KrIsten Holt
Front Desk Supervisor - Hospitality
Madison,TN
Summary
I'm a productive front office expert with proficient skills in customer service, office management and administrative support. Remaining professional and tactful in all situations with an emphasis on increasing satisfaction and retaining customer loyalty is of the utmost importance. I am well-versed in managing vendor and service provider relationships while maintaining meticulous records. I possess outstanding verbal and written communication skills, writing and even better time management skills within a fast pace environment. I pride myself on being the ideal piece that can be placed within an organization, adapt, and give a direct push to spur improvement in any environment I'm placed in.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Front Desk Supervisor
Hilton Garden Inn
Nashville, Tennessee
10.2022 - Current
- Collect room deposits, fees, and payments.
- Resolve guest issues with rooms or reservations with knowledgeable and friendly service.
- Create lasting relationships with guests that built loyalty and drove hotel revenue.
- As a certified trainer (c. 2017), I train new staff on correct procedures, compliance requirements, and performance strategies.
- Respond to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Coordinate with room service, housekeeping, maintenance, and security to meet all guest needs.
Night Auditor & Manager On Duty
Hyatt Place Downtown
Nashville, Tennessee
09.2020 - 03.2021
- Completed night audit for guest ledgers and investigated auditing discrepancies to close bank/cash registers and credit card transactions.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Guest Service Representative
Hilton Garden Inn
Nashville, Tennessee
11.2017 - 01.2019
- Greeted visitors and customers upon arrival with assistance, answered questions to build rapport and retention, provide insights on local attractions to enhance customer stay.
- Collaborated with sales teams to create specific amenities for groups to enhance experiences
- Oversaw fast-paced front desk operations, took reservations over phone and through email, recording guest information in computer system and verifying details.
- Implemented training manuals for each department to ensure quality service standards are met
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
Task Force Front Office Manager
Vista Host Management
Lexington, KY
06.2018 - 07.2018
- Traveled from my home site to revamp the Front Desk/Customer Assistance services including, but not limited to:
- Supervising and guiding new employees and responded quickly to questions to improve understanding of job responsibilities
- Leading staff meetings and communicating methods to improve hotel policies and procedures within each department
- Monitoring customer service trends and providing insights to management team to foster further improvement
- Collaborating with upper management to prioritize vital tasks for immediately visible hotel improvements
- Directing and instituting accounting procedures including, but not limited to:
- Invoices, Payroll, Scheduling, Customer Acquisition, Purchasing
Front Office Supervisor
Hampton Inn and Suites
Nashville, Tennessee
03.2018 - 06.2018
- Vanderbilt Elliston Place
- Finalized receipts, money transactions, and paperwork for third party reservations
- Worked closely with the accounts receivable department and familiarized myself with the different types of house accounts
- Supervised and managed front office staff and implemented ways to improve guest satisfaction scores
Night Auditor & Front Desk Representative
Hampton Inn & Suites, Nashville
Nashville, TN
07.2017 - 03.2018
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Prepared front desk shift changes to maximize shift handoff
- Reorganized pertinent hotel documentation, accounts, and training documents
- Entered customer data into room system and updated information whenever patrons changed rooms.
Education
Associate of Science - Business Management
Austin Peay State University
Clarksville, TN 01.2023 - 05.2024
Skills
2 Years of Upper Management
Materials Preparation
Training program development
Employee training
Safety and security procedures
Check-in and check-out procedures
Oral and written communications
Problem-solving skills
Administrative support
Credit payments and cash control
Time management
Guest services
Hospitality service expertise
Complaint management
Additional Information
- LEADERSHIP , National Student Clearinghouse (2009-2011) Delta Sigma Theta Mentorship Program – Mentee (2009-2010) City of Oak Ridge Parks and Recreation Summer Camp Leader (2010) Activity and Performance Coordinator for Xplosiv Dance Crew (2009-2011) American Hotel & Lodging Association (2018)
- years of experience in customer service 5+ years of experience in hospitality 3+ years of manager experience Payroll proficient Account Receivable proficient OnQ and Opera skilled
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
When people talk, listen completely. Don’t be thinking what you’re going to say. Most people never listen.
Ernest Hemingway
Timeline
Associate of Science - Business Management
Austin Peay State University
01.2023 - 05.2024
Front Desk Supervisor
Hilton Garden Inn
10.2022 - Current
Night Auditor & Manager On Duty
Hyatt Place Downtown
09.2020 - 03.2021
Task Force Front Office Manager
Vista Host Management
06.2018 - 07.2018
Front Office Supervisor
Hampton Inn and Suites
03.2018 - 06.2018
Guest Service Representative
Hilton Garden Inn
11.2017 - 01.2019
Night Auditor & Front Desk Representative
Hampton Inn & Suites, Nashville
07.2017 - 03.2018