Julie Castle
Lansdowne,PA
Summary
Dynamic hospitality professional with extensive experience at Radnor Hotel, excelling in reservation management and customer service. Proven track record of enhancing guest satisfaction through effective problem-solving and attention to detail. Skilled in utilizing property management systems to optimize bookings and revenue, while fostering strong client relationships for repeat business.
Experienced with managing front desk operations efficiently and courteously. Utilizes excellent communication and organizational skills to handle guest inquiries and administrative tasks seamlessly. Track record of enhancing customer satisfaction and supporting team goals in dynamic environments.
Overview
29
29
years of professional experience
Work History
Front Desk Receptionist
The Inn at Swarthmore
Swarthmore, PA
01.2024 - Current
- Managed reservation system, optimizing room allocations and guest experiences.
- Greeted and checked in guests, ensuring a welcoming first impression.
- Assisted guests with inquiries and complaints, providing prompt and effective solutions.
- Processed payments accurately, maintaining financial integrity during transactions.
Reservations Manager
Radnor Hotel
Radnor, PA
08.2001 - 01.2020
- Managed daily reservations, ensuring accuracy and efficiency in booking processes.
- Coordinated with front desk and housekeeping to optimize guest experiences.
- Utilized property management systems to track and process reservations effectively.
- Responded promptly to customer inquiries, providing exceptional service and support.
- Analyzed booking trends to identify opportunities for revenue growth and improved services.
- Trained new staff on reservation procedures and software usage for optimal performance.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Handled billing information over phone.
- Generated and reported performance metrics to management to inform decision-making.
Receptionist
Dr. Jeffrey Brooks
Upper Darby, PA
03.1997 - 08.2001
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Coordinated communication between departments, enhancing internal collaboration and workflow efficiency.
- Handled multi-line phone systems, directing calls effectively to appropriate personnel.
- Maintained accurate records of appointments and client interactions for efficient follow-up.
Education
High School Diploma -
Upper Darby High School
Upper Darby, PA06-1983
Skills
- Reservation management
- Professional appearance
- Microsoft office
- Customer service
- Problem-solving
- Phone and email etiquette
- Time management
- Reservations
- Payment processing
- File management
- POS system operation
- Data confidentiality
- Switchboard operation
- Administrative skills
- Data gathering
- Records management
- Transaction processing
- Revenue management
- Teamwork
- Attention to detail
- Front desk operations
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Effective communication
- Check-in and Check-out procedures
- Hospitality management
- Inventory control
Timeline
Front Desk Receptionist
The Inn at Swarthmore
01.2024 - Current
Reservations Manager
Radnor Hotel
08.2001 - 01.2020
Receptionist
Dr. Jeffrey Brooks
03.1997 - 08.2001
High School Diploma -
Upper Darby High School