China Morton
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
10
10
years of professional experience
Work History
Front Desk Manager
The Kentucky Castle
Versailles
11.2024 - Current
- Managed front desk operations and coordinated guest check-ins and check-outs.
- Oversaw daily staff schedules and ensured adequate front desk coverage.
- Processed reservations and handled customer billing efficiently using hotel management software.
- Trained new front desk staff on procedures and customer service protocols.
- Maintained a clean and organized front desk area for optimal guest experiences.
- Collaborated with housekeeping to ensure room readiness for arriving guests.
- Addressed guest complaints promptly and effectively to enhance satisfaction levels.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed daily front desk operations at a luxury boutique hotel.
- Supervised and trained front desk staff to ensure top-notch service.
Front Desk Supervisor
21c Museum Hotels
Lexington
02.2018 - 12.2022
- Maintained accurate records of reservations and room availability.
- Addressed guest inquiries and resolved issues to ensure satisfaction.
- Facilitated communication between departments to enhance guest experiences.
- Implemented training sessions focused on upselling hotel amenities and services.
- Monitored daily front desk activities to ensure compliance with policies.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
Host/Server/Bartender
Hopcat
Lexington
06.2016 - 09.2018
- Took customer orders accurately and communicated with kitchen staff efficiently.
- Provided attentive service to guests in a fast-paced dining environment.
- Managed table settings and maintained cleanliness throughout the dining area.
- Handled cash and credit card transactions with accuracy and integrity.
- Resolved customer complaints promptly to enhance guest satisfaction experience.
- Facilitated communication between front-of-house and back-of-house staff for seamless service delivery.
- Provided excellent customer service to ensure satisfaction.
- Maintains cleanliness and organization of the bar area and equipment.
- Engages with customers to provide excellent service and recommendations.
- Follows safety and sanitation guidelines to ensure a safe environment.
- Trains new bartenders on procedures and drink preparation techniques.
- Collaborates with kitchen staff to coordinate food and drink service.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Processed payments accurately and efficiently with POS system.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
Bar Manager
LifeBrewPub
Lexington
04.2015 - 06.2016
- Oversaw daily bar operations and ensured smooth service delivery.
- Ordered and maintained an adequate supply of alcoholic beverages, glassware, garnishes, ice, napkins, straws and other items needed for drinks.
- Maintained detailed inventory of bar supplies and stocked work areas.
- Maintained accurate records of liquor inventory and purchases for budgeting purposes.
- Developed drink recipes and menus to meet customer preferences while optimizing profitability.
Education
High School Diploma -
Tates Creek High School
Lexington, KY05-2011
Some College (No Degree) - Psychology
Eastern Kentucky Univsersity
Richmond, KYSkills
- Self-Directed
- Excellent communication
- Organization and time management
- Active listening
- Cultural awareness
- Flexible and adaptable
- Organizational skills
- Verbal communication
- Teamwork and collaboration
- Patience and tolerance
- Bar service preparation
- Cleanliness and hygiene
- Inventory
- Menu memorization
- Glassware management
- Cash and credit transactions
- Handling difficult customers
- Suggestive selling
- Bar operations management
- Payment processing
- Hospitality service expertise
- Memory retention
- Order management
Extra-Curricular Activities
I participate in EKU Dance Theater, where we put on shows for
Timeline
Front Desk Manager
The Kentucky Castle
11.2024 - Current
Front Desk Supervisor
21c Museum Hotels
02.2018 - 12.2022
Host/Server/Bartender
Hopcat
06.2016 - 09.2018
Bar Manager
LifeBrewPub
04.2015 - 06.2016
High School Diploma -
Tates Creek High School
Some College (No Degree) - Psychology
Eastern Kentucky Univsersity