Summary
Overview
Work History
Education
Skills
Timeline
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Karen Taylor

293 Mount Drive. Sevierville,TN

Summary

Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with over 3 years in hospitality industry. Experience managing front desk team of guest service specialists.

Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration.

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.

Overview

4
4
years of professional experience

Work History

Front Desk Supervisor

Compass Hotel
11.2024 - Current
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Collected room deposits, fees, and payments.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Scheduled and assigned daily work and activities for team members.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Managed front desk maintenance of client records and lab data.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.

Front Desk Supervisor

Margaritaville Resort
07.2022 - 11.2024
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Interceded between employees during arguments and diffused tense situations.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Attended staff meetings and brought issues to attention of upper management.

Front Desk Supervisor

Howard Johnson by Wyndham Gatlinburg
04.2021 - 06.2022
  • Collected room deposits, fees, and payments.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Education

Bachelors of Arts in Business Administration -

Portmore Community College
Jamaica

Skills

  • Rate changes
  • Cash control
  • System updates
  • Hospitality services
  • Team building and supervision
  • VIP guest relations
  • Guest check-in and check-out
  • VIP priority options

Timeline

Front Desk Supervisor

Compass Hotel
11.2024 - Current

Front Desk Supervisor

Margaritaville Resort
07.2022 - 11.2024

Front Desk Supervisor

Howard Johnson by Wyndham Gatlinburg
04.2021 - 06.2022

Bachelors of Arts in Business Administration -

Portmore Community College

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Karen Taylor