Margaret Goode
Sophia,NC
Summary
Driven professional with extensive experience in hospitality, notably as Front Office Supervisor at Holiday Inn Select Hotel. Excelled in enhancing guest satisfaction through exceptional service and problem-solving skills. Proven track record in team leadership, achieving high-quality service standards, and fostering guest relations. Skilled in front desk management and customer service management, ensuring operational excellence and positive guest experiences. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Front Desk Agent & Head Housekeeper
Hampton Inn By Hilton/ Holiday Inn Express
2017.04 - Current
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Office Supervisor
Holiday Inn Select Hotel
2002.08 - 2013.06
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Achieved high-quality service by maintaining open communication channels among team members.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
Education
High School Diploma -
Atlantic City High School
Atlantic City, NJ06.1986
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Guest Relations
- Oral and written communications
- Hospitality service expertise
- Listening Skills
- Administrative Skills
- Front Desk Management
- Front Office Support
- Housekeeping
- Problem-Solving
- Teamwork and Collaboration
- Customer Service Management
Timeline
Front Desk Agent & Head Housekeeper
Hampton Inn By Hilton/ Holiday Inn Express
2017.04 - Current
Front Office Supervisor
Holiday Inn Select Hotel
2002.08 - 2013.06
High School Diploma -
Atlantic City High School
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