Kara Jones
Napa,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised as well as part of a team and quickly mastering new skills while contributing to company growth.
Overview
22
22
years of professional experience
Work History
Reservations Supervisor
Pacific Hospitality Group
Napa, CA
07.2022 - Current
- Overseeing the training and continued development of the reservations and front office teams.
- Manages and facilitates daily team department meetings.
- Applies extensive knowledge of operating systems, property details, and guest experience to enhance work performance.
- Participates in weekly sales, revenue, and group meetings to align all departments for goal achievement.
- Developed and implemented new reports and procedures to meet departmental needs.
- Works in tandem with leadership of all departments, ensuring the best experience for the guest.
- Ensures timely updates reach the team on upcoming packages, rates, and promotions.
- Resolved customer complaints in a timely and professional manner.
- Advised customers on hotel services, amenities, rates, availability and packages offered.
Group Reservations Coordinator
Pacific Hospitality Group
08.2021 - 07.2022
- Effectively coordinated booking requests, modifications, and cancellations as the primary contact for reservations at a dual-property with 500 guestrooms.
- Worked within sales team, assisting as sales coordinator for group contracts. Ensuring contract information entered in our system was mirroring the contract, and updating inaccurate information accordingly when needed. Assisted with finalizing contracts and following up with the sales manager for completion or any needed modifications.
- Work in tandem with sales and event managers to ensure that group needs and requests are met prior to arrival and reflective of the contract expectations.
- Effectively communicate with all on-site departments to ensure all VIP reservations, room requests, and billing are accurately set up.
- Set up proper billing accounts as outlined in the contracts
- Created and launched a training program to bridge the gap between reservations and front office.
- This consisted of a SOP, full training guide, and a weekly meeting to review areas of opportunity.
- Continued to train front office new hires in addition to GRC responsibilities
Rooms Controller/Senior Front Desk Agent
Pacific Hospitality Group
06.2018 - 08.2021
- Managed assignment of rooms and supported the operation by acting as the liaison between Sales, Housekeeping, and Front Office.
- Handled VIP assignments, executed room moves, and balanced the house to ensure proper inventory.
- Senior front office member responsible for training all new hires, focusing on operating systems including InforHMS, Opera, Alice, and HotSos.
- Offered assistance to both the front desk and reception, as needed.
- Upheld service standards and addressed any front office issues that were mentioned in guest reviews
- Created upsell program and tracked production for the team to ensure that incentives were accurate and paid out in a timely manner.
General Associate/Store Trainer
In-N-Out Burger
Napa, CA
01.2003 - 06.2018
- 15 years of providing the highest quality customer service to every guest.
- Facilitated orientation sessions for all newly hired employees.
- Assisted in the preparation of store reports and other administrative tasks.
Education
Certified massage therapist -
california institute of massage and spa services
01.2011
Associate of arts -
Solano community college
01.2007
Skills
- Time Management
- Customer Communication
- Training and Development
- Self motivated team player
- Ability to multi task while ensuring attention to detail
- Analytical thinking and problem solving
- Ensures accurate data entry
- Team building
- Knowledge of Microsoft Suite of programs
References
References available upon request.
Timeline
Reservations Supervisor
Pacific Hospitality Group
07.2022 - Current
Group Reservations Coordinator
Pacific Hospitality Group
08.2021 - 07.2022
Rooms Controller/Senior Front Desk Agent
Pacific Hospitality Group
06.2018 - 08.2021
General Associate/Store Trainer
In-N-Out Burger
01.2003 - 06.2018
Certified massage therapist -
california institute of massage and spa services
Associate of arts -
Solano community college
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