Summary
Overview
Work History
Education
Skills
Timeline
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Lauryn Riley

Mount Pleasant

Summary

Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in Microsoft Office and Windows Office, with friendly and decisive approach to resolving challenges.

Personable professional in the hospitality industry with more than 8 years of experience. Successful career history providing exceptional service to visitors and clients.

Overview

7
7
years of professional experience

Work History

Front Desk Supervisor

Courtyard by Marriott
05.2022 - 04.2025
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Collected room deposits, fees, and payments.
  • Scheduled and assigned daily work and activities for team members.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
  • Attended staff meetings and brought issues to attention of upper management.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Monitored front areas so that questions could be promptly addressed.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Completed bi-weekly payroll for 7 employees.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Front Desk Agent

Super 8 Hotel
12.2019 - 05.2022
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Trained new staff members in customer service techniques and hotel operations.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Enforced policies and procedures to increase efficiency.
  • Developed and maintained positive relationships with guests for satisfaction.

Receptionist

Mount Pleasant Discovery Museum
03.2018 - 02.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Responded to inquiries from callers seeking information.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Organized, maintained and updated information in computer databases.
  • Cleaned all children's areas.
  • Created activities and crafts for children and visitors.

Education

High School Diploma -

Mount Pleasant High School
Mount Pleasant, MI
06-2017

Skills

  • Hospitality services
  • Guest check-in and check-out
  • Team building and supervision
  • Cash control and handling
  • VIP guest relations
  • Staff training and development
  • Problem-solving skills
  • Customer service management
  • Task delegation
  • Issue resolution
  • Training and mentoring
  • Word processing
  • Exceptional communication
  • Staff supervision
  • Operations oversight
  • Guest safety
  • Scheduling and payroll

Timeline

Front Desk Supervisor

Courtyard by Marriott
05.2022 - 04.2025

Front Desk Agent

Super 8 Hotel
12.2019 - 05.2022

Receptionist

Mount Pleasant Discovery Museum
03.2018 - 02.2020

High School Diploma -

Mount Pleasant High School

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Lauryn Riley