Karol Tupper
Ocala,FL
Summary
Professional with strong experience and readiness for hospitality role. Skilled in providing exceptional guest services, problem-solving, and managing requests to enhance guest satisfaction. Known for effective collaboration with team members to achieve outstanding results and adapt to changing needs. Expertise in communication, organization, and personalized service, ensuring seamless and positive experience for all guests.
Overview
26
26
years of professional experience
Work History
Guest Services Agent
Columbus Hospitality Management
02.2024 - Current
- Greeted visitors and guests warmly upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Enhanced customer satisfaction by providing timely and accurate information about property facilities, services and events.
- Remedied guest concerns quickly and effectively through attentive listening, active resolution, and dynamic communication skills.
- Managed high-pressure situations with discretion, tact, and professionalism to maintain client satisfaction.
- Upheld hotel policies and procedures by providing high level of customer service,
- Conducted regular inventory checks of front desk and marketplace supplies to prevent shortages.
- Processed and distributed End-of-Day reports
Night Auditor
Country Inn and Suites
11.2011 - 06.2014
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Upheld hotel security by monitoring CCTV cameras, and doors, as well as conducting periodic property walkthroughs.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- 90 room transient interstate hotel, consistently 65% or higher occupancy, maintained no lower than 4.8 overall Google rating during my tenure.
General Manager
Admiral Lehigh Golf Resort
10.1998 - 05.2008
- Assisted in recruiting, hiring and training of team members. (Housekeeping Manager 2002)
- Trained and guided team members to maintain high productivity and performance metrics. (Front Desk Clerk / Night Auditor 2003-2005)
- Managed group and banquet sales, coordinated group and individual golf packages. 133 room Golf Resort Hotel, with 2 golf courses, 2 banquet spaces and 3 restaurants. Negotiated reciprocity agreements with three additional golf courses thereby building value for th guests. (Sales manager 2005-2006)
- Drove year-over-year business growth while leading sales, 65% increase in sales revenue 2006, and another 35% in 2007 (Sales and General Manager 2005-2008)
- Managed a diverse team of professionals (General Manager 2007-2008) fostering a positive work environment and high employee satisfaction (Always)
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures. (General Manager 2007-2008)
- Served as the primary point of contact for large accounts and group leaders, resolving issues quickly and maintaining high levels of customer satisfaction. (Sales and General Manager 2005-2008)
- Prepared and served food and beverages at Mirror Lakes Golf Course Bar and Grill (Short Order Cook 1998-2001)
Education
Medical Assistant And Medical Biller / Coder - Medical Assistant And Medical Billing / Coding
Marion Technical College
Ocala, FL06-2017
Skills
- Customer service
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Exceptional communication
- Training and mentoring
- Effective decision making
- Reservations management
- Team player attitude
- Trilingual-English, French, and German
Lee County Florida, Rising Star Award for Hospitality 2004
Awarded by the Lee County Florida Chamber of Commerce for Excellence in the Hospitality Industry, for my work following Hurricane Charlie, 2004.
Timeline
Guest Services Agent
Columbus Hospitality Management
02.2024 - Current
Night Auditor
Country Inn and Suites
11.2011 - 06.2014
General Manager
Admiral Lehigh Golf Resort
10.1998 - 05.2008
Medical Assistant And Medical Biller / Coder - Medical Assistant And Medical Billing / Coding
Marion Technical College
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