Katie Brown
Reno,NV
Summary
Versatile, energetic, and dedicated professional with 5+ years' experience providing customer service, directing staff, planning, scheduling, phones, management, payments, collections, reservation management, room assignments and Transportation.
Overview
8
8
years of professional experience
Work History
Front Office Supervisor
Aloft Hotel
03.2024 - Current
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Hotel Front Desk Agent
Aloft Hotel
02.2020 - 05.2023
- Reserve rooms over the phone, in person, on the computer and provide confirmations
- Maintain operations by correctly assigning rooms
- Coordinating guest check in-and-out
- Responsible for the credit card authorizations for services
- Draft guest invoices and post the charges to the account
- Contact and schedule with housekeeping to maintain the guest rooms appearance
- Issue room keys, answer questions, receive incoming calls and coordinate activities with staff
- Answer phones, respond to customers and transfer calls to appropriate staff members
- Greet the guest, engage in friendly conversations while conduction the chick in process
- Educate the guest about the local activities, dinning, art, entertainment, and culture
Receptionist
RV Country
05.2023 - 03.2024
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone, or postal mail.
- Answered central telephone system and directed calls accordingly.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Hotel Front Desk Supervisor
Econo Lodge Hotel
04.2017 - 07.2019
- Managed the team of front desk agents, supervising with personnel challenges to find resolutions
- Planned, scheduled, and supervised the work of the employees
- Delegated work for staff, setting priorities and goals
- Built productive relations with employees
- Opening and closing the shift out each day following operational standards
- Performed bookkeeping, balanced accounts, conducted night audits, and accurately settle accounts
- Verified customers credit to ensure the payment for the room and accommodations
- Kept records of room availability and guest accounts manually or using the computer
- Confirmed reservations by phone or using the online booking system
- Registered the guest and assigned rooms, then issued the room keys
- Greeted customers and visitors upon arrival
- Maintained a smooth operation assigning rooms
- Recorded guest comments, complaints and referred to the appropriate person
- Sorted, date stamped and tracked the mail and all incoming messages
- Input the customers data into the reservation system and updated to reflect room changes
- Picked up and dropped off guests, loaded and unloaded luggage
- Clean and maintain lobby, restocked supplies and watered the plants
Education
Associates - Paralegal
Morrison University
High School Diploma - GED
Washoe High School
Supervisory and Management - undefined
University of NV, Reno
01.2025
Skills
- Organizing/Prioritizing
- Teaching/Training
- Balance Inventory
- Excellent customer service
- Room check-in/checkout
- Safety Training
- Night Audits
- Scheduling staff
- Room Assignments
- Collections
- Issued Room Keys
- Management/Supervisor
- Directing Department
- Process Payments
- Online Booking
- Scheduling and calendar management
- Room assignment
- Staff supervision
Timeline
Front Office Supervisor
Aloft Hotel
03.2024 - Current
Receptionist
RV Country
05.2023 - 03.2024
Hotel Front Desk Agent
Aloft Hotel
02.2020 - 05.2023
Hotel Front Desk Supervisor
Econo Lodge Hotel
04.2017 - 07.2019
High School Diploma - GED
Washoe High School
Supervisory and Management - undefined
University of NV, Reno
Associates - Paralegal
Morrison University
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