Carlton Saunders
Bolingbrook,IL
Summary
Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Diligent Hospitality Worker with great people skills. Dedicated to providing guests with best-in-class service and elevating reputation of establishment. Equipped to reliably meet standards and go above requirements to help team members with wide-ranging hospitality needs.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Hyatt House Warrenville
Warrenville, IL
06.2023 - Current
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Assisted guests with inquiries and requests.
- Resolved customer complaints promptly and efficiently.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Processed payments, cashiering duties and credit card transactions accurately.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Ensured that all safety regulations were followed at all times.
- Tracked inventory of supplies needed for the front desk area.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Created weekly schedules for front desk staff according to business needs.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Implemented strategies for improving customer service standards across the department.
Front Desk Agent
Hyatt Regency O'hare
Rosemont, IL
03.2023 - 06.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Provided information about hotel amenities, services, and local attractions.
- Maintained cleanliness of lobby area at all times.
- Processed payments accurately and efficiently.
Host
GRAND HYATT DFW
09.2021 - 03.2023
- Lead the team in customer in check-in score and enrollments over the 1.5 years with this team
- Volunteer to take on leadership tasks including pre- arrival communication with Elite Members, day prior to departure Zingles, and obtaining guarantee status for group reservations ultimately improving sell out efficiency.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Restaurant Marketing Director
Chick-fil-A
01.2017 - 01.2020
- Created and managed social media campaigns to increase brand engagement.
- Conducted market research to identify new opportunities and target markets.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Server
AMC Dine-In
Lombard, IL
04.2018 - 11.2019
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Prepared drinks according to standard recipes.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
- Maintained records of transactions made during shift as required by law or company policy.
Education
No Degree - Hospitality
College of DuPage
Glen Ellyn, IL03.2024
High School Diploma -
Jack E. Singley Academy
Irving, TX05.2013
Skills
- Guest Greeting
- Administrative Expertise
- Customer Queries and Response
- Suspicious Activity Monitoring
- Rewards Programs
- Organization and Prioritizing Tasks
- Track Guest Numbers
- Effective Working Relationships
- Guest Assistance
- Help Patrons
- Emergency Evacuation Procedures
- VIP Priority Options
- Operations Oversight
- Cash Control
- Guest Check-In and Check-Out
- Microsoft Office
Accomplishments
- Supervised team of 4 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Voluntarily took on leadership tasks including Pre-Arrival emails to elite members, Stay over Zingles, and obtaining guarantee status for group reservations ultimately improving sell out efficency.
- Led in customer service, and check-in scores for my team for 1.5 years.
Affiliations
- Singer
- Master Chef
- Gardener
- Music bard
Timeline
Front Desk Supervisor
Hyatt House Warrenville
06.2023 - Current
Front Desk Agent
Hyatt Regency O'hare
03.2023 - 06.2023
Host
GRAND HYATT DFW
09.2021 - 03.2023
Server
AMC Dine-In
04.2018 - 11.2019
Restaurant Marketing Director
Chick-fil-A
01.2017 - 01.2020
No Degree - Hospitality
College of DuPage
High School Diploma -
Jack E. Singley Academy
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