BONNIE M SPROWL
Branford,US
Summary
Dedicated front desk associate committed to delivering exceptional guest experiences. Enhanced guest satisfaction scores through effective issue resolution and personalized service. Demonstrated strong attention to detail in cash management and booking accuracy, contributing to increased guest loyalty and positive feedback.
Overview
15
15
years of professional experience
Work History
Front Desk Associate
Town Place in Kansas City Missouri
Kansas City, MO
06.2007 - 02.2008
- Ensured customer satisfaction by addressing concerns promptly, resulting in zero complaints.
- Enhanced customer satisfaction by resolving problems with knowledgeable and friendly service, fostering positive guest experiences.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed the reservation system.
- Booked rooms, dining, and events for guests.
- Addressed customer billing inquiries to clarify charges and resolve issues efficiently.
- Managed difficult situations amicably.
- Maintained a welcoming environment.
- Utilized property management systems.
- Reduced booking errors by [Percentage].
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Led cross-training sessions between departments.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked effectively in team environments to make the workplace more productive.
- Worked effectively in team environments to make the workplace more productive.
Front Desk Agent
Towne Place Suites Broomfield
Broomfield, Colorado
08.2004 - 07.2006
- Managed check-in and check-out processes efficiently for all guests.
- Greeted guests warmly, ensuring a welcoming atmosphere at the hotel.
- Handled guest inquiries, providing accurate information on hotel services.
- Coordinated room assignments based on guest preferences and availability.
- Maintained cleanliness and organization of the front desk area at all times.
- Assisted with reservations, updating the system to reflect real-time availability.
- Collaborated with housekeeping to ensure timely room readiness for arrivals.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Resolved customer complaints promptly and courteously.
- Processed payments accurately and efficiently.
- Maintained cleanliness of lobby area at all times.
- Scheduled reservations for groups and special events.
- Provided information about hotel amenities, services, and local attractions.
Hotel Manager
Comfort Inn in Brighton Colo
Brighton, CO
06.1993 - 06.2004
- Fostered a positive work environment to enhance staff morale.
- Coordinated logistics and personalized services for high-profile guest stays to ensure memorable experiences.
- Adjusted rates in response to market demand.
- Hired and trained the housekeeping team of [Number].
- Maintained high standards of service.
- Coordinated recovery training for staff.
- Managed budgets for capital projects.
- Oversaw daily hotel operations and ensured exceptional guest experiences.
- Managed staff schedules and trained team members on service standards.
- Coordinated maintenance and housekeeping to maintain property quality.
- Resolved guest complaints promptly to maintain satisfaction levels.
- Built relationships with local businesses for partnerships and promotions.
- Conducted regular inspections of facilities to ensure compliance with safety regulations.
- Maintained high standards of quality control, hygiene, health and safety.
- Handled guest complaints professionally and efficiently.
- Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Delegated tasks and monitored employee performance in the hotel.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Made recommendations for salary and wage increases based on performance reviews.
- Ensured compliance with all local, state, and federal laws and regulations.
- Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
- Assisted guests at check-in, providing information on various services within hotel.
- Delegated work to staff, setting priorities and goals.
- Built and maintained productive relationships with employees.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Issued room keys and escort instructions to bellhops.
Education
High School - Loveland, CO
Campion Academy
05-1989
Skills
- Check-in/out processes
- Reservation systems
- Customer satisfaction metrics tracking
- Upselling techniques
- Daily occupancy reporting
- Financial reporting
- Cross-departmental communication
- Feedback analysis
- Phone etiquette and call handling
- Check-in optimization
- Hospitality team collaboration
- Shift management
Affiliations
- Community Service with Church
- Feeding Ministry
References
References available upon request.
Timeline
Front Desk Associate
Town Place in Kansas City Missouri
06.2007 - 02.2008
Front Desk Agent
Towne Place Suites Broomfield
08.2004 - 07.2006
Hotel Manager
Comfort Inn in Brighton Colo
06.1993 - 06.2004
High School - Loveland, CO
Campion Academy