KERENA SINGLETON
Hilton Head Island,SC
Summary
Experienced with managing executive schedules and coordinating high-level administrative tasks. Utilizes advanced organizational skills and keen attention to detail to ensure smooth operations. Knowledge of effective communication strategies and project management techniques.
Overview
10
10
years of professional experience
Work History
Member & Guest Services Supervisor
HAIG POINT
Hilton Head Island, SC
08.2024 - Current
- Respond to all emails quickly and copied department staff to provide further assistance if needed
- Organize all files, including data forms, contracts, booking summaries, rental data, rental agreements, and company policies in an accessible filing system
- Schedule, host and manage Zoom, Microsoft Teams, and in-person meetings, including conducting one-on-one interviews, staff meetings for two departments, preparing/distributing meeting agendas, notetaking during meetings, and following up on deliverables
- Utilize Outlook Calendar to schedule staff meetings, send meeting invite links to all attendees and manage conference room reservations for department managers and members of the Club
- Project management, project planning, and schedule management for two departments
- Maintain concise, proactive and clear communication with manager, demonstrating reliability, adaptability, and clarity to accomplish goals and complete tasks
- Order front desk supplies via SYSCO, Amazon, Breakthru Beverage and Royal Cup Coffee to maintain inventory of office supplies and store all receipts in a secure, filing cabinet
- Complete bi-weekly payroll for 8+ employees
- Manage team of Reservationists, and delegate tasks to increase bookings for Member for a Day experiences, Discovery Visits, and Real Estate guests to exceed the Haig Point's revenue expectations by 75%
- Conduct monthly audits of reservation records, including maintaining accuracy of lodging revenue in ClubEssentials POS System to reduce discrepancies
- Answer high volume phone calls
- Hire, manage, develop and train Front Desk staff, establishing and monitoring goals and conducting performance reviews
Reservationist
HAIG POINT
Hilton Head Island, SC
09.2023 - 08.2024
- Provided guests with information on accommodations, accommodation packages, dining options, golf and other recreational activities
- Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling
- Assisted front desk operations as needed by checking in guests or providing support during busy times or staff shortages
- Worked closely with Property Service Management Team to communicate any special requests or accommodations required for incoming guests
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Managed high call volumes efficiently, maintaining professionalism and exceptional service standards
- Utilized multiple reservation systems proficiently, streamlining processes and improving efficiency
Front Desk Associate
MARRIOTT'S GRANDE OCEAN
Hilton Head Island, SC
03.2021 - 03.2022
- Managed guest check-in and check-out processes efficiently, ensuring smooth arrivals and departures
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly
- Trained new front desk staff on operational procedures and customer service standards
- Collected payment for guest’s stay and followed all financial guidelines
- Answered telephone calls and emails efficiently using appropriate etiquette
- Listened and responded appropriately to the concerns of guests
- Took reservations over phone, in person, and via computer for guests and provided confirmation information
Team Lead & Key Holder
CROCS
Atlanta, GA
08.2016 - 08.2017
- Greeted and welcomed all customers; awarded for highest converting employee of the month
- Managed and led a team of 10 employees to ensure service excellence and met daily sales goals
- Performed assistant management duties including: independently opening and closing store, making daily deposits to bank, inputting store’s sales data and performance metrics in tracking system
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Education
Bachelor of Arts - Mass Media Arts; Concentration: Journalism
CLARK ATLANTA UNIVERSITY
Atlanta, GA05-2019
Skills
- Microsoft Office Suite
- PDF Editor
- File Organization and Management
- Office Management
- Administrative Support
- Zoom & Microsoft Teams Meeting
- Project Planning and Execution
- High Volume Phone Experience
- Email Management
- Conflict Resolution
- Team Leadership
- Guest Relations
- Multitasking
- Senior Leadership Support
- Meeting Tight Deadlines
- Adaptability
- Reliability
- Data Entry
- Team Scheduling
- Project Planning and Management
- Critical Thinking
- Inventory Management
- Payroll Processing
Timeline
Member & Guest Services Supervisor
HAIG POINT
08.2024 - Current
Reservationist
HAIG POINT
09.2023 - 08.2024
Front Desk Associate
MARRIOTT'S GRANDE OCEAN
03.2021 - 03.2022
Team Lead & Key Holder
CROCS
08.2016 - 08.2017
Bachelor of Arts - Mass Media Arts; Concentration: Journalism
CLARK ATLANTA UNIVERSITY