Frances Hiner
Garland,TX
Summary
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.
Overview
1
1
Language
16
16
years of professional experience
Work History
Host
Olive Garden Restaurant
Garland, TX
01.2024 - Current
- 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
Aid Inc La Quinta Hotels
Garland, TX
03.2021 - 03.2024
- 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
American Express Travel
Garland, TX
07.2010 - 09.2013
- 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 -
South Garland
Garland, TXSkills
- 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 - Current
Front Desk Manager
Aid Inc La Quinta Hotels
03.2021 - 03.2024
Travel Agent
American Express Travel
07.2010 - 09.2013
GED -
South Garland