Casey Wilber
Lincoln,AR
Summary
Dynamic hospitality professional with a strong work ethic and exceptional communication skills, recognized for enhancing guest experiences at Gents Place. Proven ability to resolve conflicts and manage reservations efficiently, contributing to increased customer satisfaction and repeat business. Adept at multitasking and training staff to uphold high service standards.
Overview
5
5
years of professional experience
Work History
Sales Concierge
Gents Place
Bentonville, AR
09.2023 - 05.2024
- Provided exceptional customer service to enhance guest experiences.
- Managed reservations and scheduling for appointments efficiently.
- Maintained cleanliness and organization of the reception area.
- Collaborated with team members to ensure seamless operations.
Front Desk Agent
Hampton Inn By Hilton
Rogers, AR
05.2022 - 09.2023
- Greeted and assisted guests during check-in and check-out processes, ensuring a welcoming experience.
- Managed reservations using hotel management software, optimizing room allocation for guest satisfaction.
- Responded to guest inquiries and complaints promptly, enhancing customer service quality and retention.
- Processed payments and maintained accurate financial records at the front desk, ensuring adherence to hotel policies.
- Coordinated with housekeeping staff to ensure timely room readiness for incoming guests, maintaining operational efficiency.
- Conducted regular audits of inventory and supplies at the front desk, supporting overall operational effectiveness.
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
Front Desk Agent
Baymont Inn & Suit Hotel
Fayetteville, AR
01.2022 - 05.2022
- Assisted in training new front desk staff on procedures and customer service standards, promoting team cohesion.
- Implemented feedback systems for guest reviews, contributing to continuous improvement in service delivery standards.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Front Desk Agent/ Maintenance Technician
Town Square Inns
Jackson, WY
04.2021 - 12.2021
- Managed guest check-in and check-out processes efficiently.
- Resolved guest inquiries and complaints to enhance satisfaction.
- Maintained accurate records of reservations and billing information.
- Collaborated with housekeeping to ensure room readiness for guests.
- Provided concierge services, including local recommendations and bookings.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Increased repeat business by developing personal connections with guests and addressing their needs.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Conducted routine inspections to identify maintenance issues and ensure safe, functional environments.
- Performed repairs on HVAC systems, plumbing, and electrical fixtures to maintain operational efficiency.
- Collaborated with cleaning staff to address maintenance requests promptly and improve guest satisfaction.
- Trained junior technicians on safety protocols and proper tool usage to enhance team performance.
- Developed maintenance logs for tracking service history and ensuring compliance with industry standards.
Assistant Manager/ Security
The Piano Bar
Fayetteville, AR
04.2019 - 04.2021
- Coordinated daily operations to enhance guest experience and service efficiency.
- Supervised staff performance, ensuring adherence to service standards and policies.
- Developed training materials for new employees, improving onboarding effectiveness.
- Managed inventory levels, optimizing stock availability and reducing waste.
- Implemented customer feedback processes, driving improvements in service quality.
- Collaborated with management on promotional events, increasing customer engagement and satisfaction.
- Analyzed sales data to identify trends, informing menu adjustments and pricing strategies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Increased sales through effective merchandising strategies and targeted promotions.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
Education
Associate of Science - Business Accountancy
University of Arkansas
Fayetteville, AR05.2012
High School Diploma -
Heritage High School
Rogers, AR05.2010
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Proactive attitude
- Guest services
- Excellent multitasking
- Telephone etiquette
- Team player mentality
- Hospitality
- Training and mentoring
- Guest experiences
- Exceptional communication
- Maintaining composure
- Interpersonal communications
- Safety procedures
- Conflict resolution
- Reliable punctuality
- Cash handling
- Event planning
- Team supervision
- Reservations management
- Effective decision making
- Advanced time management
- Hospitality service expertise
- Problem-solving
- Relationship building
- Marketing
- Upselling proficiency
- Discreet confidentiality
- Reservation coordination
- Management interaction
- Transportation coordination
- Attention to detail
- Time management
- Project oversight
- Consultative sales
- Decision-making
- Event planning experience
- Emergency response
- Stress management
- Entertainment assistance
- Service orientation
- Strong interpersonal skills
- Sales
- Property tour management
- Front desk support
- Guest errands
- Multitasking
Timeline
Sales Concierge
Gents Place
09.2023 - 05.2024
Front Desk Agent
Hampton Inn By Hilton
05.2022 - 09.2023
Front Desk Agent
Baymont Inn & Suit Hotel
01.2022 - 05.2022
Front Desk Agent/ Maintenance Technician
Town Square Inns
04.2021 - 12.2021
Assistant Manager/ Security
The Piano Bar
04.2019 - 04.2021
Associate of Science - Business Accountancy
University of Arkansas
High School Diploma -
Heritage High School