G-suite
Carlin Marie Holness
Guest Relations Expert
Waterbury,CT
Summary
Experienced hospitality professional with a strong emphasis on providing exceptional service. Possessing 17 years of expertise in managing and training front desk teams, I consistently deliver outstanding customer satisfaction and drive revenue growth. My track record speaks for itself, having successfully developed high-performing teams that consistently exceed expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Office Manager
Courtyard by Marriott
07.2022 - Current
- Strong ability to multitask, prioritize and deliver high quality efficient resolutions to hotel clients
- In charge of weekly scheduling in Ultipro, balancing team capacity and delegating tasks to meet business needs
- Ensure all front office personnel are coached and trained on important company policy and procedures
Front Office Manager
Residence Inn by Marriott
06.2021 - 07.2022
- Managed guest satisfaction scores and develop customer service initiatives that help improve top-line metrics
- Monitored front office operations and finances to ensure compliance with accounting and auditing procedures
Front End Manager
BJ'S Wholesale Club
07.2020 - 07.2021
- Increased membership signups by over 200 net-new customers and actively sold loyalty and experience programs
- Increased member engagement, speed, and productivity on the front end, supervised all frontline teams
Front Desk Lead
Courtyard by Marriott
02.2019 - 03.2020
- Assisted with sales efforts in soliciting new business and effectively upsold additional guest rooms and meeting space
- Responded to customer inquiries and resolved issues in a timely manner, conduct all cash and credit card handling
General Manager
Comfort Inn
06.2018 - 07.2018
- Conducted staff meetings to boost morale, organizational strategy and increased employee retention by 50%
- Managed daily hotel operations and ensured revenue and guest satisfaction targets were met or exceeded
Front Office Manager
Springhill Suites by Marriott
11.2015 - 05.2018
- Promptly responded to requests for information in consultative manner and greeted visitors with enthusiastic energy
Front Desk Clerk
Fiesta Rancho
04.2014 - 10.2015
- Completed charges to guests' accounts, managed financial transactions, and communicated all critical messages
- Facilitated guest enrollment into the Casino Player Club program and analyzed key business metrics and data
Front Desk Supervisor
Naval Air Station North Island
10.2007 - 01.2012
- Composed audit reports, processed guest reservations, and proactively notified management of potential liabilities
- Quickly developed a thorough understanding of specialized performance and property management system
Education
High School Diploma -
Penn Fioster
Scranton, PA02.2021
Skills
coach, train and development of team members
Software
Microsoft
Certification
TIPS
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