Kathrine Hughes
Yukon,OK
Summary
Highly-motivated professional with desire to take on new challenges. Strong work & school ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills and high academic achievement.
Overview
10
10
years of professional experience
Work History
Guest Service Supervisor
Skirvin Hilton Oklahom City
Oklahoma City, OK
06.2014 - Current
- Resolved escalated customer service issues in a timely manner.
- Established effective communication channels between front desk personnel and other departments within the hotel.
- Provided guidance and assistance to new guest service employees during onboarding process.
- Assisted customers with inquiries about hotel services, reservations, check-in and check-out procedures.
- Maintained accurate records of daily transactions such as room bookings, payments received, refunds issued.
- Collaborated with various departments within the hotel organization such as housekeeping, maintenance, and accounting, when needed.
- Maintained up-to-date knowledge of hotel services, amenities, policies, and special offers.
- Assisted customers by providing hotel information and resolving common complaints.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Collected accommodation payments and recorded data pertaining to funds and expenditures.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to help manager determine room pricing and availability.
- Managed individual and group booking and reservation functions to gain maximum occupancy figures, improving revenue growth, and increasing market share.
- Assisted with luggage by locating luggage carts for use by arriving guests.
- Responded to and resolved guest issues or complaints.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted guests at check-in, providing information on various services within hotel.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Input and confirmed reservations for guests.
- Evaluated employee performance regularly and provided constructive feedback for improvement.
- Conducted regular meetings with staff to discuss performance objectives and standards.
- Prepared detailed reports on monthly guest service activities including data analysis and recommendations for further improvements.
- Inspected and documented repairs and improvements to hotel, verifying cleanliness and overall appeal of property.
- Posted appropriate room charges to collect balances due from customers.
- Negotiated rates with corporate entities related to extended stay contracts.
- Worked directly with regional sales office to coordinate sales and marketing and meet occupancy objectives.
- Planned and coordinated weekly staff schedule to accommodate ongoing and seasonal needs of property.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, departures, and special requests from guests.
- Scheduled space or equipment for special programs, meetings and conferences.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Investigated discrepancies in billing accounts and resolved them quickly.
- Reviewed sales reports from previous days, weeks, months to identify any potential opportunities or areas of concern.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Oversaw recruiting, interviews and new employee hiring.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
Education
Associate of Science - Diversified Studies
Oklahoma City Community College
Oklahoma City, OK12-2020
Hospitality Management Certificate
Penn Foster College
Scottsdale, AZ09-2008
Bachelor of Arts - Liberal Arts Adult Completion Program
Oklahoma City University
Oklahoma City Skills
- Guest Engagement Strategies
- Strong Leadership
- Analytical Thinking
- Problem-Solving Abilities
- Professionalism
- Goal Setting
- Team Collaboration
- Interpersonal Communication
Accomplishments
- Phi Theta Kappa Scholarship recipient 2021-2024
- Jack Kent Cooper Scholarship Finalist 2021
- Oklahoma City Communities Foundation Scholarship recipient 2020 - 2023
- Hilton Employee of the Month "People Pleaser" September 2021
References
References available upon request.
Timeline
Guest Service Supervisor
Skirvin Hilton Oklahom City
06.2014 - Current
Associate of Science - Diversified Studies
Oklahoma City Community College
Hospitality Management Certificate
Penn Foster College
Bachelor of Arts - Liberal Arts Adult Completion Program
Oklahoma City University
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