Donna Ford
Marion,United States
Summary
Dynamic hospitality professional with extensive experience at Hallmarc Inn, excelling in customer service and payment handling. Proven track record of enhancing guest satisfaction through effective problem-solving and meticulous attention to detail. Skilled in reservation management and fostering strong relationships, ensuring a welcoming environment and repeat business.
Overview
40
40
years of professional experience
Work History
Hotel Front Desk Clerk
Hallmarc Inn
03.2018 - Current
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
- Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
- Conducted regular security checks throughout the property, contributing to a safe environment for both guests and staff.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered phone within Number minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Developed and maintained positive relationships with guests for satisfaction.
Owner / Nonprofit Social Club
Self-employeed
09.1999 - 07.2017
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decisionmaking.
- Streamlined operational processes to improve efficiency with comprehensive audits and restructuring.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Owner Operator
Select Promotions & Events
01.1986 - 09.2004
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Operated with safety and skill to avoid accidents and delays.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Interacted well with customers to build connections and nurture relationships.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Education
Clerical - Accounting
Delta Vo-Tech
Marked Tree, ARSkills
- Customer service
- Payment handling
- Welcoming guests
- Multi-line phone systems
- Greeting guests
- Teamwork orientation
- Professional appearance
- Microsoft office
- Guest reception
- Reservation management
- Reservation processing
- Guest relations
- Basic accounting
- Reservations
- Auditing
- Check-in & check-out coordination
- Check-ins and check-outs
- Room booking
- Room availability
- Hotel services and hospitality
- Hotel recordkeeping
- Room charges
- Time management
- POS system operation
- Phone and email etiquette
- Guest registration
- Transaction processing
- Detail-oriented
- Office organization
- Data entry
- Problem-solving
- Payment collection
- Records management
- Data confidentiality
- File management
- Cash handling
- Nightly audits
- Switchboard operation
- Attention to detail
- Problem-solving abilities
- Multitasking
- Front desk operations
- Multitasking Abilities
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Flexibility
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Check-in and Check-out procedures
Accomplishments
1st place award at the Phi. Beta Lamda Arkansas State Leadership Conference in Office Procedures.
Timeline
Hotel Front Desk Clerk
Hallmarc Inn
03.2018 - Current
Owner / Nonprofit Social Club
Self-employeed
09.1999 - 07.2017
Owner Operator
Select Promotions & Events
01.1986 - 09.2004
Clerical - Accounting
Delta Vo-Tech
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