Alyssa Anderson-Rodney

Hotel Front Desk Supervisor

Doubletree By Hilton Rocky Point

Tampa, FL

02.2024 - Current

Trained new hires on procedures, policies, and customer service expectations.
Resolved guest complaints in a professional manner.
Monitored front desk staff to ensure they met customer service standards.
Greeted guests and checked them in and out of the hotel.
Provided information about local attractions and events.
Implemented best practices to maximize efficiency at the front desk area.
Reviewed guest feedback forms to identify areas needing improvement.
Answered telephone inquiries from customers in a timely manner.
Coordinated with housekeeping staff regarding room availability and occupancy levels.
Assisted guests with reservations for dining, spa services, and other amenities offered by the hotel.
Managed inventory of supplies used at the front desk.
Developed and implemented strategies to improve customer satisfaction.
Processed payments for services rendered at the front desk.
Performed administrative duties as required such as filing paperwork or updating records.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Responded to inquiries and room requests made online, by phone and via email.
Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
Managed team of front desk agents, supervising personnel in issue resolution.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Assisted guests at check-in, providing information on various services within hotel.
Delegated work to staff, setting priorities and goals.
Responded to and resolved guest issues or complaints.
Advised housekeeping staff of rooms vacated and ready for cleaning.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Oversaw recruiting, interviews and new employee hiring.
Coached staff on strategies to enhance performance and improve customer relations.