Madyson Catlin
San Diego,CA
Summary
Knowledgeable guest experience expert with proven track record in assisting front office operations and ensuring seamless guest experiences. Efficiently coordinated team schedules and handled administrative tasks to enhance operational efficiency. Demonstrated leadership and communication skills to foster collaborative work environment.
Overview
7
7
years of professional experience
Work History
Front Office Lead
Andaz San Diego
09.2025 - Current
- Supervised front office operations, ensuring seamless guest check-in and check-out process
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Analyzed feedback to identify areas for operational improvements, elevating service standards.
- Implemented procedures to enhance guest satisfaction ratings through proactive problem resolution.
- Coordinated with housekeeping and maintenance teams to address guest requests efficiently.
- Demonstrated strong leadership skills by mentoring junior staff members on proper procedures and etiquette for dealing with customers.
- Collaborated with management to identify areas for improvement, leading to increased overall productivity within the team.
- Trained and mentored junior staff on customer service best practices and hotel policies.
- Improved hotel customer service and check in scores by 11%
Front Desk Agent
Hyatt Regency La Jolla
05.2022 - 09.2025
- Managed guest check-ins and check-outs efficiently, ensuring smooth arrival experiences.
- Resolved guest inquiries and concerns promptly, enhancing overall satisfaction.
- Coordinated room assignments based on guest preferences, improving service personalization.
- Maintained accurate records of reservations and billing transactions using property management systems.
- Collaborated with housekeeping to ensure timely room availability and cleanliness standards.
- Trained new staff on customer service protocols and hotel policies to maintain high service standards.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Maintained an average of 90% check in and customer service scores.
PRO Desk Cashier
Home Depot
06.2021 - 04.2022
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and purchase decisions.
- Maintained store organization and cleanliness to enhance shopping experience.
- Collaborated with team members to ensure smooth checkout operations.
- Welcomed customers and helped determine their needs.
- Maintained and increased store customer satisfaction scores by 5%
Direct Support Professional Supervisor
Aya Living
11.2019 - 10.2021
- Supervised daily operations of direct support services, ensuring adherence to regulatory standards.
- Trained and mentored staff in best practices for client care and service delivery.
- Developed individualized support plans in collaboration with clients and interdisciplinary teams.
- Monitored client progress and adjusted care strategies to meet evolving needs effectively.
- Increased community integration for clients through the organization of social events, volunteer opportunities, and outings.
- Implemented emergency response protocols effectively during crisis situations to protect the safety of both clients and staff members.
Education
Associate of Science - Kinesiology
Southwestern College
Chula Vista, CA05-2021
Skills
- Exceptional communication
- Staff training and development
- Appointment scheduling
- Documentation management
- Customer service
- Departmental support
- Front office management
- Multitasking and organization
- Team leadership
- Guest relations
Timeline
Front Office Lead
Andaz San Diego
09.2025 - Current
Front Desk Agent
Hyatt Regency La Jolla
05.2022 - 09.2025
PRO Desk Cashier
Home Depot
06.2021 - 04.2022
Direct Support Professional Supervisor
Aya Living
11.2019 - 10.2021
Associate of Science - Kinesiology
Southwestern College