Jodi Penn
Summary
Results-driven Guest Services III with proven leadership in training staff and optimizing workflows. Enhanced guest satisfaction by effectively resolving concerns and streamlining service delivery. Cultivated strong team relationships to support operational efficiency and readiness for diverse challenges in guest services.
Overview
5
5
years of professional experience
Work History
Guest Services Supervisor
Travel and Leisure
National Harbor
12.2021 - Current
- Supervised guest interactions to ensure exceptional service experiences.
- Trained and mentored staff on customer service best practices.
- Resolved guest complaints promptly and effectively to maintain satisfaction.
- Coordinated daily operations to enhance guest service workflows and improve response times.
- Developed training materials for new hires on company policies and procedures.
- Conducted regular team meetings to enhance communication and performance.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Managed front desk operations, overseeing check-ins, check-outs, and cash handling procedures to ensure seamless guest experiences.
- Prepared reports related to occupancy rates, revenue generated from guest services.
- Resolved escalated customer complaints and disputes in a professional manner, ensuring adherence to company guidelines and maintaining guest satisfaction.
- Responded promptly to emails and phone calls from customers seeking assistance or information about hotel services.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Coordinated with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Monitored daily performance of staff members and provided feedback on areas for improvement.
- Provided training and guidance to all team members in customer service best practices, policies, and procedures.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, departures, and special requests from guests.
- Developed and maintained emergency response procedures for the guest services team to ensure guest safety.
Front Desk Night Auditor
Spring Hill suites
Alexandria
07.2021 - 12.2021
- Managed nightly front desk operations, ensuring smooth guest check-ins and departures.
- Assisted guests with inquiries and resolved issues promptly, contributing to overall guest satisfaction.
- Greeted guests during check-in, delivering essential information about hotel services to enhance their experience.
- Coordinated with guest services and concierge teams to fulfill guest needs efficiently.
- Processed financial transactions, accurately balancing cash drawers at end of shifts.
- Performed nightly audits of room charges, tax settlements, and credit card postings.
- Completed end-of-shift paperwork, ensuring accurate incident reports and cash reconciliations.
- Maintained a well-stocked food and beverage station for guest enjoyment.
Education
High School Diploma -
Wakefield High School
Arlington VASkills
- Front office support
- Guest accommodations
- Check-in procedures
- Check-out procedures
- Making reservations
- Verifying reservations
- Resolving disputes
- Complaint resolution
- Guest experiences
- Team management
- Team Training
- Strong leadership
- Operations management
- Team optimization
- Front desk management
- Generating reports
- Supporting audits
- Policy enforcement
- Multitasking
- Effective communication
- Verbal communication
- Time management
- Problem solving
- Customer service
- Team building
- Operations management
- Time management
- Problem solving
Timeline
Guest Services Supervisor
Travel and Leisure
12.2021 - Current
Front Desk Night Auditor
Spring Hill suites
07.2021 - 12.2021
High School Diploma -
Wakefield High School