Kelly Elsasser
Spring Hill,TN
Summary
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
21
21
years of professional experience
Work History
Front Desk Agent
Hampton Inn & Suites By Hilton
12.2023 - Current
- Greeted and checked in guests, ensuring efficient arrival and departure processes.
- Managed reservations, utilizing property management systems for accuracy and efficiency.
- Responded to guest inquiries, providing information on hotel services and local attractions.
- Assisted in resolving guest complaints, demonstrating strong problem-solving skills and customer service focus.
- Maintained front desk area cleanliness and organization to enhance guest experience.
- Collaborated with housekeeping and maintenance departments to ensure room readiness and guest satisfaction.
- Processed payments accurately, handling cash and credit transactions with attention to detail.
- Supported team members during peak hours, adapting quickly to changing demands of the front desk operations.
- 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.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
Store Manager
Tuesday Morning
08.2022 - 04.2023
- Oversaw daily operations to ensure efficient store management and customer satisfaction.
- Trained and mentored new staff members on company policies and customer service standards.
- Managed inventory levels, including ordering, stocking, and conducting regular audits.
- Developed promotional displays to enhance product visibility and drive sales growth.
- Implemented loss prevention strategies to minimize shrinkage and maintain profitability.
- Analyzed sales reports to identify trends and adjust merchandising strategies accordingly.
- Fostered a positive team environment through effective communication and conflict resolution.
- Coordinated scheduling of staff to optimize coverage during peak shopping hours.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Developed rewards program that significantly increased repeat business by rewarding loyal customers.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Reported issues to higher management with great detail.
American Express Brand Ambassador
Sales Partnerships Inc
04.2021 - 12.2021
- Engaged customers to promote brand awareness and drive product sales.
- Developed strong relationships with clients to enhance brand loyalty and retention.
- Collaborated with team members to execute promotional events and campaigns effectively.
- Assisted in training new ambassadors on brand messaging and customer interaction techniques.
- Monitored competitor activity to provide insights for strategic positioning of products.
- Maintained accurate records of customer interactions and promotional outcomes for reporting purposes.
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
- Maintained detailed records of promotional activities, results achieved, and areas for improvement to inform future campaigns.
- Strengthened relationships with retail partners by providing exceptional support, education, and communication on products and promotions.
- Trained new brand ambassadors, ensuring consistency and quality in brand representation.
- Communicated product value, quality, and style to educate and entice potential customers.
Floor Supervisor
Bed Bath & Beyond
06.2018 - 04.2021
- Supervised daily store operations, ensuring adherence to company policies and procedures.
- Trained and mentored new team members on customer service best practices and product knowledge.
- Managed inventory replenishment processes to maintain optimal stock levels on the sales floor.
- Coordinated team schedules to ensure adequate coverage during peak shopping hours.
- Implemented visual merchandising strategies to enhance product displays and improve customer engagement.
- Resolved customer inquiries and complaints efficiently, fostering a positive shopping experience.
- Conducted regular performance evaluations, providing constructive feedback to team members for improvement.
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Boosted sales through effective merchandising strategies and attention to product placement on the floor.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
- Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
- Monitored employee adherence to company guidelines regarding dress code, punctuality, and workplace conduct for consistency across the team.
- Increased repeat business through exceptional customer service skills that cultivated long-term buyer relationships.
- Reduced staff turnover rates by fostering a positive work environment and promoting open communication.
- Delegated tasks to employees to enhance productivity and workflow.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Upheld proper visual merchandising standards on retail floor and windows.
- Managed store inventories with periodic audits to verify correct counts and adherence to stock management protocols.
- Assigned tasks to team members to complete within designated time frames.
- Monitored progress of tasks to provide feedback for improvement.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
- Resolved conflicts between team members and addressed complaints or grievances.
Store Manager
O bag Nashville
01.2016 - 01.2018
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
- Conducted market research to better understand local consumer base, tailoring store offerings to meet their needs.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented loss prevention strategies to minimize shrinkage and maintain profitability.
Co-Manager
Forever 21
01.2005 - 01.2013
- Assisted in daily store operations, ensuring compliance with company policies and procedures.
- Managed inventory control processes, optimizing stock levels and reducing discrepancies.
- Trained new team members on customer service standards and operational protocols.
- Collaborated with management to implement visual merchandising strategies that enhanced product presentation.
- Led team meetings to communicate objectives, address challenges, and foster a positive work environment.
- Analyzed sales data to identify trends, informing strategic decisions for product placement and inventory management.
- Developed employee schedules to ensure adequate staffing during peak hours while maintaining labor cost efficiency.
- Managed inventory control, ensuring optimal stock levels while minimizing shrinkage and wastage.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
- Ensured compliance with company policies, procedures, and safety regulations by monitoring operations on a daily basis.
- Partnered with other Co-Managers to share best practices, learn from collective experiences, and improve overall store performance.
- Collaborated with Store Manager to develop promotional strategies that effectively attracted new customers and increased foot traffic.
- Increased sales revenue by training and mentoring staff in effective selling techniques and product knowledge.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Assisted in the recruitment process by conducting interviews and selecting top-performing candidates who aligned with the company''s values.
- Oversaw financial management tasks such as budget planning, expense tracking, and payroll administration, contributing to the overall profitability of the store.
- Implemented loss prevention measures, reducing instances of theft and improving store security.
- Cross-trained existing employees to maximize team agility and performance.
Education
High School Diploma -
Eldorado High School
Las Vegas06-1995
Skills
- Guest services
- Problem-solving skills
- Cash handling
- Time management
- Credit and cash payments
- Guest relations
- Hospitality service expertise
- Listening skills
- Guest accommodations
- Front desk management
- Room assignments
- Conflict and issue documentation
- Tourism knowledge
- Phone and email etiquette
- Teamwork and collaboration
- Detail-oriented
- Data entry
- Customer service management
- Strategic planning
- Event coordination
Timeline
Front Desk Agent
Hampton Inn & Suites By Hilton
12.2023 - Current
Store Manager
Tuesday Morning
08.2022 - 04.2023
American Express Brand Ambassador
Sales Partnerships Inc
04.2021 - 12.2021
Floor Supervisor
Bed Bath & Beyond
06.2018 - 04.2021
Store Manager
O bag Nashville
01.2016 - 01.2018
Co-Manager
Forever 21
01.2005 - 01.2013
High School Diploma -
Eldorado High School
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