Jillisa Kiggins
Louisville,KY
Summary
Experienced hospitality management professional with a strong focus on front office operations. Highly skilled in leading teams and fostering collaboration to consistently achieve outstanding results. Proficient in staff training, guest relations, and effective problem-solving. Recognized for adaptability and reliability, excelling in fast-paced environments and ensuring seamless service delivery.
Overview
8
8
years of professional experience
Work History
Front Office Supervisor
Embassy Suites by Hilton
12.2021 - 11.2024
- Confidently Supervised Front desk and Front Desk agents
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Coached employees through day-to-day work and complex problems.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Nominated for the Al J Schneider award for proficiency and excellent customer service in 2022
- Awarded the Al J Schneider award for outstanding customer service and excellent hospitality
- Hilton's "Catch Me At My Best" winner 2022, 2023 & 2024 presented and recognized by associates and guests of Embassy Suites
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Dispersed petty cash to employees and collected and managed receipts.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
Service Manager
Chipotle Grill
01.2017 - 12.2021
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Safely prepped and served safe and delicious food.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Properly counted inventory and ordered weekly trucks
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Education
High School Diploma -
Eastern High School
Louisville, KY05-2009
Skills
- Microsoft Office
- Office Administration
- Issue handling
- Multitasking proficiency
- Reservations assistance
- Scheduling and calendar management
- Hotel information
- Administrative tasks
- Concierge services
- Exceptional customer support
- Guest check-in and check-out
- Daily shift oversight
Personal Information
Authorized To Work: US
Timeline
Front Office Supervisor
Embassy Suites by Hilton
12.2021 - 11.2024
Service Manager
Chipotle Grill
01.2017 - 12.2021
High School Diploma -
Eastern High School
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