Kathleen Rivers
Ellsworth,USA
Summary
Upbeat, positive individual with strong people and problem solving skills who pays close attention to detail. Extensive 25+ year background in sales and customer service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Night Auditor
Terramor Outdoor Resort
Bar Harbor, US
05.2021 - Current
- Acting Manager on Duty for overnights. This included running reports for next day, handling check ins, noise complaints and any requests.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Responded to customer inquiries regarding resort services, reservations, directions.
- Conducted security checks throughout the night to ensure safety of resort premises.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Reported any discrepancies immediately upon discovering them.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Monitored resort occupancy, rate availability, and special requests or needs of guests.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Answered guest inquiries, recommending shopping, dining or entertainment.
Night Auditor/Front Desk Manager on Duty/Reservations
Harborside Hotel & West Street Hotel, Ocean Properties LTD
Bar Harbor, US
09.2019 - 03.2020
- Scheduling and updating reservations for 11 properties.
- Prepared detailed audit reports at the end of each shift.
- Reported any discrepancies immediately upon discovering them.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Processed guest check-outs, including payment processing and providing receipts.
- Received payments from customers via cash or credit cards.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Greeted arriving guests and checked them in to their rooms.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Documented wake-up requests and set up automatic calls in system.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Completed nightly updates to hotel rates and individual room charges.
- Verified customer credit to establish payment method for accommodations.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Sales Supervisor
Lucky Brand Jeans
Escondido, US
09.2017 - 05.2019
- Supervising associates, styling customers to increase sales, tracking reports, setting up floor sets.
- Implemented procedures that improved accuracy of customer orders.
- Established clear expectations for quality control processes among staff members.
- Provided guidance and support to all members of the sales team to ensure successful completion of tasks.
- Intervened in difficult customer situations to resolve issues quickly and efficiently.
- Ensured compliance with company policies and procedures related to sales operations.
- Demonstrated high level of customer service by engaging clients and offering sales floor assistance.
- Planned and directed floor merchandising and display building to keep stock presentable and engaging to customers.
- Processed cash, credit and check transactions with POS system and cash register.
- Recognized employee skill lags and closed gaps with enhanced training and personal mentoring.
- Promoted key products and features to customers to generate interest and drive revenue growth.
- Delegated work to staff, setting priorities and goals.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
Education
Diploma - College Courses
Sumner Memorial High School
Sullivan, ME06.1992
Skills
- Customer service
- Research
- Microsoft Outlook
- Interviewing
- Cash Handling
- Business development
- Phone etiquette
- Management
- POS
- Microsoft Office
- Computer skills
- Quality Assurance
- Office Management
- Time management
- CAD
- Sales
- Payroll
- Negotiation
- Construction
- Guest Services
- Analysis skills
- Organizational skills
- Merchandising
- Data collection
- Communication skills
Certification
- 20/20 CAD, 06/01/03, Present
- Driver's License
Personal Information
Authorized To Work: US
Timeline
Night Auditor
Terramor Outdoor Resort
05.2021 - Current
Night Auditor/Front Desk Manager on Duty/Reservations
Harborside Hotel & West Street Hotel, Ocean Properties LTD
09.2019 - 03.2020
Sales Supervisor
Lucky Brand Jeans
09.2017 - 05.2019
Diploma - College Courses
Sumner Memorial High School
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