Lillian Koster

Front Desk Supervisor

Hospitality Venture Management Group

09.2005 - Current

Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Maintained transaction security by verifying payment cards against identification.
Collaborated with team members to handle guest requirements from check-in through check-out.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Checked guests in out of hotel, made reservations, and processed payments.
Handled tasks and responsibilities for front office employees during periods of understaffing.
Resolved guest complaints by addressing issues with rooms promptly.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Entered and updated sensitive customer information during check-ins and room changes.
Answered multi-line phone system and transferred callers to appropriate department or staff member.
Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Trained new staff on correct procedures, compliance requirements, and performance strategies.
Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Built talented team through hiring and training new associates.
Created lasting relationships with guests that built loyalty and drove hotel revenue.
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Resolved guest issues with rooms or reservations with knowledgeable and friendly service.