Courtney Jones
San Antonio
Summary
Dynamic Front Desk Supervisor at Drury Hotels Company LLC, recognized for enhancing guest satisfaction through exceptional customer service and effective problem-solving. Proven track record in training and mentoring staff, optimizing operations, and maintaining cash control accuracy, leading to improved team performance and positive guest experiences.
Overview
11
11
years of professional experience
Work History
Front Desk Supervisor
Drury Hotels Company LLC
San Antonio, TX
05.2015 - Current
- Supervised front desk operations, ensuring exceptional customer service and guest satisfaction.
- Managed team schedules, optimizing staff coverage to enhance operational efficiency.
- Trained and mentored new front desk associates, fostering a collaborative work environment.
- Implemented streamlined check-in/check-out processes, reducing wait times for guests.
- Handled guest inquiries and complaints, resolving issues promptly and professionally.
- Coordinated communication between departments to ensure seamless guest experiences.
- Monitored inventory of supplies, ensuring adequate stock levels for daily operations.
- Developed and maintained standard operating procedures for front desk activities.
- 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.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Education
High School Diploma -
Southwest Preparatory High School
San Antonio, TX06.2005
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Customer service management
- Word processing
- Data entry efficiency
- Training and mentoring
- Staff supervision
- Scheduling and planning
- Team building and supervision
- Exceptional communication
- Listening skills
- Cash control
- Issue resolution
- Cash handling accuracy
- Rate changes
- Decision making aptitude
- Hospitality services
- Team building
- Strong leadership
Timeline
Front Desk Supervisor
Drury Hotels Company LLC
05.2015 - Current
High School Diploma -
Southwest Preparatory High School