Candice Cook-Thomas
Summary
Detail-oriented, flexible, and self-motivated professional with over 20 years of experience in customer service and managing guest situations. Strong interpersonal and computer skills for effective communication and problem-solving. Proven track record of delivering exceptional service and fostering positive relationships with customers and colleagues. Dedicated to continuous improvement and adapting to new challenges for workplace success.
Overview
21
21
years of professional experience
Work History
Front Office Manager
Hilton Garden Inn Hotel
10.2023 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
Food and Beverage Manager
Ameristar East Chicago Casino
12.2021 - 10.2023
- Resolve guest concerns or complaints in order to maintain positive customer relations
- Communicate effectively with team members and address any concerns/ issues in a timely manner
- Support department manager with conducting round table meetings with team, to ensure team member satisfaction
- Approve team member's time in Kronos daily
- Prepare daily rosters, to inform team of their specific location for the day
- Oversee Medallia scores/comments for various outlets in the department; notify leaders so that we can keep our team members informed
- Oversee the restaurants to make sure our guests are having a joyous occasion while dining
Food and Beverage Supervisor
Majestic Star Casino/ Hard Rock Casino
03.2019 - 12.2021
- Lead daily pre-shift huddles, advising team of property promotional events and activities
- Prepare daily rosters, to inform team of their specific location for the day
- Approve team member's time in Kronos daily
- Assist with generating bid schedules for team, ensuring daily coverage
- Complete end of month inventory
- Order daily/ monthly supplies needed
- Resolve guest concerns or complaints in order to maintain positive customer relations
- Communicate effectively with team members and address any concerns/ issues in a timely manner
- Keep track of team member's attendance points and documentation as needed
- Support various food outlets with needed coverage to ensure guest satisfaction
- Hire and schedule training for new hires
Housekeeping Assistant Manager
Londonhouse/ Hotel Julian Chicago
05.2016 - 03.2019
- Part of Opening Team
- Recruited, hired, and trained all employees once complete with onboarding
- Created departmental SOPs to ensure that company standards were met
- Prepare daily room cleaning assignments (HotSOS system)
- Monitor staffing levels to ensure proper coverage when scheduling (Virtual Roster)
- Maintained inventory of supplies and equipment, ordering new items as needed to keep stock levels at appropriate levels.
- Observe team members punch-in/ out times for payroll approval (Kronos)
- Check inventory of supplies to ensure orders are placed when needed
- Proactively addressed potential housekeeping issues by conducting regular inspections and initiating corrective actions as needed.
- Provided exceptional service during high-occupancy periods, maintaining quality standards despite increased demands.
- Demonstrated attention to detail when performing deep-cleaning tasks, resulting in outstanding room condition upon completion.
- Created an employee incentive program where we recognize team members monthly based on performance
- Ensured a welcoming environment for guests by keeping all areas clean, tidy, and well maintained.
Hotel Valet/Operations Supervisor
Ameristar Casino and Hotel East Chicago
02.2004 - 05.2016
- Recruited, interviewed, and trained all new members of the valet service team
- Greeted and welcomed all hotel/valet guests with a smile
- Verified that personal and payment information on guests' accounts were accurate and complete upon check in/out
- Resolved service-related issues in timely manner
- Coordinate ground transportation for VIP guests as well as arrivals/departures
- Observe, coach, and develop team members
- Developed valet/hotel departmental objectives, work schedules, and service goals
Education
High School Diploma -
Merrillville High School
Merrillville, IN01.1999
Skills
- Effective team leader
- Client satisfaction expert
- Service Oriented
- Courteous
- Team building
- Knowledge of hospitality operations
- Housekeeping Experience
- Payroll Management
- Time management
- Exceptional customer service
Timeline
Front Office Manager
Hilton Garden Inn Hotel
10.2023 - Current
Food and Beverage Manager
Ameristar East Chicago Casino
12.2021 - 10.2023
Food and Beverage Supervisor
Majestic Star Casino/ Hard Rock Casino
03.2019 - 12.2021
Housekeeping Assistant Manager
Londonhouse/ Hotel Julian Chicago
05.2016 - 03.2019
Hotel Valet/Operations Supervisor
Ameristar Casino and Hotel East Chicago
02.2004 - 05.2016
High School Diploma -
Merrillville High School
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