Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Wilson

Dallas

Summary

Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory and presenting polished, friendly public atmosphere.

Overview

7
7
years of professional experience

Work History

Assistant Front Office Manager

Omni Hotels & Resorts
04.2023 - Current
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Streamlined check-in and check-out processes for a smoother guest experience.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.

Overnight Front Desk Supervisor

Omni Hotels & Resorts
03.2022 - 04.2023
  • Trained new staff on correct procedures, compliance requirements and performance strategies.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Scheduled and assigned daily work and activities for [Job title]s.

Overnight Front Desk Agent

Omni Hotels & Resorts
08.2019 - 03.2020
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.

Front Desk Agent

Homewood Suites by Hilton
03.2017 - 03.2019
  • Posted room charges
  • Maintained smooth operations correctly assigning rooms and coordinating efficient guest check ins and check outs
  • Balanced accounts and conducted nightly audits to keep bookkeeping current
  • Stayed current on local attractions and special events to help guest with entertainment
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
  • Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons

Education

HIGH SCHOOL DIPLOMA -

SOUTH OAK CLIFF HIGH SCHOOL
Dallas, TX

Skills

  • Staff Supervision
  • Communication Management
  • Staff Training and Development
  • Employee Supervision
  • Property Management Systems
  • Front Desk Operations
  • Guest check-in and out procedures
  • Room assignment coordination
  • Documentation and control
  • Schedule Coordination

Timeline

Assistant Front Office Manager

Omni Hotels & Resorts
04.2023 - Current

Overnight Front Desk Supervisor

Omni Hotels & Resorts
03.2022 - 04.2023

Overnight Front Desk Agent

Omni Hotels & Resorts
08.2019 - 03.2020

Front Desk Agent

Homewood Suites by Hilton
03.2017 - 03.2019

HIGH SCHOOL DIPLOMA -

SOUTH OAK CLIFF HIGH SCHOOL

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Kayla Wilson