Hunter Marshall
Duluth,MN
Summary
Results-driven hospitality professional with strong sales experience and a focus on guest services. Committed to improving operational efficiency and enhancing guest experiences through effective communication and problem resolution.
Overview
6
6
years of professional experience
Work History
Destination Experience Agent
Odyssey Resorts
05.2022 - Current
- Used RDP PMS and Cloudbeds PMS to make and manage reservations for both transient guests and owners of timeshare/fractional ownership units across eight properties of various sizes along the North Shore of Lake Superior.
- Managed a high volume of incoming calls regarding sales, guest inquiries, and internal communications between teams.
- Delivered exceptional customer service, fostering positive guest experiences and resolving inquiries efficiently.
- Collaborated with team members across properties to ensure prompt and accurate service to guests.
- Maintained accurate records of guest communications, transactions, and requests for efficient communication between agents across various teams.
- Created and tracked leads to follow up on guest inquiries and secure high-value reservations.
- Processed and documented sales of gift cards using FreedomPay and Excel.
Front Desk Supervisor
Edgewater Hotel and Waterpark
01.2021 - 03.2022
- Oversaw a team of between 5 and 10 front desk agents.
- Managed daily front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained new staff on customer service protocols and in the use of VisualOne PMS.
- Resolved guest inquiries and complaints, enhancing overall customer satisfaction.
- Supported group reservations coordinator in establishing group blocks and managing payment processing for large parties.
- Generated detailed night audit reports for management review and decision-making.
- Generated and printed daily financial reports.
Education
High School Diploma -
Harbor City International School
Duluth05-2020
Skills
- Multiple Property Management Systems
- Problem-solving skills
- Clear communication
- Customer complaint resolution
- Guest services
- Problem-solving
- Hospitality services
- Credit and cash payments
- POS systems
- Sales expertise
Affiliations
Tamarack Dance Association - Board Member, since 2024
Languages
English - Native
Spanish - B1
Timeline
Destination Experience Agent
Odyssey Resorts
05.2022 - Current
Front Desk Supervisor
Edgewater Hotel and Waterpark
01.2021 - 03.2022
High School Diploma -
Harbor City International School