Caroline Salas
Fort Myers,FL
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with [Number] years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
5
5
years of professional experience
Work History
Front Desk Supervisor
Auro Hotels
2019.05 - Current
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Monitored front areas so that questions could be promptly addressed.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collected room deposits, fees, and payments.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Scheduled and assigned daily work and activities for team members.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained team members on new hotel services and products to support promotional efforts.
Education
High School Diploma -
Cypress Lake High School
Fort Myers, FL04.2019
Skills
Administration and Operations
Customer service expertise
Conflict Management
Decision Making Aptitude
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
Auro Hotels
2019.05 - Current
High School Diploma -
Cypress Lake High School
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