Karen Marino

The day after we closed for the winter season, I had a devastating ski injury resulting in multiple surgeries. During this time I was alone and needed to return home to my family for help and support while I rehabilitated from my accident. I decided I would go ahead and retire from working. As soon as I was completely healed and healthy, I wanted to return to the workforce and to return to California.

• Collaborated closely with other departments to meet guest needs and provide best possible experience.
• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Supported team members by offering constructive feedback and coaching as needed.
• Reviewed upcoming events and planned for expected challenges.
• Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
• Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
• Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
• Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
• Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
• Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
• Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
• Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
• Processed guest payments and provided accurate change.
• Monitored team performance to confirm customer service standards were consistently met.
• Streamlined operational processes to maximize efficiency and customer satisfaction.
• Trained junior team members in customer service strategies and property policies.
• Maintained up-to-date knowledge of products and services offered.
• Fostered a positive work environment by recognizing employee achievements through incentive programs or employee-of-the-month awards.
• Created and delivered effective training materials and courses.
• Set and managed policies for concierge services and guest relations.
• Enhanced team morale and performance with regular recognition programs.
• Facilitated communication between different departments, ensuring guest needs were met promptly.
• Developed emergency response plans, ensuring guest and staff safety in critical situations.
• Monitored and adjusted staffing levels according to guest flow, optimizing service delivery.
• Enhanced guest satisfaction by implementing personalized greeting protocols upon check-in.
• Oversaw inventory management for front desk supplies, preventing shortages.
• Trained new staff in customer service excellence, ensuring consistent guest experiences.
• Resolved complex customer complaints, leading to significant reduction in negative feedback.
• Developed feedback system for guests to voice concerns, leading to immediate improvements in service quality.
• Fostered culture of continuous improvement, encouraging staff to contribute ideas for enhancing guest satisfaction.
• Upgraded guest service software, streamlining reservation and check-in processes.
• Implemented guest satisfaction survey, utilizing results to identify areas for improvement.
• Solicited and reviewed guest feedback and promptly resolved complaints.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Established and upheld high standards, promoting great customer service and assistance to guests.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Assisted with development and distribution of marketing materials for facility.
• Implemented successful strategies to increase customer satisfaction.
• Created and managed accurate occupancy forecasts and budgets.
• Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
• Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.

• Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
• Trained and mentored new PBX operations employees.
• Enhanced communication between departments by promptly transferring calls and providing accurate information.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
• Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
• Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
• Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
• Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
• Supported company operations by managing multiple phone lines simultaneously, prioritizing urgent matters as needed.
• Assisted colleagues in troubleshooting technical issues related to the telephone system, contributing to seamless workflow.
• Provided exceptional customer service through polite and professional interactions with all callers.
• Trained new employees on PBX operating procedures and best practices, fostering consistency across the team''s performance levels.
• Contributed to cost savings by monitoring long-distance calls and enforcing company telecommunication policies.
• Organized voicemail systems and message retrieval processes, enabling team members to access important information quickly.
• Facilitated after-hours support by forwarding essential calls to designated on-call staff members promptly and accurately.
• Created and maintained company phone directory with current extensions and staff information.
• Answered calls on 3 ring and engaged customers with friendly, professional demeanor.
• Assisted management in identifying areas for improvement within telecommunications infrastructure based on daily observations.
• Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Collected and verified telephone numbers, addresses, and proper spelling of names.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Maintained accurate records of calls placed and received.
• Assisted colleagues with achieving task requirements, aiding team productivity and performance.
• Connected callers with appropriate professional, department, or business.
• Operated switchboard and routed incoming calls to appropriate departments.
• Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
• Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
• Monitored call volume, call length and other related metrics and consistently met objectives.
• Received incoming calls and paged individuals and departments over PA system.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Optimized scheduling to ensure full coverage during peak hours without overstuffing, balancing customer service with cost efficiency.
• Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
• Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
• Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
• Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
• Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
• Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
• Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
• Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Collected, arranged, and input information into database system.
• Educated staff on organizational mission and goals to help employees achieve success.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Frequently inspected production area to verify proper equipment operation.
• Maintained database systems to track and analyze operational data.
• Devised and implemented processes and procedures to streamline operations.
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Supported HR initiatives by coordinating events, such as team-building activities and staff meetings, fostering a positive work environment.
• Assisted with on-boarding process of 2800 new hires & returning employees, by December 22 each season,
• Answered and redirected incoming phone calls for office.
• Delivered friendly assistance with new hires throughout interviewing and hiring process.
• Prepared monthly, weekly, and daily logs using Microsoft Office Suite.
• Recruited and screened qualified potential employees.
• Maintained accurate employee records, ensuring compliance with legal regulations and company policies.
• Provided guidance on HR policies and procedures to employees and managers, resolving issues efficiently.
• Enhanced employee satisfaction by streamlining personnel procedures and addressing concerns promptly.
• Ensured legal compliance by staying up-to-date on employment law changes affecting human resources practices.
• Collaborated with department managers to identify staffing needs and recruit top talent, resulting in a more efficient workforce.
• Assisted in payroll processing to ensure timely and accurate compensation for all employees.
• Participated in the development of HR strategies, supporting company growth while maintaining a positive employee experience.
• Screened applicant resumes and coordinated both phone and in-person interviews.
• Created and completed personnel action forms for hires, terminations, title changes and terminations.
• Processed employee termination paperwork at direction of supervisory staff.
• Compiled employee records from individual departments to maintain central files.
• Responded to employee inquiries regarding benefits and other HR topics.
• Scheduled and coordinated interviews between hiring managers and potential candidates.
• Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
• Developed and maintained HR policies and procedures.
• Aided staff with employee performance review paperwork and documentation.
• Assisted with creating employee handbooks and manuals.
• Converted employee status from temporary to permanent.
• Coordinated employee relocation processes.

• Answered incoming calls and all general administrative duties
• Assisted in completing applications and enclosing required documentation for medical doctors to obtain accreditation with insurance companies to enable them to receive payment from these entities
• All while maintaining confidentiality
• Creating and maintaining all client documentation and files by generating reports of expiring and/or missing necessary documents
• Maintaining professional relationships with insurance company contacts as well as with our clients
• Responsible for corresponding both written and verbally with contacts and clients.