Caitlin Culpepper
Centerville
Summary
Dynamic Front Desk Concierge with a proven track record at RSJ Hospitality LLC, excelling in guest relations and conflict resolution. Skilled in property management software and training new staff, I enhance customer satisfaction through exceptional communication and strong multitasking abilities, fostering loyalty and repeat visits.
Overview
4
4
years of professional experience
Work History
Front Desk Concierge
RSJ Hospitality LLC
08.2023 - Current
- Greeted and assisted guests upon arrival, ensuring a welcoming and professional atmosphere.
- Managed check-in and check-out processes efficiently, enhancing guest satisfaction.
- Provided information on local attractions and services, fostering positive guest experiences.
- Handled guest inquiries and resolved issues promptly, ensuring timely communication and support.
- Coordinated with housekeeping and maintenance teams to ensure room readiness and comfort.
- Maintained accurate records of reservations and special requests for seamless operations.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained up-to-date knowledge of hotel policies, procedures, events, promotions, ensuring accurate information was communicated to guests.
- Managed phone lines efficiently, directing calls to the appropriate departments or taking messages as needed.
- Provided knowledgeable recommendations for local attractions, dining options, and transportation services to enhance guest experiences.
- Collaborated effectively with team members to maintain smooth operations during peak hours or high occupancy periods.
- Maintained a clean and organized front desk area, contributing to a welcoming atmosphere for guests.
- Streamlined check-in and check-out processes for increased efficiency and improved guest experience.
- Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.
- Answered multi-line phone system and enthusiastically greeted callers.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees, and payments.
Food Handler
Country Cousins Restaurant
02.2023 - 08.2023
- Ensured adherence to food safety and sanitation standards during food preparation and service.
- Collaborated with team members to streamline operational workflows, enhancing service efficiency.
- Monitored inventory levels, assisting in restocking supplies to maintain operational readiness.
- Conducted regular quality checks on food items to ensure freshness and safety for customers.
- Engaged with customers to address inquiries, fostering a welcoming dining environment.
- Participated in team meetings to discuss operational challenges and propose actionable solutions.
- Collaborated with team members to maintain a smooth workflow during peak service hours, contributing to an efficient operation.
- Consistently maintained a positive attitude and strong work ethic, contributing to a high-performing team environment.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Enhanced customer satisfaction by providing prompt, friendly service while accurately fulfilling food orders.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported kitchen staff in daily operations, including prep work, cooking, and dishwashing as needed to ensure seamless service.
Front Desk Concierge
Super 8 By Wyndham
08.2021 - 02.2023
- Trained new staff on front desk procedures, improving team performance and service quality.
- Implemented feedback mechanisms to gather guest insights for continuous service improvement.
- Performed administrative tasks including filing paperwork, maintaining inventory of office supplies and coordinating maintenance requests.
- Utilized reservation software proficiently to manage bookings and track important guest details accurately.
- Assisted in training new team members on front desk procedures and best practices for exceptional service delivery.
- Coordinated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Processed payments accurately, balancing cash drawer at the end of each shift.
- Maintained clean and organized front desk areas to uphold polished company image.
- 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.
- Greeted guests upon arrival by providing warm welcome.
- Created welcoming and comfortable environment for guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Maintained accurate and up-to-date records of guest information.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed check-in and check-out procedures for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Upheld hotel policies and procedures by providing high level of customer service.
- Provided accurate information regarding local attractions, restaurants and activities.
- Assisted guests with variety of services and local attraction information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Greeted and assisted guests upon arrival, ensuring a welcoming and professional atmosphere.
- Managed check-in and check-out processes efficiently, enhancing guest satisfaction.
Education
No Degree -
Navarro College
Mexia, TXCertified Medicine Aide -
Sam Houston State University
Huntsville, TXCertified Nurses Aide -
Angelina College
Lufkin, TXHigh School Diploma -
Centerville JR/SR High School
Centerville, TX05.2000
Skills
- Team player attitude
- Conflict resolution
- Exceptional communication
- Strong multitasking
- Guest relations
- Property management software
- Customer service
- Concierge services
- Cash handling experience
- Training and mentoring
- Hospitality services
- Time management
- Front office support
- Listening skills
Timeline
Front Desk Concierge
RSJ Hospitality LLC
08.2023 - Current
Food Handler
Country Cousins Restaurant
02.2023 - 08.2023
Front Desk Concierge
Super 8 By Wyndham
08.2021 - 02.2023
No Degree -
Navarro College
Certified Medicine Aide -
Sam Houston State University
Certified Nurses Aide -
Angelina College
High School Diploma -
Centerville JR/SR High School