Calista McMullen
24 St. Johns Rd Johnson,VT
Summary
Results-oriented Rooms Division Manager with a keen eye for detail and a determined attitude. Ensures exceptional service and prompt response to inquiries. Implements innovative problem-solving and mentorship to enhance team performance.
Overview
9
9
years of professional experience
Work History
Rooms Division Manager
The Lodge At Spruce Peak
Stowe, VT
10.2023 - Current
- Scheduled staffing levels for each shift in accordance with business demands.
- Inspected guest rooms regularly to ensure they are up to standard before being occupied by guests.
- Conducted regular meetings with employees in order to discuss their job performances as well as setting goals for improvement where required.
- Coordinated with other departments such as housekeeping, front office, engineering regarding room allocations and special requests from guests.
- Met with VIPs to provide specialized services.
- Coordinated group arrivals with smooth and professional approach including anticipating needs and alerting staff.
- Oversaw recruiting, interviews and new employee hiring.
- Coached staff on strategies to enhance performance and improve customer relations.
- Implemented cost control measures throughout the Rooms Division department in order to reduce costs while maintaining quality standards.
- Provided leadership, direction and guidance to all personnel in the Rooms Division department.
Front Office Supervisor
The Lodge At Spruce Peak
Stowe, VT
01.2023 - 10.2023
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Responded to billing concerns, investigated claims, and made necessary adjustments.
- Met and maintained budget targets and quality standards by proactively leading team members and monitoring operations.
- Resolved any customer complaints or issues related to the Rooms Division department in a timely manner.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Managed day-to-day operations within the Rooms Division Department ensuring compliance with company policies and procedures.
Lead Front Desk Agent
The Lodge At Spruce Peak
Stowe, VT
10.2022 - 01.2023
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Monitored reservations to track incoming parties and special events.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Educated guests regarding important property information and directions to different hotel areas.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Encouraged staff to provide outstanding upgrade opportunities. Allowing guests to make the most of their experience once on property.
Front Desk Agent
The Lodge At Spruce Peak
Stowe, VT
06.2021 - 10.2022
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Input customer data into reservation systems and updated to reflect room changes.
- Supervised daily operations of hotel front desk in absence of manager.
- Facilitated successful front desk operations for high-volume hotel.
- Promoted on site amenities and activities increasing revenue.
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Restaurant Hostess
Hoagies Pizza And Pasta
Morrisville, VT
09.2018 - 06.2021
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions..
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Greeted guests and sat customers at tables or in waiting areas. Took drink orders during peak meal times.
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
Deli Associate/Sandwich Artist
Georgia Market
Georgia, VT
09.2015 - 11.2018
- Completed orders by slicing, weighing, packaging and pricing meats and cheeses.
- Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.
- Closely adhered to food safety and sanitation procedures established by company and regulatory agencies.
- Received new inventory and rotated stock by dates to keep items fresh and usable.
- Updated food displays, cases and other customer-facing areas to increase sales of special items.
- Documented and entered special orders for event catering and party trays.
- Distributed new item samples to customers to provide opportunities for individuals to try products before purchase.
- Answered telephone inquiries about available menu items, products and services and delivered appropriate information so customers could make valid choices.
Education
High School Diploma -
Huntingdon Area High School
Huntingdon, PA06.2015
Skills
- Customer Service Experience- 9 Years
- Front Office Operations
- Microsoft Office & Excel
- Springer Miller Property Management Systems
- Night Auditing
- PBX Operations
- Bell/Valet Operations
- Ski Valet Operations
- Schedule Creation
- Team Building
- New Hire Orientation
- Staff Development and Training
- Complex Problem Solving and decision making
- Team Management and Supervision
- Data Entry
- Invoicing and Billing
- Reservations Assistance
- Conflict Mediation
Timeline
Rooms Division Manager
The Lodge At Spruce Peak
10.2023 - Current
Front Office Supervisor
The Lodge At Spruce Peak
01.2023 - 10.2023
Lead Front Desk Agent
The Lodge At Spruce Peak
10.2022 - 01.2023
Front Desk Agent
The Lodge At Spruce Peak
06.2021 - 10.2022
Restaurant Hostess
Hoagies Pizza And Pasta
09.2018 - 06.2021
Deli Associate/Sandwich Artist
Georgia Market
09.2015 - 11.2018
High School Diploma -
Huntingdon Area High School
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