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
teamwork and leadership
Industry knowledge
leadership
communication
operational and financial management
multitasking and time management
organizational skill
marketing
Software
Microsoft
Certification
TIPS