Jennifer Collet
Summary
Communicative Front Office Supervisor, New Hire Trainer, and Reservationist with 15 years of experience maintaining high level of hospitality, professionalism and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
20
20
years of professional experience
Work History
Compliance Analyst
LaSalle Corrections
Dripping Springs, TX
01.2019 - Current
- Pursued continuous learning opportunities regarding latest compliance and procedural changes.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Enforced regulations by reviewing federal and state laws to confirm compliance.
- Completed all assignments on time and with no infractions during examinations.
Front Desk Agent
Sleep Inn & Suites
Dripping Springs, TX
09.2015 - 01.2019
- Welcome guests and clients in an upbeat and friendly manner.
- Address client's concerns, resolve complaints or answer account-related questions.
- Represent office personnel and company brand in regular client correspondence.
- Handle accounting of money, receipts, guest accounts and credit through operation of the cash register and completion of reports required to ensure company funds are secure.
- Answer inquiry phone calls from potential guests and presents features and benefits of hotel in a structured attempt to convert the inquiry into a reservation at the hotel.
Front Desk Agent
Holiday Inn Express & Suites
Lubbock, Texas
10.2013 - 07.2014
- Checked guests in and out of hotel, noting special room requirements or additional charges to be added to final bill.
- Monitor guest satisfaction and report issues/concerns to management promptly.
- Answered questions about hotel and surrounding entertainment options, eateries, shopping, main attraction options.
- Fulfilled monthly quotas of hotel brand membership new enrollments.
- Greeted all guests in a timely manner; acknowledging everyone by engaging eye contact, through the lobby.
Correctional Officer
Eden Detention Center
Eden, TX
12.2009 - 09.2013
- Started off as an education administrative clerk, enrolling inmates into our educational programs at the facility, clerical work, data entry, then promoted to a Correctional Officer.
- Monitored inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Assisted in restraining violent and unruly inmates.
- Continually monitored dormitories for inappropriate activity.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Was on the Unit Disciplinary Team. I investigated crimes/infractions committed by inmates while incarcerated at our facility. Upon completion of my investigation and the finalization of my report , I would then suggest proper sanctions to be carried out by the board; while keeping efficient time to ensure proper protocol was carried out due to federal time constraints on reporting.
- Had Sentry access, an upper security clearance to allow access to all Inmate files.
- Control Room Officer. Was directly responsible for all keys/radios being distributed to Officers while doing data entry to ensure all items were accounted for. Was responsible for all traffic in and out of facility. Communicated with vendors/contractors entering the prison. Had 2 controlled disturbances while on post. Handled communication directly to the Chief of Security off site at the time, acting as liaison.
- Followed safety protocols and prison procedures at all times.
Front Desk Supervisor
Red Feather Lodge
Grand Canyon Village, AZ
07.2004 - 07.2009
- Monitored the daily activities of our customer support teams.
- Trained all new quality customer service representatives.
- Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients. - Effectively communicated with team members to maintain clearly defined expectations.
- Resolved customer questions, issues and complaints.
- Developed rapport with the customer base by handling difficult issues with professionalism.
- Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
- Would take potential guests on guided tours, presenting features and benefits of the hotel.
- Was awarded employee of the year with over 50 employees.
Director Sales
Holiday Inn Express & Suites
Grand Canyon, AZ
01.2003 - 07.2004
- Negotiated Rates for Foreign Individual Travelers (FIT's) to lock in annual contracts and room allotments per month.
- Set up Group Blocks of 10 or more rooms.
- Flew to Los Angeles, CA with our Marketing Director to set up more business with our top clients.
- Prepared customer satisfaction surveys, call backs for our brand to improve our standards.
- Identified prospective customers using lead generating methods and performed multiple cold calls per day.
Education
Fred Pryor Customer Service Seminars. Choice University Modules And Certificates. HIE Certificates.
Skills
- Exceptional customer service
- Customer service
- Conflict resolution
- Reliable
- Relationship-building
- Data entry
- Staff motivation and training
- Investigations expertise
- Due diligence
- Operations support
- Corrective actions
- Compliance protocols
- Reporting requirements
- Investigative reporting
- Litigation support
- Skilled in Microsoft Word, Excel and Powerpoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Compliance Analyst
LaSalle Corrections
01.2019 - Current
Front Desk Agent
Sleep Inn & Suites
09.2015 - 01.2019
Front Desk Agent
Holiday Inn Express & Suites
10.2013 - 07.2014
Correctional Officer
Eden Detention Center
12.2009 - 09.2013
Front Desk Supervisor
Red Feather Lodge
07.2004 - 07.2009
Director Sales
Holiday Inn Express & Suites
01.2003 - 07.2004
Fred Pryor Customer Service Seminars. Choice University Modules And Certificates. HIE Certificates.