Caylin Norton
Summary
Motivated and career-oriented professional with a strong work ethic and proactive approach to problem-solving. Driven to surpass expectations and overcome obstacles. Committed to delivering exceptional service.
Overview
7
7
years of professional experience
Work History
Reservations Agent Trainer
The Umstead Hotel and Spa
02.2024 - Current
- Responsible for training new agents while performing reservation agents duties.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Worked closely with management to create training materials.
- Audited employee performance for bonus compensation.
- Used de-escalation and communication skills to resolve customer complaints and enhance customer loyalty.
Reservations Sales Agent
The Umstead Hotel and Spa
03.2023 - Current
- Responsible for providing exceptional service while making reservations for leisure, corporate, and group travelers.
- Maintaining Forbes 5 Star and AAA 5 Diamond quality standards for phone verbiage and etiquette.
- Answering reservation calls for the hotel, restaurant and spa.
- Entering reservation information into OPERA the hotels property management system, OpenTable the restaurants reservation system, or Spasoft the spas management system.
- Checking department email and responding accordingly.
- Making gift cards via phone and through an online purchasing site.
- Communicating guest preferences and any pertinent information to the effected department quickly and clearly.
- Providing clear description of the hotel features and amenities.
- Reviewing and monitoring online reservations to ensure accuracy.
- Increased revenue with upselling techniques.
Hostess, To go Specialist
Bocci Trattoria & Pizzeria
06.2018 - 03.2023
- Seated guests efficiently and warmly
- Gave accurate wait times to patrons
- Set the pace for other team members
- Took initiative to contribute to extra tasks when routine duties were completed early
- Served fresh food with a smile in a timely manner
- Recorded customer orders and repeated them back in a clear, understandable tone
- Handled phone and online orders
- Packages menu items into bags for customers to carry out
- Quickly and efficiently processed payments
Education
High School Diploma -
Middle Creek High School
01.2020
Skills
- Microsoft Word
- Polished Communication Skills
- Customer Relations
- Technical Skills
- Leadership and Coaching
- Problem Solving Skills
- Adaptability
- Time Management
- Attention to Detail
Timeline
Reservations Agent Trainer
The Umstead Hotel and Spa
02.2024 - Current
Reservations Sales Agent
The Umstead Hotel and Spa
03.2023 - Current
Hostess, To go Specialist
Bocci Trattoria & Pizzeria
06.2018 - 03.2023
High School Diploma -
Middle Creek High School
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