Emma Costin
Chicago,IL
Summary
Driven and reliable front desk specialist with years of experience in hospitality at a variety of destinations. Committed to providing high-quality service in superior guest experiences, while maintaining brand reputation and business needs.
Overview
8
8
years of professional experience
Work History
Front Office Host
Hyatt Regency Clearwater Beach Resort And Spa
2023.03 - 2024.01
- Excitably welcomed guests to the resort ensuring a positive experience from check-in to check-out.
- Increased customer loyalty with personalized service and a drive for guest satisfaction.
- Answered in house and outside calls promptly to fulfill any guest requests or answer questions for upcoming stays.
- Reported any requests or issues to the proper departments and followed up with guest to ensure their inquiry was revolved.
- Managed room inventory effectively using hotel management systems, ensuring optimal occupancy rates and revenue generation, upselling when appropriate for inventory or to fulfill guest needs.
Concierge
Hyatt Regency Clearwater Beach Resort And Spa
2023.06 - 2024.01
- Maintained detailed knowledge of local attractions, events, and services to provide the most personalized recommendations and assist guests in booking reservations.
- Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
- Set up and delivered in room amenities such as champagne, deserts, decor or snack baskets for guests celebrating special events.
Front Desk Specialist
Vacasa Vacation Rental Management
2022.07 - 2022.12
- Acted as the first point of contact for guests, vendors, and owners for over 2,000 properties.
- Handled guest calls, check ins, and communication with vendors to resolve guest complaints in a fast paced environment.
- Assisted with the creation and delegation of maintenance tickets for housekeeping and maintenance vendors.
- Organized reservations and prepared check in packets for hundreds of reservations per day during busy season.
- Worked with company database to edit listings and internal notes to accurately represent the properties.
- Used effective organization and project management skills to direct projects during Ocean Cities' off season.
Hyatt Residence Club Front Desk Supervisor
Marriott Vacations Worldwide
2020.12 - 2022.06
- Handled all guest/owner requirements from check-in through check-out, maintaining high satisfaction rates at a busy timeshare/vacation rental location.
- Coordinated with housekeeping, maintenance and front office departments to address guest concerns and requests, delegating tasks to ensure they are resolved promptly.
- Inspected rooms for housekeeping and maintenance issues prior to guest arrival to guarantee rooms are up to standard.
- Prepared weekly reports to keep staff up to par on owner's status, requests, past issues, arrival times, room-moves and stay-over reservations.
- Assigned rooms for arrivals, fulfilling guest requests.
- Managed inventory, placed orders and payed invoices for property supplies.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
Remote Marketing Assistant
RE/MAX Team San Martin
2016.01 - Current
- Observe and report changes in property listings to publishers for monthly magazine advertisements.
- Make design changes and update templates for monthly e-newsletter and send out in the form of a mass email.
Education
High School Diploma -
American School of Correspendence
Lansing, IL2016
Skills
- Hospitality Best Practices
- Check-in Check-out Processes
- Exceptional Written and Verbal Communication
- Technical Computer Skills
- Project Coordination
- Guest Relations
- Room Assignments
- Credit and Cash Payments
- Reservations
Timeline
Concierge
Hyatt Regency Clearwater Beach Resort And Spa
2023.06 - 2024.01
Front Office Host
Hyatt Regency Clearwater Beach Resort And Spa
2023.03 - 2024.01
Front Desk Specialist
Vacasa Vacation Rental Management
2022.07 - 2022.12
Hyatt Residence Club Front Desk Supervisor
Marriott Vacations Worldwide
2020.12 - 2022.06
Remote Marketing Assistant
RE/MAX Team San Martin
2016.01 - Current
High School Diploma -
American School of Correspendence
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