Amy Hartman
Fort Wayne,INDIANA
Summary
Dynamic and results-oriented professional with extensive experience in hospitality management at Hilton Hotel & Resorts. Excelled in guest relations and staff training, significantly enhancing customer satisfaction and team efficiency. Skilled in guest complaint resolution and hospitality, achieving consistently high guest satisfaction ratings. Proven track record of fostering a positive work culture and streamlining operations for peak performance.
Hospitality professional prepared for advancing hotel operations and guest services. Extensive experience managing hotel activities, improving service quality, and leading teams to achieve goals. Known for fostering collaborative environments and adapting to dynamic situations. Expertise in staff training and guest relations.
Diligent with comprehensive background in hotel management, ensuring smooth operations and guest satisfaction. Proven track record in optimizing hotel services, enhancing guest experiences, and leading high-performance teams. Demonstrated expertise in conflict resolution and staff development.
Overview
15
15
years of professional experience
Work History
Hotel Manager
Hilton Hotel
01.2016 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
Front Desk Agent
Hilton Hotel & Resorts
01.2013 - 01.2016
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Increased customer loyalty with exceptional communication skills and personalized service.
- 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.
Housekeeper
Hilton Hotel & Resorts
01.2010 - 01.2013
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
Education
Bachelor of Administration - Hospitality And Tourism Management
Purdue University
Fort Wayne05-2020
Skills
- Guest complaint resolution
- Guest relations management
- Guest services management
- Cash handling
- Staff scheduling
- Staff training
- Hospitality
- Office and staff streamlining
Timeline
Hotel Manager
Hilton Hotel
01.2016 - Current
Front Desk Agent
Hilton Hotel & Resorts
01.2013 - 01.2016
Housekeeper
Hilton Hotel & Resorts
01.2010 - 01.2013
Bachelor of Administration - Hospitality And Tourism Management
Purdue University