Kimberly Hurd
Avon,CO
Summary
Driven hospitality professional that is highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
5
5
years of professional experience
Work History
Front Desk Lead
Vail Resorts
11.2022 - Current
- Developed meaningful connections with guests and homeowners upon checking them in and throughout their stay.
- Enhanced guest satisfaction by efficiently overseeing front desk operations and addressing inquiries promptly.
- Trained and supervised employees on office policies and procedures.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Coordinated with housekeeping and maintenance staff to ensure rooms were prepared for guest arrivals, reducing complaints and improving overall satisfaction.
- Oversaw SAFARI safety trainings each week for the front desk, valet and maintenance departments.
- Executed pre-arrival communication by sending out emails to incoming hotel guests containing essential information and hotel procedures.
- Directly assisted the director of rooms and general manager.
- Balanced non-zero accounts.
- Assisted the director of rooms in creating the schedule for the front desk and valet teams.
- Communicated with third party booking sites on any booking issues and guest requests.
Front Desk Agent
Vail Resorts
05.2021 - 11.2022
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Managed guest check-ins, departures and in-house requests efficiently and with exceptional guest service.
- Coordinated with housekeeping and maintenance staff to ensure rooms were ready for guest arrival.
Lift Operator
Vail Resorts
11.2020 - 04.2021
- Monitored operation of the lift continually and ensured guests and fellow teammates were transported efficiently and safely.
- Ensured efficient lift operations by coordinating with other team members and maintaining clear communication.
- Performed pre-operation inspections and post-operation shutdown procedures.
- Maintained lift mazes, ramps and signs.
- Provided excellent customer service, answering questions about mountain trails, directions, and resort facilities as needed.
- Alerted lift maintenance and lift dispatch of any problem alerts that came through.
Barista
Starbucks
01.2020 - 07.2020
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages that were up to company standards.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Streamlined customer orders through accurate cash handling and efficient use of the point-of-sale system.
Skills
- Exceptional communication
- Guest Relations
- Customer Service
- Time Management
- Hospitality services
- Microsoft Office
- Conflict Management
- Multitasking
Recognition
- Received multiple guest shout-outs on a monthly basis for exceptional guest service.
- Nominated multiple times for employee of the month.
- Nominated twice for an 'On-The-Spot' recognition.
Additional Information
Employee Experience Committee
- Participated on a team with three other hospitality employees to come up with events/ideas to boost hospitality employee morale and overall excitement.
- Planned and executed an end of season cookout for all Beaver Creek hospitality employees that included a raffle and outdoor activities such as volleyball and yard games
- Scheduled a donut truck to come to Beaver Creek for employees to enjoy free donuts and coffee.
Timeline
Front Desk Lead
Vail Resorts
11.2022 - Current
Front Desk Agent
Vail Resorts
05.2021 - 11.2022
Lift Operator
Vail Resorts
11.2020 - 04.2021
Barista
Starbucks
01.2020 - 07.2020
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