Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Deanna Maser

Cottonwood,AZ

Summary

Hospitality management professional with proven track record in boosting guest satisfaction and streamlining operations. Expertise in team collaboration and maintaining exceptional service standards. Strong communication and problem-solving skills drive effective solutions in dynamic environments.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Front Desk Supervisor

Amara Resort & Spa
02.2024 - Current
  • First point of contact to resolve guest complaints and high-pressure issues promptly, ensuring complete guest satisfaction and maintaining positive relationships
  • Assisted with leading operations of Front Desk, Valet, and Concierge, helped guide a team of 20 employees to deliver exceptional guest service
  • Provide training, guidance, and feedback to front desk staff, creating efficient team performance
  • Establish strong relationships with agents, creating a supportive, professional, and respectful workplace culture
  • Assist higher management with administrative tasks, reports, and special projects as required
  • Maintain a customer-centric approach, ensuring that guest feedback is seen as an integral part of improving service quality and overall guest experience
  • Participate in leadership meetings to discuss operational goals, departmental challenges, and provide input on overall hotel performance
  • Assisted in achieving a $45,000 upsell revenue goal in 2024, assisted with the launch of a new gift shop that surpassed sales expectations, and implemented a comprehensive training regimen to enhance team performance

Front Desk Agent

Amara Resort & Spa
07.2022 - 02.2024
  • Routinely using hotel software and applications to review guest reservations and assist guests with any reservation inquiries about bookings, cancellations, modifications, and payment options
  • Collaborating with other departments such as Housekeeping or Food & Beverage to ensure smooth operations and support guests’ needs
  • Answering high volumes of calls to fulfill guest requests and provide concierge services to enhance guest experiences
  • Maintaining all areas of my environment to create a clean, presentable, and welcoming hotel for both guests and staff

Education

GED -

Mingus Union High School
Cottonwood, AZ

Skills

  • Tactful & Professional Communication (Written and Verbal)
  • Hotel Technology Platforms (Opera V5, Opera Cloud, Alice, Nor1)
  • Attention to Detail
  • Team Development
  • Ability to multi-task
  • Efficiency in Fast-Paced Environments
  • Unwavering Work Ethic & Dedication
  • Guest relations
  • Problem-solving skills
  • Time management
  • Team building and supervision

Certification

  • AHLE - American Hotel & Lodging Institute
  • Certification in Hotel Operations, Leadership, Recruiting & Hiring, Financial/Revenue Management
  • Employee of the Month (October 2023)
  • Leader of the 4th Quarter (December 2024)

Timeline

Front Desk Supervisor

Amara Resort & Spa
02.2024 - Current

Front Desk Agent

Amara Resort & Spa
07.2022 - 02.2024

GED -

Mingus Union High School

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Deanna Maser