Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jillian Martin

Mesa

Summary

Professional Assistant Front Desk Manager willing to go extra mile to provide outstanding customer service, with 2+ years in industry. Experience managing 15 guest service employees. Has hospitality expertise necessary to be asset. Positive attitude with high level of customer service experience.

Overview

6
6
years of professional experience

Work History

Administrative Filing Assistant

Buescher Law Group
08.2017 - Current
  • Uploads digital files and data.
  • Organizes and archives records and documents.
  • Makes copies of paperwork and distributes as needed.
  • Retrieves data and files for other departments and personnel.
  • Uses alphabetical and numerical systems to organize paper and electronic records documents.
  • Checks paperwork, digital forms, and files, updating or correcting documentation as needed.
  • Updates filing systems and devises new filing and organizational and storage systems for data and documents as needed.
  • Creates new files and provides needed information on forms and reports.
  • Secures and protects the privacy of documents.
  • Scans paper documents and verifies that scanned documents are clear and legible.
  • Processes requests for files and data.
  • Records when and what documents have been borrowed and returned.
  • Monitors filing materials and office supplies and works with vendors to secure needed supplies, or reports when new purchases need to be made to purchasing officer.
  • Discards documents when required in accordance with official procedures.
  • Transcribes audio and video content.
  • Operates office equipment.
  • Looks for ways to improve filing systems and designs forms and templates for data entry.
  • Types and performs data entry.
  • Works with warehouse personnel or outside storage vendors to assure safe archiving of documents.
  • Checks and corrects documentation and placement of previously filed documents.

Assistant Front Desk Manager

Xanterra Travel Collection
04.2023 - 09.2023
  • Controls the hotel front office operations, sets and maintains high standards for desk organization and function, resulting in quality guest service.
  • Make decisions in all things concerning the welfare and safety of the hotel, its guests, and its employees
  • Assist Front Office Manager and/or Operations Manager in daily supervision of all staff members and ensure proper guest service is provided at the hotel/lodge
  • Use good judgement and professionalism when managing guest complaints
  • Assist Front Desk Manager and/or Operations Manager writing, posting, managing schedules and labor according to business levels.
  • Assist Front Office Manager, in monitoring and consistently evaluate job performance of all Front Desk Staff (Front Desk Agents, Supervisors, Night Audit Agents, Bell Staff, Concierge and Common Area when applicable)
  • Document thoroughly employees’ performance or attendance issues and communicate through verbal and/or email with Manager/Director
  • Coordinate the training of all front office staff to ensure success in their position
  • Assist with maintaining full control of all aspects of the hotel front desk
  • Monitoring rooms throughout shift to prevent double bookings, sleepers, computer errors, key control, shift reports, monitoring maintenance issues, etc
  • Ensure appropriate follow up of all areas of the front desk
  • Work closely with support staff in Accounting, Sales and/or Front Office Manager on tour group bookings, VIP rooms, special requests, rooming lists, and billing and/or billing errors were necessary
  • Assume all functions and responsibilities of a Front Desk Agent, Night Audit, Supervisor and Manager when necessary
  • Work with all departments and support staff to ensure professional communication is maintained
  • When necessary, work to resolve interpersonal challenges with staff
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Prepared weekly employee work schedules to meet operational needs.

Front Desk Agent

Arizona Biltmore, A Waldorf Astoria Resort
08.2021 - 04.2023
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Fluent in OnQ PM
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.

Education

Associate of Arts - General Studies

Maricopa Community Colleges - Mesa Community College
Mesa, AZ
05.2024

High School Diploma -

Desert Ridge High School
Mesa
05.2023

Skills

  • Time Management
  • Presentation Creation
  • Document Scanning
  • Filing and Smoothing
  • Company Relations
  • Team Coordination
  • Schedule Preparation
  • Customer Inquiries
  • External Communications
  • Collaborative Team Player
  • Customer Service
  • Customer Satisfaction

Timeline

Assistant Front Desk Manager

Xanterra Travel Collection
04.2023 - 09.2023

Front Desk Agent

Arizona Biltmore, A Waldorf Astoria Resort
08.2021 - 04.2023

Administrative Filing Assistant

Buescher Law Group
08.2017 - Current

Associate of Arts - General Studies

Maricopa Community Colleges - Mesa Community College

High School Diploma -

Desert Ridge High School

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Jillian Martin