Carla Touchet
Grand Prairie,TX
Summary
Dynamic Front Desk Supervisor at Sonesta Simply Suites, recognized for enhancing guest satisfaction through exceptional customer service and effective problem-solving. Skilled in training and mentoring staff, I streamlined operations, resulting in improved check-in processes and positive online reviews. Proficient in reservations management, I fostered team collaboration to elevate service standards.
Overview
5
5
years of professional experience
Work History
Front Desk Supervisor
Sonesta Simply Suites
04.2021 - Current
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new staff on customer service protocols and operational procedures.
- Assisted in managing inventory of supplies, coordinating with vendors for timely replenishment.
- Resolved guest inquiries and complaints promptly, enhancing overall customer satisfaction.
- Conducted regular audits of front desk operations, identifying areas for process improvement.
- Collaborated with management to develop training materials focused on service excellence standards.
- Maintained up-to-date knowledge of local attractions and services to assist guests effectively.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Education
High School Diploma -
Miller High School
Corpus Christi, TX05.1992
Skills
- Time management
- Guest relations
- Reservations management
- Problem-solving skills
- Customer service management
- Team building proficiency
- Training and mentoring
- Staff supervision
- VIP guest relations
- Team building and supervision
Timeline
Front Desk Supervisor
Sonesta Simply Suites
04.2021 - Current
High School Diploma -
Miller High School