Grace Lasme
McKinney,TX
Summary
Proven leader and skilled communicator, adept in guest services and hospitality, significantly enhanced guest satisfaction at Holiday Inn Express Hotel. Fluent in English, Spanish, and French, I excelled in team training and guest relations, driving repeat business and boosting hotel revenue. Expert in cash handling and resolving complaints with diplomacy, I consistently maintained high professionalism and team performance.
Overview
2
2
years of professional experience
Work History
Front Desk Supervisor
Holiday Inn Express Hotel
McKinney, TX
05.2022 - Current
- 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.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- 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.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
Education
General
Groupe Scolaire Djekat
Ivory Coast05.2016
Skills
- Cash Handling
- Guest Services
- Hospitality services
- Team Training
- Language Fluency
- Multi-Line Phone Systems
- Check-in and Check-out Procedures
Fluent in English
Fluent in Spanish
Fluent in French
Guest relations
Team lead
Accomplishments
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
- Pitched in and worked any front desk position when short-staffed to ensure that guests were served promptly, resulting in reduced waiting times.
- Developed programs that encouraged front office team members to provide exceptional service, which resulted in higher online ratings on TripAdvisor.
- Promoted establishment services to guests and relayed information about the casino, golf course, spa, salon and restaurants, which boosted sales Number%.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result through effectively helping with Task.
Languages
English
Full Professional
French
Native or Bilingual
Spanish
Full Professional
Timeline
Front Desk Supervisor
Holiday Inn Express Hotel
05.2022 - Current
General
Groupe Scolaire Djekat