Katherine Chambers
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Property management and the hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with guests and tenants alike. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Owner / Property Management
Green Slate Corp.
09.2018 - Current
- This one is a little peculiar. This was my fathers business that was inherited to me. It is very small, It has three residential properties with in it including a duplex, That I manage day to day.
- Handle tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Ensure all tax forms and documents are filled correctly and submitted. Property taxes are payed.
- I preform all maintenance on the homes unless it is a job that I am not qualified for. I will go through a third party and ensure that issues are fixed immediately.
- Kept properties in compliance with local, state and federal regulations.
- Collected and maintained careful records of rental payments and payment dates.
- Checking in on my tenants, Making sure that them and their families are doing well. I care about my tenants, They are great people and I respect them.
Front Office Manager
Indus Management
10.2019 - 04.2023
- I was promoted and transferred to another property by the same company from Housekeeping Executive to Front office manager in July of 2021
- Making sure our guests are happy and that my team and I are doing our part! Making sure our guests and team feel safe, welcome and at home was my biggest priority!
- Doing the orders for Breakfast, office supplies, all of the snacks and drinks our Suite Shop and anything the meeting room may need through Vistar, Coke, Office Depot and Sysco.
- I maintained the banking, count the deposits each week from shift drops and take them to the bank. I do the weekly deposit reconciliation report and the weekly Advanced purchases
- Set up the meeting room for all meetings and make sure that they look nice for each group that was arriving.
- I organize all of the BEOs and group resumes into a binder and write them on a calendar to make sure everyone knows what events are coming up
- I would help our GM prepare the Front Office, Housekeeping , Breakfast departments with our yearly Quality Assurance inspection by preparing all department binders with each employee's information. Also going through any out of date trainings with the entire hotel staff. Along with making sure every employee understands all of our emergency procedures.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Assist in other departments such as Sales, housekeeping, Breakfast, and my Front Office department when they are short staffed. working first, second, and third shift and still ensuring my individual work was finished.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and Other department mangers.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback through Medallia and made appropriate adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Housekeeping Executive
Indus Management
10.2019 - 07.2021
- Maintaining a healthy and happy staff, ensuring a comforting and welcoming environment for all of our guests,
- Designed all housekeeping policies and procedures according to required standards and scheduled all rotational duties for staff.
- Supervised housekeeping and laundry facilities, overseeing the budget for ordering linens, amenities, and cleaning equipment.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Streamlined weekly cleaning schedule for 10-23 employees given the season.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards so we could exceed guest satisfaction.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- To fill in when we did not have enough staff, work overtime and work the roles of several people to ensure that all jobs were finished and no one on my team felt overworked or burnt out.
Guest Services Manager
Hampton by Hilton
05.2017 - 06.2019
- To train my co-workers and make sure they are happy to come into work everyday
- To ensure guest happiness and respond to all reviews while making a list of issues and asking what made them give us an 8 instead of a 10
- Giving my co-workers a weekly topic and goal to focus on to keep them engaged and growing with our company
- To make sure our labor hours are not going over
- To adjust all missed / incorrect punches
- Making sure that all associates are following mystery shop / call protocol at all times to ensure the best customer service
- To check people in and provide the best customer service I possibly can and make every guest feel at home
- To count the drawer at the beginning and end of my shift and to sometimes run our audit
- Handling multiple phone calls, making reservations, answering all questions and cancel prior reservations
- To take cc payments and handle third party bookings
- To always go above and beyond for each and every guest and co worker
- To Print, file, and fax paperwork, also doing weekly reports and conference calls.
Front Desk Associate
Extended Stay America Hotels
03.2016 - 04.2017
- To fill out, file, and fax paperwork for our hotel
- To run credit, cash, third party and clc payments
- Maintained cleanliness and organization of front desk area.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
High School Diploma -
The Arts And College Preparatory Academy
Columbus, OH06.2015
Skills
- Organizational Skills
- Empathetic / patient
- Positive and outgoing
- Project Management
- Employee Development
- Staff Management
- Conflict Management
- Decision Making
- Supply Management
- Customer Service
- Oral and Writing Communication
- Schedule Management
Personal Information
Work Permit: Authorized to work in the US for any employer
Hobbies
My hobbies include spending time with my fiance and my two dogs. I am an avid reader who also loves to be outdoors. I also have a passion for art, I am not very good at it but i have a ton of fun learning and creating new things!
Timeline
Front Office Manager
Indus Management
10.2019 - 04.2023
Housekeeping Executive
Indus Management
10.2019 - 07.2021
Owner / Property Management
Green Slate Corp.
09.2018 - Current
Guest Services Manager
Hampton by Hilton
05.2017 - 06.2019
Front Desk Associate
Extended Stay America Hotels
03.2016 - 04.2017
High School Diploma -
The Arts And College Preparatory Academy
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