Felicia Smith
Mountlake Terrace,WA
Summary
Dynamic hospitality professional with extensive experience at Tulalip Resort Casino, excelling in staff training and complaint resolution. Proven track record in enhancing guest satisfaction and optimizing room occupancy through effective communication and organizational skills. Committed to fostering a positive team environment while ensuring operational excellence.
Overview
7
7
years of professional experience
Work History
Assistant Front Desk Manager
Tulalip Resort Casino
01.2025 - Current
- Monitored daily arrivals and departures to optimize room assignments and availability.
- Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
- Aided in resolving guest complaints promptly, fostering positive experiences and loyalty.
- Provided resources for training new employees and ongoing training for current staff.
- Managed nightly financial audits ensuring accuracy of all transactions and cash balances.
Front Desk Supervisor
Tulalip Resort Casino
11.2022 - 01.2025
- Monitored inventory levels of front desk supplies, ensuring availability for daily operations.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty metrics.
- Conducted regular performance evaluations, providing constructive feedback to team members for improvement.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Attended staff meetings and brought issues to attention of upper management.
Front Desk Agent II
Tulalip Resort Casino
07.2021 - 11.2022
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Verified accuracy of data entered into system to produce error-free reports.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
Front Desk Agent
Tulalip Resort Casino
12.2018 - 07.2021
- Managed guest check-in and check-out processes efficiently.
- Assisted guests with inquiries, providing exceptional customer service.
- Coordinated room assignments and maintained accurate reservation records.
- Monitored front desk operations to ensure compliance with hotel policies.
- Collected room deposits, fees, and payments.
Education
High School Diploma -
Marysville Pilchuck High School
Marysville, WASkills
- Hospitality
- Organizational proficiency
- Staff training and development
- Complaint handling
- Verbal and written communication
- Employee hiring
Timeline
Assistant Front Desk Manager
Tulalip Resort Casino
01.2025 - Current
Front Desk Supervisor
Tulalip Resort Casino
11.2022 - 01.2025
Front Desk Agent II
Tulalip Resort Casino
07.2021 - 11.2022
Front Desk Agent
Tulalip Resort Casino
12.2018 - 07.2021
High School Diploma -
Marysville Pilchuck High School