April Walters
Murfreesboro,Tennessee
Overview
17
17
years of professional experience
Work History
Front Desk Manager
Hilton Garden Inn Hotel
08.2016 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Attended staff meetings and brought issues to attention of upper management.
- Resolved guest complaints by addressing issues with rooms promptly.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Front Desk Supervisor & Administrative Assistant
DoubleTree Hotel
01.2008 - 08.2015
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure
Education
Bachelor of Science - Business Education
Pensacola Christian College
Pensacola, Florida05.1990
Timeline
Front Desk Manager
Hilton Garden Inn Hotel
08.2016 - Current
Front Desk Supervisor & Administrative Assistant
DoubleTree Hotel
01.2008 - 08.2015
Bachelor of Science - Business Education
Pensacola Christian College