Caitlin Foley
Allentown,PA
Summary
Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
11
11
years of professional experience
Work History
Front Desk Supervisot
Wind Creek Casino & Hotel
Bethlehem, PA
07.2019 - Current
- Managed over 50 customer calls and interactions per day
- Coordinated with other departments to ensure smooth and efficient service
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected room deposits, fees and payments.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
Front Desk Supervisor
Sands Bethlehem
Bethlehem , PA
06.2018 - 07.2019
- Managed over 50 customer calls and interactions per day
- Coordinated with other department to ensure smooth and efficient service
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Operations Manager
Marriott International, Inc.
Clearwater, FL
05.2017 - 06.2018
- Managed more than 50 customer calls or interactions per day
- Managed multiple departments with a team of 30-50
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Appraised inventory levels every week and ordered new merchandise to keep quantities well-stocked.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Supervised daily operations of multi-million dollar hotel operation.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Operations Manager
Marriott International, Inc.
Allentown, PA
02.2011 - 05.2017
- Managed more than 50 customer calls or interactions per day
- Managed multiple departments with a team of about 30-50
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Bachelor of Arts - Interpersonal Communications
Bloomsburg University of Pennsylvania
Bloomsburg, PA12.2010
Skills
- Customer Service
- Call Answering and Routing
- Data Entry and Database Software
- Telephone Etiquette
- Computer Proficiency
- Greet Guests
- Customer Complaint Resolution
- Microsoft Office
- Personnel Management
Languages
Spanish
Limited Working
Sign Language
Professional Working
Timeline
Front Desk Supervisot
Wind Creek Casino & Hotel
07.2019 - Current
Front Desk Supervisor
Sands Bethlehem
06.2018 - 07.2019
Operations Manager
Marriott International, Inc.
05.2017 - 06.2018
Operations Manager
Marriott International, Inc.
02.2011 - 05.2017
Bachelor of Arts - Interpersonal Communications
Bloomsburg University of Pennsylvania
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