Jennifer Listh
San Antonio,TX
Summary
Front Desk Management Professional with strong expertise in guest relations and administrative duties. Skilled in team collaboration, problem-solving, and adapting to changing circumstances. Known for effective communication and organizational abilities, ensuring smooth operations and high levels of customer satisfaction. Reliable and results-focused, consistently meeting and exceeding expectations.
Overview
7
7
years of professional experience
Work History
Front Desk Manager
Marriott
03.2023 - Current
- Led associates to achieve our 2024 Bonvoy enrollment goal of 3700.
- Mentored and trained new hires, fostering a supportive work environment and facilitating professional growth.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages hitting our goal with over 120,000 for 2024.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Assistant Manager-Room Operations
Marriott
01.2022 - 03.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by promptly addressing and resolving complaints led us to end the year with an ITR of 71.6.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Hotel Front Desk Supervisor
Marriott
02.2020 - 01.2022
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Coordinated with sales department on group bookings, ensuring seamless communication between departments for optimal client experience.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Fostered safe lodging environment with reliable and effective security services.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Oversaw day-to-day operations of the 1000-room hotel with a staff of 10 employees.
- Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
Rooms Controller
Marriott
03.2018 - 02.2020
- Provided backup support during peak times by assisting front desk operations such as answering multiple phone lines up to 5, processing reservations, or addressing walk-in inquiries.
- Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Managed room inventory effectively to minimize overbooking situations.
- Coordinated check-in and pre-registration procedures for arriving groups.
Education
Associate of Arts - General Studies
Macomb Community College
Warren, MISkills
- Customer service
- Effective Solutions Development
- Effective Leadership Skills
- Effective Time Allocation
- Conflict and issue documentation
- Team building and supervision
- Property management systems
Timeline
Front Desk Manager
Marriott
03.2023 - Current
Assistant Manager-Room Operations
Marriott
01.2022 - 03.2023
Hotel Front Desk Supervisor
Marriott
02.2020 - 01.2022
Rooms Controller
Marriott
03.2018 - 02.2020
Associate of Arts - General Studies
Macomb Community College
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