Erika Owens
Glendale,ARIZONA
Summary
Results-driven Front Desk Manager recognized for enhancing guest experiences through exceptional service and effective team leadership. Expertise in staff training and loyalty promotion leads to increased repeat business and improved service standards.
Overview
7
7
years of professional experience
Work History
Front Desk Manager
Holiday Inn Hotel & Suites
Goodyear, Arizona
01.2020 - Current
- Supervised team of 6 front desk agents, ensuring timely completion of tasks and high levels of guest satisfaction.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Assisted with training new staff members on front desk procedures and policies.
- Promoted loyalty programs, resulting in increased repeat business from customers.
Front Desk Representative
Aloft Hotel
Glendale, Arizona
06.2019 - 01.2020
- Addressed guest inquiries and resolved concerns promptly and professionally.
- Assisted in handling guest billing inquiries and processed payments accurately.
- Coordinated with housekeeping to maintain cleanliness and readiness of rooms.
Education
High School Diploma -
St. Mary's High School
Phoenix, AZSkills
- Customer service management
- Reservation systems
- Payment processing
- Staff training
- Loyalty promotion
- Safety and security procedures
- Problem solving
- Conflict resolution
- Effective communication
Timeline
Front Desk Manager
Holiday Inn Hotel & Suites
01.2020 - Current
Front Desk Representative
Aloft Hotel
06.2019 - 01.2020
High School Diploma -
St. Mary's High School