Cellia Acres
Keene,NH
Summary
Dynamic hospitality professional with extensive experience at Hilton Garden Inn, excelling in guest services and team management. Proven track record of enhancing guest satisfaction through effective problem-solving and streamlined check-in processes. Proficient in cash register operations and adept at fostering positive relationships, ensuring repeat business and glowing reviews.
Overview
16
16
years of professional experience
Work History
Front Desk Supervisor
Hilton Garden Inn Jacksonville Downtown Southbank
04.2022 - 07.2025
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Resolved guest complaints by addressing issues with rooms promptly.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Front Desk Night Auditor
Hilton Garden Inn Downtown Southbank
07.2019 - 04.2022
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues to promote quick remediation.
- Maintained accurate customer records in ONQ system.
- Generated daily, weekly, and monthly reports to ensure timely closure of day.
- Completed nightly revisions to room rates.
Hotel Manager
Stars Rest Inn
04.2014 - 08.2019
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 7 front desk agents and helped to resolve issues arising during shifts.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Processed payroll garnishments such as tax liens and child support.
- Oversaw day-to-day operations of 200 room hotel with staff of 25-30 employees.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Reviewed Daily Audits and Submitted Daily Deposits with Bank.
Bartender
Paxon Liquors
12.2009 - 10.2013
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
- Managed accurate register and produced daily sales reports backing up inventory usage numbers.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- Recruited and trained new bartenders and barbacks and scouted and auditioned performers for various special events.
Education
No Degree - Business Administration
Florida State College At Jacksonville
Jacksonville, FLSkills
- Guest Services
- Multi-Line Phone Systems
- Team management
- Math skills
- Basic functions in Excel
- Cash Register Operation
- Spreadsheets
MS Office
- Time management
- Computer skills
- Check-In And Check-Out Procedures
- Daily Transactions Review
- Registration Processing
- Guest relations
- Problem-solving skills
Timeline
Front Desk Supervisor
Hilton Garden Inn Jacksonville Downtown Southbank
04.2022 - 07.2025
Front Desk Night Auditor
Hilton Garden Inn Downtown Southbank
07.2019 - 04.2022
Hotel Manager
Stars Rest Inn
04.2014 - 08.2019
Bartender
Paxon Liquors
12.2009 - 10.2013
No Degree - Business Administration
Florida State College At Jacksonville
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