Billie Donovan
Lewisburg,TN
Summary
Dynamic Front Desk Manager and Head Housekeeper with proven expertise in guest services oversight and team supervision. Excelled at Baymont Inn & Suit Hotel by enhancing operational efficiency and guest satisfaction. Skilled in hospitality services and conflict resolution, achieving a significant reduction in guest complaints. Trained new staff, emphasizing safety and security procedures.
Overview
10
10
years of professional experience
Work History
Front Desk Manager
Baymont Inn & Suit Hotel
02.2017 - Current
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest complaints by addressing issues with rooms promptly.
Head Housekeeper
Columbia Inn Motel
01.2015 - 02.2017
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Evaluated employee performance and developed improvement plans.
- Kept building entryway glass clean and polished for professional presentation.
Education
High School Diploma - Cosmology
Sylvania Northview High School
Sylvania, OH02.1996
Skills
- Registration processing
- Team building and supervision
- Cash control
- System updates
- Safety and security procedures
- Guest services oversight
- Guest check-in and check-out
- Rate changes
- VIP guest relations
- Hotel reservation systems
- Hospitality services
- Conflict and issue documentation
- Guest amenities
- Payment oversight
- Guest service oversight
- Marketing and promotions
- POS system operation
- Credit and cash payments
- Word processing
- Bookkeeping
- Daily reporting
- Computer reservations systems
- Property management systems
Timeline
Front Desk Manager
Baymont Inn & Suit Hotel
02.2017 - Current
Head Housekeeper
Columbia Inn Motel
01.2015 - 02.2017
High School Diploma - Cosmology
Sylvania Northview High School
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