Bobbi Randall
Crandon,WI
Summary
Dynamic professional with extensive experience at Mole Lake Casino & Lodge, excelling in guest relations and team building. Proven track record in enhancing customer satisfaction through effective problem-solving and staff training. Skilled in reservations management, consistently optimizing operational efficiency and fostering a collaborative work environment.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Mole Lake Casino & Lodge
09.2021 - Current
- 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.
- Scheduled and assigned daily work and activities for team members.
- 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.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
Executive Assistant
Mole Lake Casino & Lodge
01.2015 - 02.2020
- During my time as executive assistant I also served as interm manager for Bingo on a few separate occasions. I also was interm hotel manager a few times.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Organized and coordinated conferences and monthly meetings.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences.
- Assisted in the development of company policies and procedures, contributing to a more organized work environment.
- Improved office efficiency by implementing new filing systems and document management processes.
- Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
- Collaborated on special projects to improve overall business operations within the organization efficiently.
- Contributed to budget management by monitoring expenses and providing detailed expenditure reports regularly.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Negotiated with vendors for cost savings, securing high-quality services at reduced rates.
- Fostered positive work environment, organizing team-building activities and events.
- Supported strategic planning sessions, providing logistical support and compiling necessary background materials.
- Supported HR activities, facilitating hiring process by scheduling interviews and liaising with candidates.
- Maintained strict confidentiality of sensitive information, upholding company's privacy policies and ethical standards.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Updated and maintained confidential databases and records.
Interm Bingo Manager
Mole Lake Casino & Lodge
01.2017 - 02.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Hotel Manager
Mole Lake Casino & Lodge
01.2016 - 02.2017
- 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.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Developed and implemented marketing strategies to promote hotel services.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Provided services efficiently and with high level of accuracy.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Maintained strict adherence to budgetary guidelines while allocating resources effectively across departments.
- Developed comprehensive emergency response plans to prioritize safety during crisis situations.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Coordinated renovations projects, minimizing disruptions to guests while improving the overall aesthetic of the property.
- Collaborated with sales teams on promotional strategies designed to drive increased interest in lodging at our establishment.
- Cultivated lasting relationships with key community members via outreach efforts aimed at fostering support for our business among locals.
- Enhanced revenue by creating and promoting attractive package deals, targeting both new and returning guests.
- Responded to guest complaints with effective solutions, turning potential negative experiences into positive ones.
- Oversaw daily financial transactions, ensuring accuracy in billing and improving hotel's financial health.
- Implemented energy-saving measures, reducing operational costs without compromising on guest comfort.
- Managed crisis situations, maintaining guest safety and satisfaction during unexpected events.
- Analyzed market trends to adjust pricing strategies, keeping hotel competitive while maximizing profits.
- Evaluated and promptly resolved lodging facility operational issues.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Education
Associates Of Liberal Arts - Art Education
Nicolet Technical College
Rhinelander, WI2009
Highscool Diploma -
Crandon
Crandon, WI2006
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Word processing
- Data entry efficiency
- Team building proficiency
- Training and mentoring
- Staff supervision
- Staff training and development
- Scheduling and planning
- POS system operation
- Reservation management
- Exceptional communication
- Task delegation
Timeline
Front Desk Supervisor
Mole Lake Casino & Lodge
09.2021 - Current
Interm Bingo Manager
Mole Lake Casino & Lodge
01.2017 - 02.2018
Hotel Manager
Mole Lake Casino & Lodge
01.2016 - 02.2017
Executive Assistant
Mole Lake Casino & Lodge
01.2015 - 02.2020
Associates Of Liberal Arts - Art Education
Nicolet Technical College
Highscool Diploma -
Crandon
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