Kristy Musick
Kodak,TN
Summary
Driven Front Desk Agent 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
13
13
years of professional experience
1
1
Certification
Work History
General Manager
Oak Tenn Managing Company
05.2015 - Current
- Oversaw all operation functions of the hotel.
- Supervised all department managers and worked closely with each manager and department on a daily basis.
- Handled guest complaints
- Closely monitored the hotels business reports on a daily basis and tracked monthly financial outlooks for all departments, taking actions accordingly.
- Worked with Human Resources to recruit and hire high quality managers and employees to staff the hotel and train them according to company policies.
- Handled the hotels budget goals and set other short and long-term strategic goals for the property.
Front Desk
Baymont Inn and Suites
11.2011 - 05.2015
- Accurately processed payments and balanced daily cash drawer, maintaining financial integrity at the front desk.
- Maintained an organized, welcoming lobby area to create a positive first impression for visitors.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Resolved guest issues promptly, resulting in increased customer satisfaction ratings.
- Assisted guests with special requests, ensuring a comfortable stay and positive feedback.
- Handled phone calls and inquiries professionally, directing callers to appropriate departments as needed.
- Managed reservations system effectively, minimizing mix-ups and overbookings.
- Handled emergency situations calmly and professionally while following proper protocols.
- Collaborated with maintenance team members to address any facility-related issues that arose during shifts.
- Collaborated with housekeeping staff to ensure timely room availability for incoming guests.
- Maintained strict adherence to hotel policies regarding confidentiality of guest information, demonstrating professionalism throughout tenure at the front desk.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Kept accounts in balance and ran daily reports to verify totals.
Education
High school diploma -
Pennfoster
Scottsdale, AZ06.2011
Skills
- Extensive computer knowledge
- Proficient in Microsoft Office-Outlook, Word, and Excel
- Effective written and verbal communication skills
- Ability to think critically and work independently
- Ability to work under high volume and handle stress in a positive way
- Extensive cash handling experience
- Extensive experience in hotel reservation software including: Roommaster, and Webrez
- Proficiency in front desk operations including handling multi phone lines, directing calls, documenting and reporting, and filing
Certification
CPR Certification
Timeline
General Manager
Oak Tenn Managing Company
05.2015 - Current
Front Desk
Baymont Inn and Suites
11.2011 - 05.2015
High school diploma -
Pennfoster
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