MARGIE ROBERTSON

Front Desk Supervisor

Holiday Inn Express Hotel

12.2017 - 03.2025

Assisted guests with check-in and check-out procedures, ensuring smooth arrivals and departures.
Responded to guest inquiries promptly, providing information about services and local attractions.
Maintained organized front desk area, promoting a welcoming environment for guests.
Monitored room availability and coordinated reservations using property management software.
Collaborated with housekeeping to ensure timely room readiness for incoming guests.
Managed cash handling processes, including balancing daily transactions accurately.
Supported training of new front desk staff, enhancing team efficiency and service quality.
Implemented standard operating procedures to improve guest satisfaction and operational workflow.
Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Trained new staff on correct procedures, compliance requirements, and performance strategies.
Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Scheduled and assigned daily work and activities for team members.
Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Collected room deposits, fees, and payments.
Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Attended staff meetings and brought issues to attention of upper management.
Resolved guest complaints by addressing issues with rooms promptly.
Kept accounts in balance and ran daily reports to verify totals.
Checked guests in out of hotel, made reservations, and processed payments.
Managed front desk maintenance of client records and lab data.
Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Organized meetings for executives and coordinated availability of conference rooms for participants.
Trained team members on new hotel services and products to support promotional efforts.
Kept high average of performance evaluations.
Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Oversaw appointment scheduling and itinerary coordination for both clients and personnel.