Keyia Smith
Rehoboth Beach,DE
Summary
With a proven track record at Boscov's, I excel in multi-department management and team leadership, enhancing guest experiences and boosting satisfaction rates. My adeptness in problem-solving and revenue management has consistently propelled operational efficiency and profitability, marking me as a dynamic force in customer-centric roles.
Overview
18
18
years of professional experience
Work History
Hotel Front Desk Supervisor
Tapestry
05.2020 - Current
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Trained new front desk staff members, improving overall team performance and knowledge.
- Managed inventory of supplies at the front desk, ordering additional resources when necessary to maintain efficient operations.
- Conducted regular performance evaluations for front desk staff, identifying areas for improvement and providing constructive feedback.
- Utilized problem-solving skills regularly in addressing unforeseen challenges that arose during day-to-day operations at the hotel''s front desk area.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Department Manager
Boscov's
12.2018 - 02.2020
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Led a team of professionals to consistently achieve or exceed performance targets.
Human Resources Assistant Part - Time
Boscov's
12.2016 - 12.2018
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Processed employee termination paperwork at direction of supervisory staff.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
- Coordinated employee training programs to promote professional development and skill enhancement.
- Managed confidential employee records, safeguarding personal and professional information.
- Supported payroll processing, ensuring accurate and timely salary distribution.
- Organized team-building events, boosting morale and fostering collaborative work environment.
- Assisted in negotiating employee benefits packages, enhancing overall compensation offerings.
Department Supervisor
Giant Food Stores
04.2012 - 10.2016
- Handled cash register, returns, and refunds.
- Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Trained new employees on overall company and department-specific policies and procedures.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Reduced employee turnover rate through effective communication, regular feedback, and fostering a positive work environment.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Built and designed large displays weekly to promote specific products.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Department Supervisor
Walmart
05.2007 - 09.2012
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Managed team of 15 employees, delegated tasks and held each employee accountable for completing assignments.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Handled cash register, returns, and refunds.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Built relationships with current customers to maintain goodwill and gain additional business.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
Education
CCMAA - Allied Health
Delaware Technical Community College
DE09.2020
Skills
- Cash handling expertise
- Administrative tasks
- Guest satisfaction monitoring
- Room availability
- Problem-solving abilities
- Multitasking ability
- Customer Satisfaction
- Team Leadership
- Guest experiences
- Quality Assurance
- Sales and Promotions
- Vendor relationships
- Safety Regulations
- Office and staff streamlining
- Problem-solving aptitude
- Event Planning
- Food and beverage knowledge
- Budget Management
- Vendor interaction
- Marketing strategy
- Revenue management
- Concierge services
- VIP services
- Multi-department management
- Promote services
- Sales
- Reporting
- Front office operations
- Hotel operations
- Training and mentoring
- Team building
- Guest accommodations
- Conflict Resolution
- Staff Supervision
- Reliability
- Inventory Control
- Crisis Management
- Team performance monitoring
- Train staff
Timeline
Hotel Front Desk Supervisor
Tapestry
05.2020 - Current
Department Manager
Boscov's
12.2018 - 02.2020
Human Resources Assistant Part - Time
Boscov's
12.2016 - 12.2018
Department Supervisor
Giant Food Stores
04.2012 - 10.2016
Department Supervisor
Walmart
05.2007 - 09.2012
CCMAA - Allied Health
Delaware Technical Community College
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