Julie Pagano
Beverly Hills,FL
Summary
Experienced Front Desk Manager at busy hotel offering strong interpersonal and financial management skills. Organized with strong attention to guest needs. Dynamic team leader and consensus builder who leads by demonstrating outstanding guest services.
Overview
5
5
years of professional experience
Work History
Front Desk Manager
Concord Hospitality/ Residence Inn By Marriott
01.2020 - 12.2022
- 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.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Resolved guest complaints by addressing issues with rooms promptly.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Prepared weekly employee work schedules for team members.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
Front Desk Associate
Concord Hospitality / Residence Inn By Marriott
10.2017 - 01.2020
- Maintained cleanliness and organization of front desk area.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
Education
High School Diploma -
Granby Memorial High School
Granby, CT06.1987
Skills
- Safety and Security Procedures
- Staff Training
- Shift Scheduling
- Computer Reservations Systems
- Verbal and Written Communication
- Policy Enforcement
- Room Assignments
- Office Management
- Complaint Resolution
- Interviewing and Hiring
- Customer Service
- Process Improvement
- Quality Assurance
- Hospitality Management
Ballroom Dance Instructor
Owned and operated two Ballroom Dance Studio's and taught Ballroom dance lessons for over 20 years.
Timeline
Front Desk Manager
Concord Hospitality/ Residence Inn By Marriott
01.2020 - 12.2022
Front Desk Associate
Concord Hospitality / Residence Inn By Marriott
10.2017 - 01.2020
High School Diploma -
Granby Memorial High School
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