Megan Kennedy
Summary
Dynamic Guest Services Representative with a proven track record at Home2 Suites By Hilton, excelling in customer service and conflict resolution. Enhanced guest satisfaction through personalized service and effective problem-solving, fostering loyalty and repeat business. Skilled in reservation management and staff training, consistently achieving service targets and maintaining a positive atmosphere.
Overview
10
10
years of professional experience
Work History
Guest Services Representative
Home2 Suites By Hilton
09.2019 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
Sales Coordinator
Home2 Suites By Hilton
08.2022 - 05.2024
- Worked closely with the Director of Sales to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Streamlined sales processes for improved efficiency and customer satisfaction.
Front Office Supervisor
Staybridge Suites
10.2018 - 06.2019
- 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.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
Guest Services Representative
Staybridge Suites
10.2014 - 10.2018
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Greeted guests upon arrival by providing warm welcome.
Education
Associate of Applied Science - Hotel And Restaurant Management
Delaware County Community College
Media, PA05-2014
Skills
- Reservation management
- Customer service
- Conflict resolution
- Sales support
- Guest relations
- Problem solving
- Attention to detail
- Time management
- Staff training
- Flexible schedule
Timeline
Sales Coordinator
Home2 Suites By Hilton
08.2022 - 05.2024
Guest Services Representative
Home2 Suites By Hilton
09.2019 - Current
Front Office Supervisor
Staybridge Suites
10.2018 - 06.2019
Guest Services Representative
Staybridge Suites
10.2014 - 10.2018
Associate of Applied Science - Hotel And Restaurant Management
Delaware County Community College
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