Frances Hiner
Olive Garden Restaurant
Garland,TX
1
Language
16
years of professional experience
Detail-Oriented Front Desk Manager experienced in enhancing guest satisfaction and streamlining operations in fast-paced environments. Achieved improvements in customer experiences through process enhancements and team training. Focused on effective time management, multitasking, and proactive communication to manage high-pressure situations.
Work History
Host
2 Years 9 Months- Greeted and seated guests, ensuring a welcoming atmosphere.
- Coordinated with servers to optimize table turnover and guest satisfaction.
- Managed waitlists and reservations using restaurant management software.
- Assisted in training new hosts on procedures and customer service standards.
- Monitored dining area to maintain cleanliness and organization during service hours.
- Responded promptly to guest inquiries, enhancing overall dining experience.
- Implemented process improvements that reduced wait times during peak hours.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations by phone, answered customer questions, and informed of accurate wait times.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
Front Desk Manager
3 Years- Demonstrated self-motivation in completing tasks without supervision.
- Coordinated with housekeeping and maintenance to ensure timely room readiness for incoming guests.
- Monitored inventory levels of supplies and collaborated with vendors for timely replenishment.
- Developed training materials to improve onboarding processes for new front desk employees.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in and out of hotel, made reservations, and processed payments.
- Managed front desk maintenance of client records and lab data.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Adapted quickly to fast-paced work environments to maintain productivity.
- Collaborated with team members while also excelling in independent tasks.
- Learned new concepts quickly to adapt to changing work environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Showed respect and friendliness in all interactions with team members.
- Adjusted work schedule to include nights, weekends, and holidays as needed.
- Self-motivated, with a strong sense of personal responsibility.
- Maintained organization and attention to detail in daily tasks.
- Focused on details to ensure accuracy in all completed assignments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Enhanced communication skills by engaging in daily interactions with colleagues.
- Exhibited strong organizational skills by effectively managing multiple projects.
- Paid attention to detail while completing assignments.
- Provided training and mentorship to staff on customer service and hotel policies.
- Developed schedules to ensure optimal front desk staffing during peak times.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Travel Agent
3 Years 2 Months- Managed end-to-end travel arrangements, including flights, accommodations, and transportation services.
- Developed customized travel itineraries based on client preferences and budget constraints.
- Cultivated relationships with vendors to negotiate competitive rates and exclusive offers for clients.
- Resolved travel-related issues promptly, ensuring high levels of customer satisfaction and loyalty.
- Implemented process improvements that streamlined operations and reduced booking errors significantly.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client's interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Followed up with customers to increase customer service with travel plans.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Created compelling marketing materials that showcased available travel packages and promotions, generating increased interest from potential clients.
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes.
- Updated and maintained customer databases to increase customer retention.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Organized group tours, coordinating logistics and accommodations to ensure a smooth experience for all participants.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Education
GED
Skills
Booking oversight
Guest relations
Customer service
Reservation handling
Reservations
Group booking management
Dining event support
Seating management
Booking management
Host teamwork
Team collaboration
Table coordination
Reservation management
Reservation oversight
Upselling techniques
Group reservations
Event planning
Languages
English
Full Professional
Timeline
Host
Olive Garden Restaurant
01.2024 - CurrentRead More
Front Desk Manager
Aid Inc La Quinta Hotels
03.2021 - 03.2024Read More
Travel Agent
American Express Travel
07.2010 - 09.2013Read More
South Garland
GED
Read More