CHRISTINA WYATT
Calistoga,CA
Summary
Luxury and Personable Hospitality Management Specialist with over 15 years of success in guaranteeing guest satisfaction through upscale and personalized services and attendance to guest and associates’ needs. Adept at promptly assisting guests by uncovering their personal preferences as well as understanding their individual needs. Passionate about providing Best of Class service and upholding Forbes standards while remaining upbeat and friendly, resulting in consistent return guests and fabulous reviews. Successfully managing teams resulting in high scores regarding guest surveys, employee surveys. Repeatedly beating previous records and earning perfect scores on audits at the front office.
Overview
14
14
years of professional experience
Work History
Night Supervisor
Dr. Wilkinson’s Backyard Resort and Mineral Springs
12.2022 - Current
- Oversee Hotel operations overnight
- Manage Marriott rewards stays
- Ensure all billing is correct for end of day and end of month for the Hotel, Spa and Restaurant.
Assistant Front Office Manager
Harvest Inn
05.2022 - Current
- Managing mystery guest shops, operational audit, and training staff on executing brand standards
- Coordinated with Sales to create rooming lists for groups and room blocking
- Assisted with Engineering and Housekeeping when needed
- Responded to guests positive and negative reviews, as well reaching out to guests that may currently have or had any kind of issue during their stay to ensure it is followed up on and that they become a return guest despite issues that may have occurred during their stay
- Responsible for ordering supplies for the front office such are room keys, key packets, branded items as well of front desk office supplies
- Lead front desk agents in day-to-day operation by providing consistence guidelines, motivation, support to ensure that the standards of the brand are not only met but exceeded for the best guest experience expected.
Front Office Supervisor
Hotel PASEO
07.2021 - 05.2022
- Responsible for department monthly meetings and trainings, Staff scheduling, payroll, hiring, employee supervision, reviews, evaluations, progressive discipline, training and orientation of staff
- Ensuring arrival and departure experience, including coordination of VIP’s and Special Guest needs
- Managing mystery guest shops, operational audit and training staff on executing brand standards
- Restructured front desk checklists and functions post-covid reopening
- Manager on Duty for hotel when Director of operations wasn’t available
- Responded to guests positive and negative reviews, as well reaching out to guests that may currently have or had any kind of issue during their stay to ensure it is followed up on and that they become a return guest despite issues that may have occurred during their stay
- Responsible for ordering supplies for the front office such as room keys, key packets, branded items as well of front desk office supplies
- Lead front desk agents in day-to-day operation by providing consistence guidelines, motivation, support to ensure that the standards of the brand are not only met but exceeded for the best guest experience expected.
Night Auditor
Ingleside Inn & Melvyn’s
08.2019 - 07.2021
- Provide quality assurance to all guests
- Work as a liaison between guests and management as related to guest inquiries
- Ensure all daily records are accurate
- Settle guest credit card payments
- Prepare reports for each business day
- Ensure the morning and afternoon shifts are set up for success
- Check on and report and needed supplies for all shifts.
Rooms Controller
JW Marriott Desert Springs Resort and Spa
02.2018 - 04.2021
- Greet and Check In/Out guest, direct guests to areas around the resort
- Answer phones and answer questions/ transfer calls
- Handle guest billing related and hotel related issues
- Create walk-in reservations as well as Restaurant reservations for guests
- Look up and create new Marriott Rewards memberships
- Balance Rooms
- Prep all reservations prior to their check in
- Handle room blocking and unblocking for all departments
- Work with our group coordinators and sales team blocking, site visits as well as ensuring the proper handling for their incoming groups
- Send, Receive and Process credit card authorizations
- Always ready and happy to jump in and assist with any department when needed.
Front Desk Manager
Quality Inn Hemet
06.2010 - 02.2018
- Achieved 2013-2017 Gold Choice winner, 2014-2015 platinum winner
- Filed incident repots and handles inappropriate behavior to document problems and disturbances
- Handled and disputed chargebacks from third-party sites and credit card companies
- Insured my associates were trained to an felt empowered enough to handle guest issues on their own
- Responded to positive and negative guest reviews
- Closed daily books through Shift4 and Dollars on the net
- Preformed mock inspections on rooms and with front desk staff
- Responsible for scheduling and time off requests
- Insured new employees completed all new hire training and all employees completed any new training required, Kept all certificates on file for inspectors
- Insured all appropriate brand signage and certifications were out and visible as required
- Purchased supplies for front desk, housekeeping as well as the complimentary breakfast.
Education
2 years of Hospitality based business management program -
ITT Technology School of Business
Skills
- Hotel Management Systems: Opera, PMS, HMS, Micros, Shift4, GXP, One Yield, Hotel Effectiveness, Dollars on the Net
- Expedia, Hotwire, Priceline, Agoda and Hotel Tonight Extranets
- Schedule Coordination
- Senior Leadership Support
- Financial Reporting
- Complaint Handling
- Microsoft programs
- Audit Management
- Auditing Procedures
- Payroll and Budgeting
- Conflict Management
- Staff Management
- Operations Management
- Daily Shift Oversight
- Training and Coaching
- Event Coordination
Timeline
Night Supervisor
Dr. Wilkinson’s Backyard Resort and Mineral Springs
12.2022 - Current
Assistant Front Office Manager
Harvest Inn
05.2022 - Current
Front Office Supervisor
Hotel PASEO
07.2021 - 05.2022
Night Auditor
Ingleside Inn & Melvyn’s
08.2019 - 07.2021
Rooms Controller
JW Marriott Desert Springs Resort and Spa
02.2018 - 04.2021
Front Desk Manager
Quality Inn Hemet
06.2010 - 02.2018
2 years of Hospitality based business management program -
ITT Technology School of Business
References
Available upon request
References
Available upon request
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