KATHRYN BLANKENSHIP
Clear,CA
Summary
I am a highly motivated individual with the complicity to grow with a company. I pride myself on being dedicated, reliable and hard working.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Crowne Plaza Concord
Concord , CA
05.2014 - 12.2021
- Ensured the front desk area was clean and presentable at all times.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Assigned work and monitored performance of project personnel.
- Balanced hotel accounts at end of each shift.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored reservations to track incoming parties and special events.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Assisted with training new staff members on front desk procedures and policies.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Oversaw cash and credit card payment transactions at the front desk.
- Provided concierge services for guests.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Managed guest check-in and check-out procedures, reservations and payments.
- Promoted loyalty programs to encourage repeat business from customers.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Delegated work to staff, setting priorities and goals.
- Welcomed large volume of guests and improved overall customer service.
- Facilitated successful front desk operations for high-volume hotel.
Night Auditor
Crowne Plaza Resorts Concord
Concord , CA
12.2015 - 06.2017
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Issued room keys and escort instructions to bellhops.
- Reported any discrepancies immediately upon discovering them.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Documented wake-up requests and set up automatic calls in system.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Transmitted and received messages using telephones or telephone switchboards.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Provided support to housekeeping staff by preparing keys for departing guests when requested.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
- Received payments from customers via cash or credit cards.
- Prepared detailed audit reports at the end of each shift.
- Tracked income and expenses for business using accounting software.
- Coordinated with guest services and concierge team to meet guest needs.
Dispatcher Manager
JJX Transportation Services
Pinole, CA
02.2013 - 02.2015
- Utilized GPS systems to track vehicle locations in real time.
- Arranged for repairs to restore service and schedules.
- Advised personnel about accidents, weather conditions or other hazards.
- Tracked and scheduled preventive maintenance services for trucks and heavy equipment statewide through inside company mechanics and outside vendors.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Ensured that all vehicles met DOT standards for safety inspections.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
Education
Bachelor of Science - Sociology And Anthropology
Diablo Valley College
Pleasant Hill, CA06-2015
Skills
- Reservations Management
- Daily Reporting
- Hospitality Services
- Operations Oversight
- Documentation and Reporting
- Safety and Security Procedures
- Room Assignments
- Conflict and Issue Documentation
- Cash Control
- Transportation Information
- Team Building and Supervision
- Process Improvement
- Quality Assurance
- Guest Check-In and Check-Out
- Inventory Oversight
- System Updates
- Guest Amenities
- Property Security
- Bookkeeping
Certification
- Notary Public 2024
Timeline
Night Auditor
Crowne Plaza Resorts Concord
12.2015 - 06.2017
Front Desk Manager
Crowne Plaza Concord
05.2014 - 12.2021
Dispatcher Manager
JJX Transportation Services
02.2013 - 02.2015
Bachelor of Science - Sociology And Anthropology
Diablo Valley College