Madison Olds
San Francisco
Summary
Hospitality professional with over six years of experience in operations, guest services, leadership roles, and team development. My passion is curating and executing exceptionally personal and intuitive service, while building genuine and meaningful connections. Proven to excel in overseeing day-to-day operations, developing new practices to improve the guest experience, coordinating with multiple departments, and leading teams to consistently exceed service standards.
Overview
5
5
years of professional experience
Work History
Assistant Front Office Manager
Kimpton Hotel Enso
San Francisco
07.2024 - Current
- Lead recruitment, hiring, onboarding, and ongoing training of front office staff to maintain high service standards.
- Supervise team member payroll accurately and timely.
- Manage ordering and inventory of office supplies and food and beverage offerings while optimizing cost-efficiency and quality.
- Maintain detailed records of employee performance, providing coaching and counseling while supporting professional development.
- Design and execute personalized guest amenities tailored to individual needs, special occasions, and VIP preferences.
- Respond promptly to guest complaints and concerns, supporting front desk operations to ensure exceptional guest satisfaction.
- Partner with accounting to uphold corporate standards and resolve billing discrepancies.
- Collaborate with the sales team to oversee and manage group room blocks, ensuring seamless coordination and execution.
- Uphold brand standards and service excellence through daily oversight and team engagement.
Front Desk Agent
Kimpton Hotel Enso
San Francisco
01.2024 - 07.2024
- Greeted and checked guests in and out efficiently while delivering a welcoming and professional impression.
- Managed all aspects of the guest experience during arrival and departure, including handling payments, verifying billing details, and generating daily arrival/departure and occupancy reports.
- Handled guest inquiries and concerns promptly and effectively, escalating issues as needed to ensure total guest satisfaction.
- Delivered personalized service by providing expert knowledge of local attractions, restaurants, and transportation options, helping guests make the most of their stay.
- Accurately processed room reservations, modifications, and cancellations using the property management system, ensuring data integrity and availability.
- Communicated effectively with housekeeping, maintenance, and other departments to ensure timely room readiness and service delivery.
- Supported special requests and coordinated amenities for guest celebrations, VIP arrivals, and loyalty program members.
Sous Chef
Luna Estate Winery
Martinborough
03.2023 - 11.2023
- Oversaw daily kitchen operations in a high-volume, fine dining environment, ensuring consistency, efficiency, and elevated presentation.
- Acted as Head Chef for two months, leading a team of 6+ through all aspects of back-of-house operations including ordering, inventory, staff training, scheduling, and vendor communication.
- Supported the design and execution of seasonal tasting menus in collaboration with the Head Chef.
- Implemented systems to improve efficiency, minimize food waste, and maintain precise cost control.
- Ensured full compliance with New Zealand food safety standards, managed daily cleaning protocols, and upheld a pristine and professional kitchen environment at all times.
- Played a key role in event execution, including private winery dinners and curated tastings, delivering seamless service in collaboration with the front of house and vineyard staff.
Chef de Partie
Luna Estate Winery
Martinborough
12.2022 - 03.2023
- Worked across multiple stations for daily lunch and dinner service in a fast-paced, open-kitchen setting.
- Maintained high standards of plating and consistency, working closely with senior chefs to ensure each dish met both visual and taste expectations.
- Assisted with prep management, station cleanliness, and quality control, contributing to a streamlined kitchen workflow.
Front of House Staff
Luna Estate Winery
Martinborough
09.2022 - 12.2022
- Delivered personalized guest service in both the restaurant and cellar door, guiding guests through wine tastings and seasonal menus with expert knowledge.
- Contributed to the elevated guest experience by offering wine pairing suggestions and detailed knowledge of the estate's offerings, enhancing engagement and sales.
- Collaborated with the kitchen team to ensure smooth service flow, with a focus on attention to detail and creating memorable guest interactions.
Head Cook
Pine Island Camp
Belgrade Lakes
06.2020 - 08.2022
- Led daily kitchen operations, delivering three high-quality meals per day for 140 guests and staff in a fast-paced, service-focused environment.
- Managed a $100K seasonal food budget and coordinated ordering from multiple suppliers to ensure timely, cost-efficient inventory and menu planning.
- Supervised and mentored a 5-person kitchen team, fostering collaboration, accountability, and a strong team culture through clear communication and regular feedback.
- Maintained high standards of cleanliness, safety, and hospitality, contributing to a memorable, camp-wide guest experience built on consistency and care.
Education
Bachelor's Degree - International Business, Spanish
University of Puget Sound
Tacoma, WA05.2022
Skills
- Guest relations
- Adaptability
- Front office operations
- Staff training
- Inventory management
- Customer service
- Team collaboration
- Attention to detail
- Problem solving
- Leadership skills
- New hire training
- Concierge services
- Emergency response readiness
- Oral and writing communication
References
References available upon request.
Timeline
Assistant Front Office Manager
Kimpton Hotel Enso
07.2024 - Current
Front Desk Agent
Kimpton Hotel Enso
01.2024 - 07.2024
Sous Chef
Luna Estate Winery
03.2023 - 11.2023
Chef de Partie
Luna Estate Winery
12.2022 - 03.2023
Front of House Staff
Luna Estate Winery
09.2022 - 12.2022
Head Cook
Pine Island Camp
06.2020 - 08.2022
Bachelor's Degree - International Business, Spanish
University of Puget Sound
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