Leanne Faulkner
Grove City,OH
Summary
Proven to enhance guest satisfaction and loyalty at Hampton Inn by Hilton, I leveraged my expertise in front desk operations and account balancing, alongside a strong teamwork attitude. Achieved significant improvements in efficiency and service quality, demonstrating exceptional oral communication and problem-solving skills. Great with customer service ! Great with working with a team ! I have a great attitude with everyone i meet and have dealt with !
Overview
9
9
years of professional experience
Work History
Front Desk Night Audit
Hampton Inn by Hilton
04.2022 - Current
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Performed nightly updates to room charges and rates.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
- Maintained updated knowledge of hotel policies and procedures to provide accurate information to guests at all times.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.
- Performed regular property walkthroughs during the night shift, addressing any safety hazards or cleanliness concerns.
- Promoted hotel loyalty program benefits effectively, increasing membership rates among overnight stayers.
- Collaborated with housekeeping and maintenance teams to address guest room issues promptly, ensuring optimal guest experiences.
- Documented accounts and logs throughout shift to keep up with requirements.
- Reviewed checklist on daily basis and planned shift accordingly.
- Processed payments securely using the property management system while adhering to strict privacy guidelines.
- Balanced hotel accounts and resolved discrepancies.
- Facilitated prompt issue resolution for guests with concerns or complaints, prioritizing their comfort and satisfaction.
- Organized wake-up call requests diligently, ensuring timely execution for satisfied guests.
- Participated in ongoing training sessions related to hospitality best practices for continued professional growth and development.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Handled high volume of phone calls professionally, providing excellent customer service to potential and current guests.
- Monitored facility security for guest and personnel safety.
- Contributed to a secure hotel environment by monitoring security cameras and reporting suspicious activities.
- Assisted guests with luggage storage needs when necessary, demonstrating commitment to excellent service standards.
- Developed and maintained positive relationships with guests for satisfaction.
Key Holder Supervisor
Dollar General
03.2021 - 04.2022
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
Housekeeping Supervisor
Hampton Inn & Suites by Hilton
01.2017 - 02.2020
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
Breakfast Server
Hampton Inn by Hilton
10.2015 - 02.2017
- Developed rapport with regular customers, fostering loyalty and repeat business.
- Collaborated with kitchen staff to ensure accurate and timely delivery of menu items.
- Greeted guests and seated promptly, providing special accommodation for handicapped diners and small children.
- Participated in inventory management, helping maintain adequate stock levels of food supplies and tableware.
Education
London Academy
London, OHSkills
- Time Management
- Customer Assistance
- Credit and cash payments
- Welcoming guests
- Teamwork Attitude
- Greeting guests
- Payment Collection
- Patience and Tolerance
- Front Desk Operations
- Resolving issues
- Guest Services
- Posting charges
- Oral and written communications
- Daily transactions review
- Generating Reports
- Account Balancing
- Professionalism and Discretion
Timeline
Front Desk Night Audit
Hampton Inn by Hilton
04.2022 - Current
Key Holder Supervisor
Dollar General
03.2021 - 04.2022
Housekeeping Supervisor
Hampton Inn & Suites by Hilton
01.2017 - 02.2020
Breakfast Server
Hampton Inn by Hilton
10.2015 - 02.2017
London Academy
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