Jennifer Bales
Sevierville,TN
Summary
Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adapting to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs.
Overview
11
11
years of professional experience
Work History
Front Desk Manager
Oakmont Resort
Pigeon Forge, TN
08.2021 - 06.2024
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Greeted guests upon arrival and checked them in to their rooms.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 4 front desk agents ensuring tasks were completed efficiently and effectively.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Processed employee time sheets, payroll information and other administrative documents.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Supervised front desk operations, enabling guests to receive superior customer service from resort staff.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Created and optimized employee schedules for shift coverage.
- Developed lasting relationships with guests that built loyalty and drove resort revenue.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Completed weekly income report in a timely manor to turn into the General Manager.
- Completed the master card purchases for each month, by creating an excel sheet allocating each item purchased into the correct account number.
- Receiving invoices from vendors, creating check requests to send to our accounting department.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
Flex Reservationist
Oakmont Resort
Pigeon Forge , TN
08.2018 - 08.2021
- Assisted customers in making reservations over the phone.
- Updated reservation records, availability and other data into computer system.
- Ensured accuracy of all customer information entered into the system.
- Prepared daily reports on occupancy, arrivals and departures of guests.
- Provided assistance to front desk staff during peak times or when needed.
- Created weekly and monthly summaries of all bookings made by customers.
- Responded promptly to emails sent by customers regarding their inquiries.
- Managed cancellations and changes in existing reservations.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Verified guest information and payment options ensuring accuracy and completeness.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Verified owner reservations through a third party exchange company in order for our owners to be able to travel to other places.
Front Desk Receptionist
Oakmont Resort
Pigeon Forge, TN
01.2013 - 08.2018
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Processed payments from customers using a variety of payment methods including credit cards, checks and cash.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Updated customer information in databases regularly to ensure accuracy of records.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Provided excellent customer service by responding quickly to inquiries via phone in a professional manner.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Explained policies and procedures to visitors.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Responded to inquiries and room requests made online, and by phone.
- Input customer data into reservation systems and updated to reflect room changes.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
Education
GED -
Sevier County High School
Sevierville, TN06-2007
Skills
- Leadership Qualities
- Process Improvement
- Team Training
- Payment oversight
- Delegating Work Assignments
- Room assignments
- Employee Training
- Computer Reservations Systems
- Daily Reporting
- Conflict and issue documentation
- 11 Years in Customer Service
- Adaptable at Mastering New Concepts
- Documentation And Reporting
- Cash control
- Safety and security procedures
- Training and mentoring
- Report Preparation
- Reservation Management
- Problem-solving skills
- Initiative-taking
Timeline
Front Desk Manager
Oakmont Resort
08.2021 - 06.2024
Flex Reservationist
Oakmont Resort
08.2018 - 08.2021
Front Desk Receptionist
Oakmont Resort
01.2013 - 08.2018
GED -
Sevier County High School