Alaina Austin
Centralia,WA
Summary
Accomplished Front Desk Manager, adept in office supervision and customer service, enhancing operational efficiency and guest satisfaction. Leveraged multitasking and problem-solving skills to streamline front desk operations, achieving a significant reduction in customer complaints. Proven track record in fostering teamwork and collaboration, ensuring high standards of service across all touchpoints.
Overview
9
9
years of professional experience
Work History
Night Auditor
Mariott Hotel
Grand Mound, WA
10.2021 - 06.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Dietary Aide
Providence Health & Services
Lacey, WA
09.2018 - 09.2019
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Maintained accurate records of patient meal orders to ensure appropriate distribution of meals according to individual requirements.
- Maintained strict adherence to HIPAA regulations when handling patient information, protecting confidentiality at all times.
Front Desk Manager
Great Wolf Lodge
Centralia, WA
09.2016 - 05.2018
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- 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.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Customer Service Manager
Walmart
Lacey, WA
02.2014 - 08.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Receptionist
Dsn Software
Centralia, WA
01.2013 - 08.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Education
Diploma - General
Centralia High School
Centralia, WA06.2008
Skills
- Front Desk Operations
- Multitasking and Organization
- Problem-Solving
- Strong Work Ethic
- Punctual and Dependable
- Teamwork and Collaboration
- Office Supervision
- Customer Service
Timeline
Night Auditor
Mariott Hotel
10.2021 - 06.2022
Dietary Aide
Providence Health & Services
09.2018 - 09.2019
Front Desk Manager
Great Wolf Lodge
09.2016 - 05.2018
Customer Service Manager
Walmart
02.2014 - 08.2016
Receptionist
Dsn Software
01.2013 - 08.2013
Diploma - General
Centralia High School