Ashley Jean Baptiste
Fort Lauderdale
Summary
Professional with strong background in hospitality management, prepared to excel in guest services and team leadership. Proven track record in enhancing guest experiences, improving operational efficiency, and fostering collaborative work environment. Skilled in conflict resolution, staff training, and multitasking, with flexible approach to dynamic situations. Reliable, results-driven, and adept at maintaining high standards in service delivery.
Hospitality professional with proven track record in front desk management. Recognized for enhancing guest satisfaction and operational efficiency. Team-focused and adaptable, excelling in dynamic environments and committed to delivering top-notch service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hotel Front Desk Supervisor
Atlantic Hotel and Spa
Fort Lauderdale, FL
08.2022 - 02.2023
- Managed inventory of supplies, reducing costs through strategic vendor negotiations.
- Implemented procedures that improved accuracy in billing and reservations management.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Improved communication among various hotel departments by implementing weekly meetings that focused on collaboration and teamwork.
- Managed inventory of supplies at the front desk, ordering additional resources when necessary to maintain efficient operations.
- Conducted regular performance evaluations for front desk staff, identifying areas for improvement and providing constructive feedback.
- Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
- Updated hotel policies as needed to comply with industry standards and local regulations, communicating these updates clearly to staff members.
Hotel Front Desk Supervisor
Marriott Boca Renaissance
Boca Raton, FL
08.2020 - 09.2022
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Fostered safe lodging environment with reliable and effective security services.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Evaluated and promptly resolved lodging facility operational issues.
Hotel Front Desk Agent
Holiday Inn Express Hotel
Dania Beach, FL
07.2018 - 08.2020
- Trained new front desk staff on procedures and hotel systems for seamless operations.
- Coordinated with housekeeping to maintain room readiness and cleanliness standards.
- Delivered exceptional customer service, resolving guest inquiries and complaints effectively.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Streamlined reservation processes for improved booking experience and increased room occupancy rates.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
Hotel Front Desk Supervisor
Marriott North
Fort Lauderdale, FL
06.2018 - 07.2020
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new staff on customer service standards and hotel policies.
- Resolved guest complaints efficiently, enhancing overall satisfaction and loyalty.
- Coordinated daily team schedules, optimizing staffing levels for peak periods.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Collaborated with management to develop promotional packages, driving occupancy rates significantly higher.
Hotel Front Desk Agent
Marriott North
Fort Lauderdale, FL
03.2016 - 04.2018
- Provided information on local attractions and services, improving guest engagement and experience.
- Assisted in training new front desk staff, fostering a collaborative team environment.
- Monitored inventory of office supplies and amenities, ensuring adequate stock levels for operations.
- Conducted nightly audits to verify billing accuracy and maintain financial integrity within the department.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Hotel Front Desk Agent
Candle Suites
Fort Lauderdale, FL
01.2014 - 02.2015
- Managed guest check-in and check-out processes efficiently, enhancing overall customer experience.
- Addressed guest inquiries and resolved issues promptly, ensuring satisfaction and loyalty.
- Collaborated with housekeeping to maintain room readiness and cleanliness standards consistently.
- Processed reservations using hotel management software, optimizing booking accuracy and efficiency.
- 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.
Education
Associate of Science - Physical Therapy
Florida International University
Miami, FL05-2017
Skills
- Flexible schedule
- Cash handling expertise
- Staff training and development
- Policy enforcement
- Property management systems
- Hotel industry experience
- Reservation management
- Administrative tasks
- Guest satisfaction monitoring
- Room availability
- Microsoft office
- Guest relations
- Professional appearance
- Customer service
- Problem-solving
- Teamwork and leadership
- Problem-solving abilities
- Front office operations
- Front desk operations
Accomplishments
- Achieved by completing [Task] with accuracy and efficiency.
Certification
- CM - Certified Manager Certification
Languages
French
Professional Working
Timeline
Hotel Front Desk Supervisor
Atlantic Hotel and Spa
08.2022 - 02.2023
Hotel Front Desk Supervisor
Marriott Boca Renaissance
08.2020 - 09.2022
Hotel Front Desk Agent
Holiday Inn Express Hotel
07.2018 - 08.2020
Hotel Front Desk Supervisor
Marriott North
06.2018 - 07.2020
Hotel Front Desk Agent
Marriott North
03.2016 - 04.2018
Hotel Front Desk Agent
Candle Suites
01.2014 - 02.2015
Associate of Science - Physical Therapy
Florida International University