KATRINA SKULJAN
Florence,OR
Summary
Dynamic Hotel Front Desk Agent with proven expertise at Three Rivers, enhancing guest satisfaction through exceptional customer service and effective problem-solving. Skilled in cash handling and relationship building, I consistently reduced wait times and improved operational efficiency, fostering loyalty and repeat business. Committed to delivering memorable experiences while maintaining professionalism.
Overview
10
10
years of professional experience
Work History
Hotel Front Desk Agent
Three Rivers
03.2025 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Leveraged knowledge of local attractions and amenities to provide tailored recommendations for guests, enhancing their overall stay experience.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Maintained strict confidentiality regarding sensitive guest information as per company policy guidelines.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Resolved service-related problems and documented actions in system.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Retail Store Manager
Inland
01.2015 - 01.2025
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Optimized store displays and appearance via strategic merchandising.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
- Managed store organization, maintenance, and purchasing functions.
- Submitted orders for new inventory.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Managed all aspects of budgeting for the retail location including labor costs, expenses control, revenue tracking.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Upheld brand identity standards within the store location through consistent signage presentation merchandise displays following corporate guidelines.
- Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
- Developed strong vendor relationships to ensure timely delivery of products while negotiating favorable terms for payments or discounts on bulk purchases.
- Implemented new promotional campaigns that effectively drove foot traffic into the store during seasonal events or product launches.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Supervised guests at front counter, answering questions regarding products.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Education
Minor In English As A Second Language - English Language
California State University, Northridge
Bachelor Of Arts - Liberal Arts And Sciences
California State University, Northridge
Northridge, CASkills
- Guest relations
- Microsoft office
- Property management systems
- Room availability
- Professional appearance
- Problem-solving skills
- Phone and email etiquette
- Customer service
- Detail-oriented
- Problem-solving
- Cash handling
- Guest registration
- Reservations
- Payment collection
- Relationship building
- Guest reception
- Payment processing
- POS systems
- Administrative skills
- Data confidentiality
- Dining and amenity recommendations
- Transaction processing
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Flexibility
- Active listening
- Effective communication
- Adaptability and flexibility
- Check-in and Check-out procedures
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Professionalism
- Check-in procedures
Languages
Croatian
Full Professional
Spanish
Full Professional
Timeline
Hotel Front Desk Agent
Three Rivers
03.2025 - Current
Retail Store Manager
Inland
01.2015 - 01.2025
Minor In English As A Second Language - English Language
California State University, Northridge
Bachelor Of Arts - Liberal Arts And Sciences
California State University, Northridge