Amie Armstrong
Manhattan,KS
Summary
Versatile and dynamic professional with a proven track record at Bluemont Hotel, excelling in hospitality services and office management software. Renowned for transforming customer service through training and coaching, leading to a significant improvement in guest satisfaction. Expert in building rapport and adept in Microsoft Excel, showcasing a blend of hard and soft skills to drive operational excellence.
Overview
8
8
years of professional experience
Work History
Front Office Manager
Bluemont Hotel
01.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Front Desk Agent
Bluemont Hotel
01.2021 - 01.2022
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Trained new staff members in customer service techniques and hotel operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Preschool Teacher
Neighborhood Learning Center
11.2017 - 01.2021
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Applied play-based strategies to provide diverse approaches to learning.
- Assisted and supervised [Number] children through entire school day.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Created safe and nurturing learning environment for preschoolers.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Developed innovative activities to engage young children in learning process.
- Established positive relationships with students and families.
- Monitored classroom to verify safe and secure environment.
Assistant Store Manager
Maurices
07.2016 - 11.2016
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Created and maintained safe and secure work environments for employees.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Education
No Degree - Business Administration
Kansas State University
ManhattanHigh School Diploma -
Manhattan High School
Manhattan, KS05-2003
Skills
- Office correspondence
- Hotel information
- Hospitality services
- Training and coaching
- Issue handling
- Office management software
- Reservations assistance
- Reception operations
- Policy and procedure modification
- Scheduling
- Complaint resolution
- Microsoft Excel
- Multi-line telephone operations
- Filing
- High-energy attitude
- Opening and closing accounts
- Microsoft PowerPoint
- Follow-up skills
- Typing proficiency
- Hospitality and accommodation
- Customer consulting
- Building rapport
- Key holder experience
Timeline
Front Office Manager
Bluemont Hotel
01.2022 - Current
Front Desk Agent
Bluemont Hotel
01.2021 - 01.2022
Preschool Teacher
Neighborhood Learning Center
11.2017 - 01.2021
Assistant Store Manager
Maurices
07.2016 - 11.2016
No Degree - Business Administration
Kansas State University
High School Diploma -
Manhattan High School
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