MacKenzie Frazier
Dennis,MA
Summary
Passionate hospitality professional offering years of success and experience in customer service.
Overview
4
4
years of professional experience
Work History
Front Desk Manager
Chatham Bars Inn
Chatham, Massachusetts
05.2021 - Current
- Checked guests in out of hotel, made reservations and processed payments.
- Resolved guest complaints by addressing issues with rooms promptly.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Prepared weekly employee work schedules for team members.
Assistant Front Desk Manager
Chatham Bars Inn
Chatham, MA
07.2020 - 05.2021
- Greeted guests upon check-in and check-out using Forbes Standards
- Communicated with different departments to ensure guests needs are met
- Provided personal services for each guest
- Provided resources for training new employees and ongoing training for current staff
- Responded to guest inquiries, both in-person and by telephone
- Resolved guest complaints by addressing issues with rooms promptly.
Front Desk Agent
Chatham Bars Inn
Chatham, MA
12.2018 - 07.2020
- Welcomed guests while assisting with check-ins and outs
- Provided personalized services for guests of the hotel
- Handled service requests taken in person and over the phone
- Resolved billing issues and charges to guest folios
- Communicated with other departments to ensure all guest needs are met
- Made guest room reservations and modified existing reservations
Front Desk Agent and Reservations Agent
Cape Codder Resort
Hyannis, MA
01.2018 - 12.2018
- Welcomed guests and assisted with checking in and checking out
- Handled all guest service requests
- Resolved billing issues and charges to guest folios
- Made guest room reservations and modified existing reservations
Education
Suffolk University
Boston, MAKimball Union Academy
Meriden, NHSkills
- Microsoft Office Programs
- Strong training and leadership skills
- VIP Guest Relations
- Forbes Trained
- Opera Computer System
- Team Building
- Efficient multitasking
Accomplishments
- Actively drive for a 5-star rating with Forbes Travel Guide
- Contribute to the continued improvement of the guest experience
- Demonstrates high-level guest service and engagement to bring the guest experience to its highest level.
- Recognition of exceptional service
Chatham Bars Inn Forbes Council Member
2020 Guest Experience Award
Forbes Travel Guide Star Staff
Timeline
Front Desk Manager
Chatham Bars Inn
05.2021 - Current
Assistant Front Desk Manager
Chatham Bars Inn
07.2020 - 05.2021
Front Desk Agent
Chatham Bars Inn
12.2018 - 07.2020
Front Desk Agent and Reservations Agent
Cape Codder Resort
01.2018 - 12.2018
Suffolk University
Kimball Union Academy