Summary
Overview
Work History
Skills
References
Timeline
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Erin Henson

Piscataway,NJ

Summary

Skilled Hotel Front Desk Supervisor with comprehensive background in hospitality management. Strong focus on customer service and guest satisfaction, with proven ability to manage front desk operations efficiently. Demonstrated leadership skills, adept at team building and staff training. Significant impact made in previous roles through streamlining processes and enhancing operational efficiency. Decisive professional equipped to handle range of daily operations needs and emergency situations at properties. Ready for any challenge facing business or customers. Adapts quickly to changing needs and expertly resolves conflicts. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

Hotel Front Desk Supervisor

Valor Hospitality Partners
Basking Ridge, NJ
09.2023 - Current
  • Greeted guests and checked them in and out of the hotel.
  • Monitored front desk staff to ensure they met customer service standards.
  • Trained new hires on procedures, policies, and customer service expectations.
  • Developed and implemented strategies to improve customer satisfaction.
  • Resolved guest complaints in a professional manner.
  • Ensured compliance with all safety regulations and protocols.
  • Maintained accurate records of daily transactions.
  • Processed payments for services rendered at the front desk.
  • Coordinated with housekeeping staff regarding room availability and occupancy levels.
  • Assisted guests with reservations for dining, spa services, and other amenities offered by the hotel.
  • Managed inventory of supplies used at the front desk.
  • Provided information about local attractions and events.
  • Answered telephone inquiries from customers in a timely manner.
  • Handled cash registers and balanced daily receipts.
  • Reviewed guest feedback forms to identify areas needing improvement.
  • Conducted regular audits of all front desk operations.
  • Performed administrative duties as required such as filing paperwork or updating records.
  • Implemented best practices to maximize efficiency at the front desk area.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Responded to inquiries and room requests made online, by phone, and via email.
  • Responded to and resolved guest issues or complaints.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Delegated work to staff, setting priorities and goals.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Verified customer credit to establish payment method for accommodations.
  • Issued room keys and escort instructions to bellhops.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Offered guests beverages and refreshments upon check-in.

Customer Service Representative

Nuts.com
Cranford, USA
05.2023 - 09.2023
  • Receive incoming calls with order issues, such as late orders, missing items, and damaged products.
  • Also, answer incoming emails as well.
  • Maintaining my goal of 13 customers per hour.
  • Following the Give back Policy, while still keeping the customer laughing and happy over the phone.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

BDC (Internet Sales)

Smythe Volvo
Summit, USA
11.2021 - 11.2022
  • Developed and implemented internet sales strategies to increase web traffic and online conversions.
  • Created, monitored and evaluated key performance indicators for the internet sales team.
  • Analyzed online customer feedback surveys to identify potential opportunities for improvement.
  • Engaged positively with each customer, providing professional, and polite support for sales and service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Set and exceeded sales goals and KPIs for marketing campaigns.

CSDH (Customer Service Department Head)

Stop & Shop Supermarket
, USA
09.2012 - 11.2021
  • Developed and implemented departmental goals, objectives, policies and procedures.
  • Conducted performance evaluations of staff and provided guidance for improvement.
  • Organized regular meetings with staff to discuss progress and address issues.
  • Created a training program for new employees to orient them to their roles.
  • Researched current industry trends and developed strategies to stay competitive in the market.
  • Reviewed project plans submitted by team members for accuracy, completeness and feasibility.
  • Recruited qualified candidates to fill open positions within the organization.
  • Managed daily work assignments of subordinate staff members while ensuring timely completion.
  • Provided leadership during times of crisis or change in order to maintain productivity levels.
  • Trained employees on proper and safe use of equipment and tools.
  • Hired, trained and coached employees to deliver world-class customer service.
  • Performed opening and closing duties as part of management team and handled cash management.
  • Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.

Skills

  • Opera/Marsha Knowledge
  • Customer service
  • Communication
  • Organization
  • Management
  • Scheduling
  • Computer skills
  • Reservation Management
  • Policy Enforcement
  • Cash handling expertise
  • Administrative tasks
  • Guest Relations Management
  • Staff Training and Development
  • Property Management Systems
  • Guest Relations
  • Complaint Handling
  • Microsoft Office
  • Professional Appearance
  • Guest Services
  • Hotel operations
  • Teamwork and Leadership
  • Payment Processing
  • Front Desk Operations
  • Computer Skills
  • Inventory Control
  • Excellent Communication
  • Concierge service
  • Reporting
  • Professionalism
  • Team building
  • CRM Software
  • Shift Scheduling
  • Time Management
  • Adaptability and Flexibility
  • Goal Setting
  • VIP services
  • Staff Training
  • Adaptability
  • Brand Management
  • Reliability

References

References available upon request.

Timeline

Hotel Front Desk Supervisor

Valor Hospitality Partners
09.2023 - Current

Customer Service Representative

Nuts.com
05.2023 - 09.2023

BDC (Internet Sales)

Smythe Volvo
11.2021 - 11.2022

CSDH (Customer Service Department Head)

Stop & Shop Supermarket
09.2012 - 11.2021

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Erin Henson