Summary
Overview
Work History
Education
Timeline
Generic

Katrina M Henke

Las Vegas,NV

Summary

Warm and friendly individual that helps customers in any situation. Enjoys working closely with team members to deliver a positive guest experience. I have years of experience working in a busy and fast past environment. Highly skilled in managing reservations, telephone calls and customer inquiries. I am also a certified Guest Service Professional.

Overview

12
12
years of professional experience

Work History

Front Desk Trainer/ Agent

Hilton Grand Vacation
02.2017 - Current
  • Trained and mentored the new front desk agent to fulfill various roles.
  • Developed lesson plans, instructional materials and written practice tests and training courses.
  • Checked in Elite and Club owners
  • PBX operator
  • Calculated billings and posted charges to room accounts, reviewing charges.

VIP Agent Associate

Linq Hotel
06.2016 - 02.2017
  • Check in / out Seven Star and Diamond guest
  • Managed room blocks, limo request, turnovers, and upgrades
  • Work with the casino host on guest request or changes
  • Help the guest with any questions regarding the hotel or off property.

Special Ed Assistant

Brooklyn Center High School
09.2014 - 06.2016
  • Worked with students to promote learning and pro-social development.
  • Responded to emergency situations to resolve immediate safety concerns or direct appropriate personnel for resolution.
  • Observed individuals or groups of students in variety of settings to maintain safe and positive learning environment.
  • Instructed student activities to implement goals for remediation of deficiencies and drive student success.
  • Maintained classroom equipment and work area to promote safe learning environment and meet mandated requirements.

Front Desk Agent

Hotel Minneapolis
03.2013 - 06.2016
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Make walk- in reservations
  • Check-out guest and make sure their stay was satisfying

Front Desk and Night Audit

The Grand Hotel
05.2011 - 06.2013
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies
  • Kept accounts in balance and ran daily reports to verify totals.
  • Managed all of the previous day records on the computer to make sure credit cards went through correctly, and reservations were all documented
  • Assisted guest with all questions and concerns that they had
  • Checked in and out guest and ensured that they found their rooms
  • Communicated with other departments such as housekeeping, food service, valet, etc

Education

AA Associate Degree - Travel and Hospitality

Minneapolis Business College
Minneapolis, MN
10.2010

Timeline

Front Desk Trainer/ Agent

Hilton Grand Vacation
02.2017 - Current

VIP Agent Associate

Linq Hotel
06.2016 - 02.2017

Special Ed Assistant

Brooklyn Center High School
09.2014 - 06.2016

Front Desk Agent

Hotel Minneapolis
03.2013 - 06.2016

Front Desk and Night Audit

The Grand Hotel
05.2011 - 06.2013

AA Associate Degree - Travel and Hospitality

Minneapolis Business College

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Katrina M Henke