Maria Walker
Memphis,TN
Summary
Dynamic Hotel Front Desk Supervisor at Southland Park Gaming and Racing, skilled in guest relations management and staff training. Enhanced guest satisfaction through efficient check-in processes and effective complaint resolution. Proven ability to maintain accurate records and optimize occupancy rates, ensuring a welcoming environment and exceptional service.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Supervisor
Southland Park Gaming and Racing
08.2018 - Current
- Greeted guests upon arrival, ensuring a welcoming and friendly atmosphere.
- Managed check-in and check-out processes efficiently, enhancing guest satisfaction.
- Assisted in resolving guest inquiries and complaints to maintain service quality.
- Maintained accurate records of reservations and room assignments using hotel management software.
- Collaborated with housekeeping to ensure timely room availability for incoming guests.
- Trained new front desk staff on procedures and customer service standards.
- Monitored lobby area to uphold cleanliness and organization throughout shifts.
- Provided information about local attractions, dining options, and hotel services to enhance guest experience.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
- Trained new front desk staff members, improving overall team performance and knowledge.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
Education
Marketing Management
Southern New Hampshire University
Hooksett, NH09-2023
Skills
- Staff training and development
- Flexible schedule
- Cash handling expertise
- Complaint handling
- Policy enforcement
- Property management systems
- Guest relations management
- Administrative tasks
- Reservation management
- Microsoft office
- Teamwork
- Professional appearance
- Customer service
- Problem-solving
- Time management
- Hotel industry experience
Timeline
Hotel Front Desk Supervisor
Southland Park Gaming and Racing
08.2018 - Current
Marketing Management
Southern New Hampshire University
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