Margaret Snedden
St Johns,FL
Summary
Highly organized, detail-oriented hospitality professional with a talent for managing front of house operations. Proactive in managing multiple tasks and specializing in conflict resolution, team coordination, and customer support. Thrives in fast-paced, intense environments. Advanced skills in operations management, logistics coordination, and catering planning. Well-versed in budget administration and inventory control. A forward-thinking guest services professional focused on elevating standards and outperforming expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Guest Services
Hilton Garden Inn & HomeWood Suites
Jacksonville, FL
01.2023 - Current
- Receiving, posting, and storing credit card authorizations via Sertifi web service and incoming faxes.
- Anticipating guests' needs to provide excellent service and implementing remedies to multiple guest issues.
- Processing payments for restaurants, markets, special events, and other outlets beyond the front desk
- Compiled reports on daily activities involving guest services.
- Ensured compliance with all hotel policies, standards, and regulations related to guest services.
- Generated innovative ideas to improve the overall quality of guest service
- Assisted with training new staff members on company policies and procedures related to guest services duties.
- Managed a variety of projects related to guest services including VIP arrivals and departures.
- Maintained thorough knowledge of current menus, guest services, activities, dining options, local attractions, and historical information, to answer guest questions articulately.
CEO
Snedden
11.2007 - Current
- Led strategic planning and execution to enhance profitability and company growth.
- Developed and implemented strategic business plans to increase company profitability.
Front Office Manager
Hampton Inn and Suites By Hilton
Tampa, FL
07.2022 - 01.2023
- Direct and administer all Front Office Operations, including Food and Beverage, and Maintenance.
- Ensured compliance with hotel policies and procedures, as well as local, state, and federal regulations.
- Recruiting, training, evaluating, and developing staff members to maintain high standards of performance.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Managed budget for the front office department, including forecasting and cost control measures.
- Developed and maintained a positive working environment, fostering team collaboration.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Operations Supervisor
Embassy Suites By Hilton
Tampa , FL
02.2022 - 07.2022
- Provided support to other departments as needed to meet organizational goals.
- Trained new employees on proper job functions and company policies and procedures.
- Performed periodic audits of operational processes to identify potential risks or areas of improvement.
- Developed strong relationships with customers through excellent customer service practices.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
Front Desk Lead
Hilton Garden Inn & Home2 Suites
Sarasota, FL
10.2019 - 02.2022
- Handled the retrieval and storage of credit card authorizations from the Sertifi web service and incoming faxes.
- Provided excellent service by anticipating guests' needs and implementing remedies to address multiple guest issues
- Processed payments for various establishments, including restaurants, markets, and special events.
- Resolved customer complaints promptly.
- Provided excellent customer service at all times, while maintaining a professional attitude with guests and colleagues alike.
Education
Associates in Arts and Sciences -
Ozark Technical College
Skills
- Microsoft Office Suite
- Public Speaking
- Hospitality Management
- Strategic Time Management
- Leadership
- Sales
- Marketing
- Social Media
- Customer Satisfaction
- Recruiting
- Budgeting
- Profit & Loss
- Mentoring
- Process Improvement
- Luxury guest services expertise
- Guest Services
- Guest account management
- Booking guests
- Account Services
Certification
- CPR
- First Aid
- Basic and Advanced Life Support
- Jacksonville Tourism Ambassador
- Sarasota Tourism Ambassador
Accomplishments
- Top performer for Guest satisfaction scores across 5 Hilton Brands
- Turning Low profit properties into profit making success by building on Guest satisfaction
- Top performer in Hilton Honors enrollment
Timeline
Guest Services
Hilton Garden Inn & HomeWood Suites
01.2023 - Current
Front Office Manager
Hampton Inn and Suites By Hilton
07.2022 - 01.2023
Operations Supervisor
Embassy Suites By Hilton
02.2022 - 07.2022
Front Desk Lead
Hilton Garden Inn & Home2 Suites
10.2019 - 02.2022
CEO
Snedden
11.2007 - Current
- CPR
- First Aid
- Basic and Advanced Life Support
- Jacksonville Tourism Ambassador
- Sarasota Tourism Ambassador
Associates in Arts and Sciences -
Ozark Technical College
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