Kiara Springer

Staff Supervision

• Oversee the front desk team, assign task and ensure a cohesive and efficient workflow.

Reservation Management/ Billing

• Handle room booking, reservations modifications, cancellations and optimizing hotel occupancy. Handle charge backs and credit card disputes.

Reporting

• Preparing daily occupancy reports, reviewing daily billing logs and other relevant

metrics.

Training and Development

• Train new front desk staff, promoting a positive and safe work environment as well as conduct ongoing training with new night audit personal.

Collaboration

• Coordinate with other departments such as housekeeping and sales (etc.)

for seamless overall hotel operations.

Customer Service

• Address guest inquires, resolve guest issues and ensure that all guest have a positive experience. Handle escalated guest concerns.

Upkeep of Records

• Maintain accurate records of guest transactions and ensure that daily deposits are being taken. I am responsible for the daily oversight of the billing ledger. Ensuring all guest have a zero balance.

• Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
• Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
• Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
• Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
• Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
• Collected room deposits, fees, and payments.
• Solicited and reviewed guest feedback and promptly resolved complaints.

• Enhanced customer retention by addressing concerns and resolving issues in a timely manner.
• Increased customer account renewals through proactive account management and personalized offers.
• Reduced hold times by streamlining processes for faster issue resolution during peak hours.
• Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
• Collaborated with team members to identify opportunities for process improvements and increased efficiency.
• Improved overall customer satisfaction through active listening, empathy, and providing tailored solutions.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Promoted available products and services to customers during service, account management, and order calls.

• Exceeded monthly targets for response time and resolution rate consistently, maintaining high standards of support quality.
• Managed escalated cases professionally, liaising between clients and internal departments for optimal outcomes.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Boosted customer retention rates, implementing a comprehensive follow-up system to ensure timely assistance.
• Sought ways to improve processes and services provided.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
• Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
• Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
• Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
• Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
• Improved response times to guest requests through effective delegation of tasks among team members.
• Utilized reservation software programs proficiently, optimizing room bookings and maintaining accurate guest information.
• Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
• Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Scheduled and assigned daily work and activities for team members.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.