Caitlin Stork
Front Desk Supervisor
Ocean Springs,MS
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with over 15 years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
16
16
years of professional experience
Work History
Front Desk Supervisor
Golden Nugget Biloxi Hotel & Casino
01.2023 - Current
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Built talented team through hiring and training new associates.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Attended staff meetings and brought issues to attention of upper management.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest complaints by addressing issues with rooms promptly.
- Checked guests in out of hotel, made reservations, and processed payments.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Maintained transaction security by verifying payment cards against identification.
Order Fulfillment Lead
Lowe's Home Improvement
04.2020 - Current
- Responsible for overseeing the fulfillment team, fulfilling online orders, instore pick, deliveries, and installations, running orders to customers, assisting through out the store, filling in as head cashier when needed
- Making sure the team stays on task while fulfilling order, insuring the pick up bay stays neat, clean, and organized.
Hotel Front Desk Supervisor
Golden Nugget
01.2015 - 03.2020
- Responsibility supervising employees and shift for hotel front desk
- Communicating with VIP, working with housekeeping, maintenance, valet departments, assisting guests with all needs, while resolving all guest issues to ensure there is always a great experience
- Running night audit, and also completing daily revenue reports
- Compiling and logging daily, weekly, and monthly statistics for guests and employees
- Evaluating facility condition to ensure guest ready experience and ensuring all guests are cared for and mitigating dissatisfactions
- Interviewing, training, scheduling, hiring and discharging of team members
- These tasks include making or confirming reservations, verifying and collecting payments, issuing room keys, controlling guest access to safe deposit boxes
- Also providing hotel clerks with necessary training and support in order to provide the very best guest experiences always.
Hotel Front Desk Clerk
Golden Nugget
12.2011 - 01.2015
- Hotel guest check in/ check out, assisting guests along with meeting and exceeding their needs, answering reservations and operator lines, making guest reservations online and over the phone for hotel rooms and restaurant reservations
- Communicating with hotel staff on the status of guest rooms
- Up selling guest rooms and promoting services.
Hotel Front Desk Clerk
Hard Rock Cafe and Casino
08.2007 - 10.2011
- Hotel guest check in and checkout, making guest reservations, assisting guests, meeting and exceeding guest needs, answering reservation and operator line, acting as manager on duty when needed, including player development duties
- Supervisory role including coach, counselor, educator, and monitoring employee productivity.
Education
High school diploma - undefined
Vancleave High School
Skills
- Sales
- Order Fulfillment
- Night Audit
- Microsoft Word
- Customer Service
- Microsoft Office
- Front Desk
- Supervising Experience
- Stocking
- Cash Handling
- Guest Services
- Valet Parking
- Organizational Skills
- Leadership
- Microsoft Excel
- POS
- Microsoft Powerpoint
- Office Management
- Filing
- Administrative Experience
- Time management
- Hotel experience
- English
- Microsoft Outlook
- Windows
- Word processing
- Management
- Assessments
- Forklift safety — Familiar
- January 2022
- Best practices and safety hazards in forklift operation
- Full results: Familiar
- Warehouse shift leader — Proficient
- Supervising warehouse staff and maintaining safety and security standards
- Full results: Proficient
- Scheduling — Proficient
- Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Word Processing
- Maintenance Requests
- Administrative Skills
- Compliance Monitoring
- Conflict Mediation
- Strategic Planning
- Hospitality and Accommodation
- Compliance Requirements
- Complaint Management
- Organization and Recordkeeping
- Maintaining Clean Work Areas
- Check-In and Check-Out Procedures
- Hotel Reservation Systems
- Keenness
- Automated Telephone Systems
- Group Room Block Reservations
- Promotions
- Conflict and Issue Documentation
- Property Tours
- Credit and Cash Payments
- Planning and Prioritization
- Local Arts and Culture
- Payment Processing
- Guest Registration
- Revenue Reviews
- Housekeeping
- PCI (Payment Card Industry)
- Customer Service Management
- Personnel Management
- Property Information
- Staff Development
- Written and Oral Communications
- Safety and Security
- System Updates
- Checking Reservations
- File Management
- VIP Guest Relations
- Operations Management
- Registration
- Account Changes
- Multi-Line Phone Systems
- Payment Oversight
- Property Security
- Conflict Management
- Team Performance Monitoring
- Office Meetings
- Database Maintenance
- Sales Expertise
- Employee Retention
- Guest Satisfaction
- Time Management
- Rate Changes
- Listening Skills
- Professional Relationships
- Hospitality Service Expertise
- POS System Operations
- Issue Resolution
- Confirmations and Cancellations
- Calendar Management
- Office Supplies and Inventory
- Effective Customer Service
- Report Preparation
- Guest Relations
- Social Perceptiveness
- Inventory Oversight
- Hospitality Management
- Constructive Feedback
- Staff Training
- Mentoring
- Property Management Systems
- Sales Coaching
- Maintenance Team Collaboration
- Problem-Solving Skills
- Staff Supervision
- Employee Performance Reviews
- Guest Amenities
- Room Assignments
- Telephone Etiquette
- Department Communication Streamlining
- VIP Priority Options
- Guest Service Oversight
- Revenue Management
- Shift Scheduling
- Corporate Branding
- Event Coordination
Timeline
Front Desk Supervisor
Golden Nugget Biloxi Hotel & Casino
01.2023 - Current
Order Fulfillment Lead
Lowe's Home Improvement
04.2020 - Current
Hotel Front Desk Supervisor
Golden Nugget
01.2015 - 03.2020
Hotel Front Desk Clerk
Golden Nugget
12.2011 - 01.2015
Hotel Front Desk Clerk
Hard Rock Cafe and Casino
08.2007 - 10.2011
High school diploma - undefined
Vancleave High School
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