Summary
Overview
Work History
Skills
Certification
Timeline
Generic

AMY MAPLE

Bountiful,Utah

Summary

Experienced professional with over nine years of expertise in customer service, hospitality, and management. Skilled in leading teams, resolving conflicts, and delivering exceptional guest experiences in high-pressure environments. Proficient in Microsoft Office Suite, Microsoft Teams, Axis, Delta Term, and Fosse PMS. Adept at training and mentoring staff, providing online support instruction, and creating memorable experiences for VIP customers.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Front Desk Supervisor/Manager on Duty

Springhill Suites by Marriott Downtown Salt Lake
12.2023 - Current
  • Manage and oversee all front desk operations, ensuring efficient daily workflows
  • Train, mentor, and evaluate front desk associates to maintain high service standards
  • Develop staff schedules and manage labor costs while meeting operational needs
  • Resolve guest inquiries, complaints, and escalations to ensure a superior guest experience
  • Monitor and manage room inventory, coordinating with housekeeping and sales for optimal occupancy and revenue
  • Implement and maintain property policies, procedures, and service protocols
  • Conduct performance reviews and provide ongoing coaching to enhance team productivity and morale
  • Collaborate with management to identify and execute process improvements

Sky Club Ambassador

Delta Air Lines
08.2022 - 10.2023
  • Welcomed and assisted guests with check-in, ticketing, and rebooking services, including high-value customers
  • Created memorable “Surprise and Delight” moments for special occasions and VIP guests, enhancing loyalty
  • Maintained a warm, inviting, and luxurious environment within the Sky Club
  • Assisted guests with boarding passes, flight information, and travel needs

Customer Experience Supervisor & Online Support Instructor

Delta Air Lines
08.2015 - 08.2022
  • Supported domestic and international travelers, including passengers with disabilities, and addressed CRO-related issues
  • Delivered exceptional service to Delta SkyMiles Diamond Medallion members and high-value customers
  • Managed escalations and mentored team members to foster a customer-focused culture
  • Served as an Online Support Instructor for new hires and supervisors, providing onboarding, training, and system guidance
  • Trained new hires on reservation systems and customer care best practices
  • Provided expert support for reissues, escalations, and decision-making in complex travel situations

Skills

  • Team Leadership & Management
  • Customer Service & Care
  • Hospitality Training & Operations
  • Online Support Instruction
  • High-Value Customer Support
  • Guest Experience Enhancement
  • Conflict Resolution
  • Operational Oversight
  • Decision-Making & Problem Solving
  • Microsoft Office Suite, Microsoft Teams, Axis, Delta Term, Fosse PMS

Certification

  • Extensive training in work ethic, organizational skills, conflict resolution, and decision-making
  • Hospitality training and operations experience
  • SkyMiles Sales and Support Certification
  • CPR Certified

Timeline

Front Desk Supervisor/Manager on Duty

Springhill Suites by Marriott Downtown Salt Lake
12.2023 - Current

Sky Club Ambassador

Delta Air Lines
08.2022 - 10.2023

Customer Experience Supervisor & Online Support Instructor

Delta Air Lines
08.2015 - 08.2022

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AMY MAPLE