Gabriela Ibarra-Hernandez

Front Desk Supervisor (Dual Property)

Schulte Hospitality

07.2021 - Current

Worked in a dually managed property as a supervisor handling two brands at one time.
Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Trained new staff on correct procedures, compliance requirements, and performance strategies.
Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Scheduled and assigned daily work and activities for team members.
Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Collected room deposits, fees, and payments.
Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Attended staff meetings and brought issues to attention of upper management.
Kept accounts in balance and ran daily reports to verify totals.
Handled tasks and responsibilities for front office employees during periods of understaffing.
Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Delegated tasks to administrative support staff to organize and improve office efficiency.