Kellie Scribner
Florissant,MO
Summary
Knowledgeable Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.
Overview
21
21
years of professional experience
Work History
Front Desk Shift Manager
River City Casino
10.2021 - Current
- Oversaw day-to-day operations of a 200-room hotel with staff of 13 employees.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest concerns promptly.
- Collaborated with housekeeping and maintenance staff to address room issues quickly, maintaining a high level of guest satisfaction.
- Participated in regular team meetings to share ideas, discuss challenges, and collaborate on new initiatives to enhance guest satisfaction and overall hotel performance.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality.
- Reviewed daily arrivals report, anticipating any special requests or needs from incoming guests before their arrival at the hotel.
- Monitored front desk inventory levels, ordering supplies as needed to maintain optimal stock levels.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Shift Manager
Hollywood Casino St. Louis
03.2019 - 10.2021
- Oversaw day-to-day operations of a 500-room hotel with staff of 8 employees.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest concerns promptly.
- Collaborated with housekeeping and maintenance staff to address room issues quickly, maintaining a high level of guest satisfaction.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality.
- Reviewed daily arrivals report, anticipating any special requests or needs from incoming guests before their arrival at the hotel.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Checked guests in out of hotel, made reservations, and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Rooms Controller
Hollywood Casino St. Louis
08.2018 - 03.2019
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
- Collaborated with the front desk team to resolve any guest issues or special requests promptly.
- Managed room inventory effectively to minimize overbooking situations.
- Ensured accurate billing for guests by verifying charges and applying appropriate discounts or packages as needed.
- Processed all guest check-ins, activated room keys and secured valid payments.
Front Desk Agent
Hollywood Casino St. Louis
12.2016 - 08.2018
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
General Manager
Best Western Hotel
05.2010 - 05.2016
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Oversaw day-to-day operations of a 50-room hotel with staff of 13 employees.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest concerns promptly.
- Collaborated with housekeeping and maintenance staff to address room issues quickly, maintaining a high level of guest satisfaction.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality.
- Reviewed daily arrivals report, anticipating any special requests or needs from incoming guests before their arrival at the hotel.
- Monitored front desk inventory levels, ordering supplies as needed to maintain optimal stock levels.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Checked guests in out of hotel, made reservations, and processed payments.
Cook
Halifax Health Medical
03.2008 - 09.2009
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
Deli Associate
Walmart
04.2005 - 03.2008
- Carefully prepared orders by slicing, weighing, and packaging cheeses and meats and accurately calculated prices.
- Effectively managed time-sensitive tasks such as food preparation for large catering orders while balancing day-to-day responsibilities of serving customers.
- Collaborated with team members to efficiently complete daily tasks and consistently meet customer needs.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
Prep Cook
Cracker Barrell Old Country Store
05.2003 - 09.2006
- Demonstrated strong multitasking abilities, managing multiple food stations simultaneously without compromising quality or speed.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Reduced food waste by properly storing ingredients and monitoring expiration dates.
Education
Certificate of Technical Studies - Phlebotomy
Flagler Technical Institute
Palm Coast, FLAssociate of Arts - General Studies
Daytona State College
Daytona Beach, FL05.2014
Skills
- Scheduling flexibility
- Quickbooks
- Multitasking
- Problem-solving abilities
- Upselling abilities
- Guest Relations
- Property Management Systems
- Problem-solving skills
- Listening Skills
- Check-in and Check-out Procedures
- Hospitality services
- Credit and cash payments
Accomplishments
- Star of the Quarter nomination 2019- Hollywood Casino
Timeline
Front Desk Shift Manager
River City Casino
10.2021 - Current
Front Desk Shift Manager
Hollywood Casino St. Louis
03.2019 - 10.2021
Rooms Controller
Hollywood Casino St. Louis
08.2018 - 03.2019
Front Desk Agent
Hollywood Casino St. Louis
12.2016 - 08.2018
General Manager
Best Western Hotel
05.2010 - 05.2016
Cook
Halifax Health Medical
03.2008 - 09.2009
Deli Associate
Walmart
04.2005 - 03.2008
Prep Cook
Cracker Barrell Old Country Store
05.2003 - 09.2006
Certificate of Technical Studies - Phlebotomy
Flagler Technical Institute
Associate of Arts - General Studies
Daytona State College
Similar Profiles
David HakeDavid Hake
EMT/Security at River City CasinoEMT/Security at River City Casino
Nicholas PrzybyszNicholas Przybysz
Security Shift Manager at River City CasinoSecurity Shift Manager at River City Casino
Ashley VaughnAshley Vaughn
Casino Slot Attendant at River City CasinoCasino Slot Attendant at River City Casino