Kate Ackerman
Sheraton Raleigh Hotel
WAKE FOREST,NC
4
years of professional experience
Dedicated and cooperative individual with natural ability to connect with diverse groups of people, fostering environment of generosity and patience. Skilled in empathizing with guests, addressing their needs swiftly, and ensuring positive experience through persuasive communication and collaborative efforts. Adept at understanding and resolving guest inquiries efficiently, always prioritizing guest satisfaction and comfort. Brings wealth of interpersonal skills and genuine love for working with people, enhancing overall guest experience in any setting.
Work History
Front Desk Agent
9 Months- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, resolving guest inquiries and concerns promptly.
- Coordinated with housekeeping and engineering to ensure room readiness for arrivals.
- Utilized property management system to maintain accurate reservation records.
- Assist guests with any requests prior their arrival during their stay at the property
- Managed guest chat interactions through GXP platform to ensure timely responses.
- Facilitated telecommunication services as a PBX operator, enhancing connectivity and responsiveness.
- Implemented protocols to ensure protection of sensitive guest and hotel data.
- Developed comprehensive understanding of downtown Raleigh to enhance customer service and support.
PBX Operator
3 Years 5 Months- Answer all calls as needed with escalations to specific departments and/or personnel
- Take notes for personnel if they are not available to speak
- Coordinate issues cross-departmentally (housekeeping/maintenance/guest comments) and escalate as appropriate to ensure issues are addressed to customer satisfaction
- Keep GXP up to date and call different departments when cases get into the 'red' zone when they need escalation or response
- Ensure GXP is up to date with all confirmed closed cases
- Perform administrative work for the front desk as needed
- Send out pre-arrival emails
- Respond to any customer care cases
- Assist guests with their reservation or inquiries regarding the hotel
- Assist front desk as needed
Front Desk Agent
3 Years 5 Months- Trained in the computer system, Lightspeed Edge, in order to perform tasks such as check-ins, departures, and status reports
- Organize all dropoff and pick-ups to and from the airport and inform Bellstaff via mobile radio
- Communicate with guests procedures for arrivals and departures through email and verbal communication
- Inform guests of hotel amenities and services at check-in
- Provide attentive listening in order to delegate tasks to the correct departments within the hotel to ensure guest satisfaction
- Acknowledge Marriott Bonvoy status and provide special services to upper-level Elite members
Concierge/Breakfast Lounge Attendant
3 Years 5 Months- Setup and maintain concierge lounge as needed for guests to use
- Ensure that the hot plates are set on the needed temperature
- Plan and manage supplies based on expected member access predictions (usually 40-50 people on average)
- Sign guests into breakfast service
- Establish and maintain relationships with elite Marriott members
- Place requests into GXP or call front desk to resolve any issues
- If an issue arises, use the LEARN model to best handle anything that comes up
- Clean and reset lounge to maintain marriott standards of cleanliness and aesthetics
- Maintain coffee service and perform routine maintenance
- Participate in daily updates with the director of food and beverage, the head chef, and the purchasing director in order to understand guest expectations and ensure they are met
- Build relationships with guests who stay with our specific hotel, gaining information on their likes/dislikes so that they can be met without the guests asking
- Provide general support and recommendations for guests who may inquire about the area
Education
Associate in Arts (A.A.)
Skills
Time Management
Patience and composure
Problem-solving skills
Listening Skills
Positive working relationships
Team motivation
Strong empathy
Hospitality services
VIP guest relations
Complaint handling
Guest check-in and check-out
Guest engagement and assistance
Conflict resolution tactics
Issue resolution
Communication skills
Attention to detail
Problem solving
Team collaboration
Active listening
Outstanding customer service
Guest services
Highly adaptable
Time management
Oral and written communications
References
References available upon request
Awards
Employee of the Month
Timeline
Front Desk Agent
Sheraton Raleigh Hotel
10.2025 - CurrentRead More
PBX Operator
Sheraton Imperial Hotel at RDU
05.2022 - 10.2025Read More
Front Desk Agent
Sheraton Imperial Hotel at RDU
05.2022 - 10.2025Read More
Concierge/Breakfast Lounge Attendant
Sheraton Imperial Hotel at RDU
05.2022 - 10.2025Read More
Durham Technical Community College
Associate in Arts (A.A.)
Read More