Summary
Overview
Work History
Education
Skills
Timeline
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Calista Weatherby

Billings,MT

Summary

Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in OnQ PMS.

Overview

7
7
years of professional experience

Work History

Guest Services Manager

DoubleTree By Hilton Billings
06.2023 - Current
  • Supervised a team of front desk agents and shuttle drivers, ensuring adherence to policies, procedures, and top-notch customer service standards.
  • Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
  • Retained high-quality employees by fostering a positive work environment that encouraged professional development opportunities.
  • Led monthly team meetings to communicate upcoming promotions and current metrics.
  • Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
  • Oversaw day-to-day operations of a 298-room hotel with staff of 20 employees.
  • Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
  • Planned specialized service for elderly or disabled guests, ones with children and VIP guests.
  • Updated technology systems used at the front desk area resulting in faster response time.
  • Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.
  • Created an incentive program that motivated employees leading them to provide exceptional service and increased guest satisfaction.
  • Oversaw lobby operations and shuttle services.
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.

Operations Manager

Home2 Suites By Hilton Billings
09.2019 - 06.2023
  • Maintained strict adherence to safety regulations, ensuring a secure environment for guests and employees alike.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Spearheaded the development of new policies and procedures to address evolving industry trends and guest needs.
  • Evaluated and promptly resolved lodging facility operational issues.
  • Solicited and reviewed guest feedback and promptly resolved complaints.
  • Increased employee retention rates through effective leadership techniques that fostered team cohesion.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
  • Boosted online presence via social media platforms, leading to higher engagement rates among potential guests.
  • Implemented successful strategies to increase customer satisfaction.
  • Created and managed accurate occupancy forecasts and budgets.
  • Improved guest satisfaction by implementing efficient operational processes and enhancing staff training programs.
  • Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.

Beauty Department Coordinator

TJX Companies
06.2017 - 11.2019
  • Developed and executed targeted relationship and account development strategy.
  • Conduct audits within beauty department.
  • Meet weekly sales goals and daily credit card application goals.
  • Provide personalized customer service, including jewelry and service desk.
  • Maintain and refresh beauty department features.
  • Process, organize, and display incoming truck shipments.
  • Manage associate crew within department and assign projects.
  • Update associates about monthly shrink topics and new company guidelines

Education

High School Diploma -

Billings Senior High
Billings
05.2019

Skills

  • Multitasking proficiency
  • Data Analysis
  • Staff Training and Development
  • Sales and Upselling
  • Customer service abilities
  • Performance Evaluations
  • Guest accommodations
  • Complaint Handling
  • Brand representation
  • Property Management Systems
  • Schedule Coordination
  • Generating Reports

Timeline

Guest Services Manager

DoubleTree By Hilton Billings
06.2023 - Current

Operations Manager

Home2 Suites By Hilton Billings
09.2019 - 06.2023

Beauty Department Coordinator

TJX Companies
06.2017 - 11.2019

High School Diploma -

Billings Senior High

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Calista Weatherby