Hi, I’m
Lita Williams
Cleveland,OH
Summary
Dynamic Front Office Manager at The Courtyard by Marriott with a proven track record in optimizing operations and enhancing customer relations. Skilled in scheduling and team management, I effectively resolved guest complaints, fostering loyalty and repeat business. My expertise in Microsoft Office Suite and effective multitasking contributed to a seamless guest experience.
Overview
12
years of professional experience
Work History
The Courtyard by Marriott
Front Office Manager
02.2024 - Current
Job overview
- Monitored financial transactions at front desk, ensuring accurate billing and minimizing discrepancies.
- Created weekly schedules for front office staff to guarantee adequate coverage during peak periods.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Resolved guest complaints effectively, fostering positive relationships for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
The Courtyard by Marriott
Front Desk Agent
02.2024 - Current
Job overview
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Progressive Insurance
Auto Claims Adjuster
01.2018 - 09.2023
Job overview
- Functioned as key contact for customers during claims process, skillfully addressing concerns with empathy.
- Utilized expert understanding of auto insurance policies for precise damage evaluations and claim settlements.
- Compiled findings into succinct reports to enhance clarity and efficiency.
- Enhanced customer experience by managing auto claims promptly while maintaining confidentiality.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
State Farm Insurance Inc
Senior Claims Associate
01.2013 - 01.2018
Job overview
- Assisted underwriters in reviewing policy applications, providing valuable input on potential risks associated with various claims scenarios.
- Coordinated multi-disciplinary meetings to discuss complex cases involving multiple stakeholders, fostering collaboration towards an optimal outcome.
- Implemented a streamlined documentation system that simplified record-keeping tasks while increasing accessibility for team members.
- Developed strong relationships with external partners such as repair vendors and medical providers for seamless claim handling experience for clients.
Education
Erieview Catholic High SchoolCleveland, OH
High School Diploma
06-1993
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Operations management
- Microsoft Office Suite
- Team management
- Hospitality services
- Administrative skills
- Staff management
Timeline
Front Office Manager
The Courtyard by Marriott
02.2024 - Current
Front Desk Agent
The Courtyard by Marriott
02.2024 - Current
Auto Claims Adjuster
Progressive Insurance
01.2018 - 09.2023
Senior Claims Associate
State Farm Insurance Inc
01.2013 - 01.2018
Erieview Catholic High School
High School Diploma
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