VIP team.
- Built strong relationships with high-profile clients, fostering loyalty and repeat business.
- Provided exceptional service by quickly responding to requests from VIP clients, ensuring their satisfaction throughout their stay.
- Assisted in training new team members on company policies and procedures related to the handling of VIP services.
- Achieved higher levels of guest satisfaction by providing personalized recommendations based on individual preferences and interests.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
PBX Hotel Operator
Atlantis Casino
04.2011 - 01.2012
- Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
- Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
- Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
Hotel Front Desk Agent
Silver Legacy
11.2009 - 04.2011
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Developed strong rapport with returning guests, providing personalized service that led to increased positive reviews online.
Hotel Front Desk Clerk
Silver Legacy
09.2000 - 10.2009
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
Education
Associate of Applied Science - Medical Assisting
Career College of Northern Nevada
Sparks, NV06.2019
Skills
- Strong empathy
- Exceptional communication
- Multitasking proficiency
- Forbes Customer Service Training
- Problem-Solving
- Time Management
- Problem-solving abilities
- Reliability
- Excellent Communication
- Team Collaboration
- Adaptability and Flexibility
- Training and mentoring
Timeline
Assistant Front Desk Manager
Nugget Casino
04.2021 - Current
Assistant Hotel Front Desk Manager
Atlantis Casino
04.2018 - 04.2021
VIP Services Representative
Atlantis Casino
01.2012 - 04.2018
PBX Hotel Operator
Atlantis Casino
04.2011 - 01.2012
Hotel Front Desk Agent
Silver Legacy
11.2009 - 04.2011
Hotel Front Desk Clerk
Silver Legacy
09.2000 - 10.2009
VIP Representative
Silver Legacy
Associate of Applied Science - Medical Assisting
Career College of Northern Nevada
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