McKenna Kraft
Twin Valley
Summary
A seasoned professional with a proven track record at Shooting Star Casino, I excel in operational oversight and proactive problem-solving, enhancing guest satisfaction and efficiency. My leadership in coaching and guiding teams, alongside expertise in payment transaction oversight, has significantly contributed to achieving and surpassing business objectives.
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
5
5
years of professional experience
Work History
Hotel Front Office Manager
Shooting Star Casino
03.2022 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
Hotel Front Desk Lead
Shooting Star Casino
07.2021 - 03.2022
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Improved guest loyalty by proactively identifying opportunities for upselling additional services or amenities during the reservation process or at check-in/check-out stages.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Assisted management in implementing new front desk procedures to increase efficiency and improve guest experiences.
- Developed strong relationships with returning clientele by providing personalized service tailored to individual preferences or needs.
- Maintained accurate records of all transactions and facilitated prompt billing resolution when needed, ensuring financial accuracy and guest satisfaction.
- Supervised scheduling of front desk staff, maximizing coverage during peak hours while adhering to budgetary constraints for labor costs.
- Trained new front desk staff members, fostering a team environment and ensuring consistent service quality for guests.
- Handled escalated customer concerns professionally, working towards satisfactory resolutions that maintained brand reputation.
- Fostered a positive work environment by recognizing exemplary performance among front desk team members and addressing any issues promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Trained and supervised employees on office policies and procedures.
Hotel Front Desk Clerk
Shooting Star Casino
09.2020 - 07.2021
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Streamlined reservations process for improved accuracy and guest experience.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Managed lost and found items to assist guests with retrieving belongings.
- Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
Room Attendant
Shooting Star Casino
02.2020 - 09.2020
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Enhanced guest satisfaction by providing thorough and timely room cleaning services.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Inspected guest rooms to replenish soap, paper towels and toiletries.
- Checked appliances in guest rooms to determine good working order.
- Performed deep-cleaning assignments on a regular basis to maintain the hotel''s overall appearance and appeal for both new and returning guests alike.
- Received recognition for exceptional attention to detail while performing room inspections prior to guest arrival.
- Performed laundry duties for improved efficiency and faster room turnover times.
- Collaborated with front desk staff to address guest concerns, ensuring swift resolutions and overall satisfaction.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
- Demonstrated flexibility and teamwork by helping in other areas of hotel operations during peak times.
- Changed bed linens and collected soiled linens for cleaning.
- Handled requests for extra linens, toiletries and other supplies.
- Sorted, laundered and put away various laundry items.
Education
Associates - Human Resources Management
Minnesota State Community And Technical College
Fergus Falls, MN12-2025
High School Diploma -
Norman County East
Twin Valley, MN05-2016
Skills
- Efficient Task Management
- Proactive Problem Solving
- Payment Transaction Oversight
- Knowledge of Housekeeping Practices
- Client Relationship Management
- Operational Oversight
- Invoice Processing
- Entry-Level Accounting Proficiency
- Coaching and Guidance
Timeline
Hotel Front Office Manager
Shooting Star Casino
03.2022 - Current
Hotel Front Desk Lead
Shooting Star Casino
07.2021 - 03.2022
Hotel Front Desk Clerk
Shooting Star Casino
09.2020 - 07.2021
Room Attendant
Shooting Star Casino
02.2020 - 09.2020
Associates - Human Resources Management
Minnesota State Community And Technical College
High School Diploma -
Norman County East
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