Clarissa Cole
Jackson,TN
Summary
Accomplished hospitality professional with a proven track record at Residence Inn Marriott, enhancing guest satisfaction and streamlining operations. Expert in guest services and Microsoft Office, with exceptional problem-solving and communication skills. Achieved significant improvements in guest feedback and operational efficiency, demonstrating a strong commitment to excellence in hospitality.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Hampton Inn By Hilton
05.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Front Desk Supervisor
Residence Inn Marriott
04.2020 - 04.2023
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Night Auditor
Residence Inn Marriott
08.2019 - 04.2020
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
Executive Housekeeper
Residence Inn Marriott
07.2019 - 04.2020
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Conducted regular inspections of guest rooms and common areas, ensuring adherence to established quality standards.
- Developed and implemented effective training programs for new hires, resulting in a well-prepared and competent staff.
- Increased productivity levels by implementing time-saving strategies such as enhanced scheduling methods or task prioritization techniques.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Managed budgets for labor, supplies, and equipment, optimizing resource allocation while maintaining service excellence.
- Reduced staff turnover by creating an inclusive work environment that fostered teamwork and open communication among employees.
- Coordinated special cleaning projects such as deep cleaning or event preparation tasks to maintain hotel''s pristine appearance at all times.
- Streamlined weekly cleaning schedule for 6 employees.
Education
High School Diploma -
Jackson Central Merry High School
Jackson, TN05.1992
Skills
Customer Service
Guest Services
Problem-solving skills
Cash Handling
Credit and cash payments
Hospitality services
Listening Skills
Hospitality service expertise
Oral and written communications
Guest Relations
Front Desk Management
Microsoft Office
Accomplishments
- Received a job promotion within 12 months of hire date due to outstanding performance.
- improved QA scores for Front Desk by 10 points
- Excelled in each department with exceptional professional service for the guest.
While working at Residence inn, I improved the housekeeping for QA by 15 points
Before I became the Executive Housekeeper, the scores where extremely low and the department hadn't passed a QA inspection in 2 years. While working with the General manager scores where improved and we passed QA inspection.
Timeline
Front Desk Agent
Hampton Inn By Hilton
05.2023 - Current
Front Desk Supervisor
Residence Inn Marriott
04.2020 - 04.2023
Night Auditor
Residence Inn Marriott
08.2019 - 04.2020
Executive Housekeeper
Residence Inn Marriott
07.2019 - 04.2020
High School Diploma -
Jackson Central Merry High School
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