Karen Drolet-Fierro
East Hampton
Summary
Dynamic Guest Service Manager with a proven track record at Baker House 1650, excelling in guest relations and problem-solving. Expert in staff training and property management systems, I enhanced service quality through actionable feedback analysis and innovative service improvements, ensuring memorable experiences and fostering repeat business.
Overview
19
19
years of professional experience
Work History
Guest Service Manager
Baker House 1650
01.2005 - 02.2024
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Oversaw lobby operations and concierge services.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
Head Concierge
Barons Cove
06.2015 - 05.2018
- Created customized itineraries for guests based on individual preferences and needs, enhancing their stay experience.
- Organized special events for guests, creating memorable experiences and garnering repeat business.
- Contributed ideas for innovative amenities or improvements during team meetings which led to implementation of new services.
- Promoted hotel amenities through active engagement with guests during check-in/check-out process.
- Scheduled and confirmed restaurant reservations for guests.
- Developed strong relationships with local businesses to secure exclusive discounts and benefits for guests.
- Assisted guests with travel arrangements, ensuring seamless transportation experiences.
- Maintained up-to-date knowledge of local attractions, events, and services to provide accurate information to guests.
Education
Clinical Child Psychology
Virginia Intermont College
Bristol, VAHigh School Diploma -
East Hampton High School
East Hampton, NY06-1983
Skills
- Staff training and development
- Property management systems
- Guest accommodations
- Staff training
- Guest relations
- Problem-solving
- Teamwork
Timeline
Head Concierge
Barons Cove
06.2015 - 05.2018
Guest Service Manager
Baker House 1650
01.2005 - 02.2024
Clinical Child Psychology
Virginia Intermont College
High School Diploma -
East Hampton High School
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