Kimberly Kania

Auburndale,United States of America

Summary

Experienced background in customer service, hospitality management, and problem-solving. Skilled in handling guest needs, resolving complaints, and maintaining a clean and welcoming environment. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

years of professional experience

Work History

Front Desk Representative

Best Western Plus

02.2024 - Current

Collected room deposits, fees, and payments.
Resolved service-related problems and documented actions in system.
Collaborated with team members to handle guest requirements from check-in through check-out.
Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
Developed and maintained positive relationships with guests for satisfaction.
Trained new staff members in customer service techniques and hotel operations.
Promoted hotel brand's loyalty program via social media, email and direct mail.

Front Desk Manager

Best Western

01.2020 - 11.2023

Resolved guest complaints by addressing issues with rooms promptly.
Kept accounts in balance and ran daily reports to verify totals..
Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
Evaluated and promptly resolved lodging facility operational issues.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Solicited and reviewed guest feedback and promptly resolved complaints.
Oversaw day-to-day operations of 54-room hotel with staff of 5 front desk employees.

Education

Diploma - General Studies

H.H. Dow High School, Midland, MI

06.1998

Skills

Time Management
Hospitality Management
Customer Service
Guest Services
Teamwork and Leadership
Attention to Detail
Multitasking Abilities

Training and mentoring
Guest accommodations
Hospitality services
POS Systems
Reservations
Hospitality best practices

Workplacepersonalitystrengths

10/10, 9/10, 8/10

Timeline

Front Desk Representative - Best Western Plus

02.2024 - Current

Front Desk Manager - Best Western