MICHAELA ELLA KRAMER
JEFFERSON CITY,US
Summary
Dynamic Customer Service Representative with over 11 years of experience in the hospitality and fast food industries, specializing in guest services and customer satisfaction. Proficient in Microsoft Outlook, Excel, and DOS systems, with strong organizational skills and a commitment to efficient schedule management. Dedicated to creating a welcoming atmosphere while addressing guest concerns promptly, fostering loyalty, and ensuring memorable experiences. Proven ability to enhance service delivery through effective communication and a customer-centric approach.
Overview
12
12
years of professional experience
Work History
FRONT DESK REPRESENTATIVE-NIGHT AUDIT-FRONT OFFICE MANAGER
Spring Hill Suites/Courtyard
Pigeon Forge, TN
11.2021 - Current
- Manage calls, reservations, and guest inquiries efficiently.
- Streamline paperwork and audit processes for accuracy.
- Oversee complaint resolution and policy enforcement.
- Develop schedules and ensure shift coverage.
- Compile reports and manage inventory effectively.
- Implemented efficient check-in procedures, significantly reducing wait times and enhancing guest satisfaction.
- Executed meticulous inventory checks, ensuring accurate stock levels and timely replenishment to meet guest needs.
- Fostered a welcoming atmosphere by addressing guest concerns promptly, reinforcing loyalty and positive experiences.
- Conducted thorough audits of financial transactions, ensuring accuracy and compliance, which strengthened operational integrity.
- Coordinated with housekeeping and maintenance teams to address guest requests promptly, fostering a cohesive service environment.
FRONT DESK RECEPTIONIST/GROUP SALES
Grand Smokies Resort Lodge
05.2020 - 11.2021
- Handled reservations and guest inquiries, enhancing customer satisfaction.
- Managed data entry and credit transactions, ensuring accuracy and security.
- Coordinated group contracts and rooming lists, meeting diverse requirements.
- Maintained front desk and amenities, ensuring operational efficiency.
- Utilized strong communication skills to exceed guest expectations.
- Managed group bookings and tailored services, enhancing guest satisfaction and driving repeat business through personalized experiences.
- Partnered with maintenance teams to ensure prompt resolution of guest issues, resulting in improved service ratings and operational efficiency.
- Utilized reservation software to track booking trends, enabling strategic adjustments that optimized room occupancy and revenue.
- Provided exceptional customer service by addressing guest inquiries and concerns, fostering a welcoming atmosphere that encouraged positive feedback.
BOJANGLES MANAGER
Bojangles’ Restaurants, Inc
Jefferson City, TN
04.2018 - 03.2020
- Opened store, ensured financial accuracy, and maintained food safety standards.
- Trained staff on procedures, enhancing efficiency and compliance.
- Managed inventory, resolved discrepancies, and ensured optimal stock levels.
- Implemented cleaning protocols, meeting all store cleanliness requirements.
- Maintained accurate financial records by verifying register amounts and safeguarding cash, reducing discrepancies and enhancing accountability.
- Analyzed waste reports to identify trends, leading to actionable insights that minimized losses and improved overall resource management.
MCDONALDS MANAGER
McDonald's
Dandridge, TN
07.2014 - 09.2016
- Managed daily store operations, ensuring efficient opening and closing procedures.
- Led shifts with precision, enhancing team productivity and customer satisfaction.
- Developed skills in team coordination and problem-solving during peak hours.
- Implemented procedures that improved operational efficiency and service quality.
- Contributed to a positive work environment, fostering teamwork and collaboration.
- Maintained high standards of cleanliness and safety protocols, ensuring compliance and fostering a welcoming environment for customers.
- Coordinated staff training sessions, empowering team members with essential skills and fostering a culture of collaboration and support.
Education
High School Diploma -
Jefferson County High School
Jefferson County03-2016
Skills
- Night Audit (Experienced), Phone Etiquette (Experienced), Food Safety (Skillful), Sales (Experienced), Upselling (Skillful), Hotel experience (Expert), Front Desk (Expert), Cleaning (Skillful), Payroll (Skillful), Computer skills (Experienced), Office Management (Experienced), Cash register (Expert), Typing (Skillful), Administrative Experience (Experienced), Guest services, Microsoft Word, Microsoft Outlook, Hospitality, POS, Microsoft Excel, Cash handling, Microsoft Office, Order entry, Training delivery, Customer service, Schedule management, Invoicing, Daily Reports, DOS System, Organizational skills
Timeline
FRONT DESK REPRESENTATIVE-NIGHT AUDIT-FRONT OFFICE MANAGER
Spring Hill Suites/Courtyard
11.2021 - Current
FRONT DESK RECEPTIONIST/GROUP SALES
Grand Smokies Resort Lodge
05.2020 - 11.2021
BOJANGLES MANAGER
Bojangles’ Restaurants, Inc
04.2018 - 03.2020
MCDONALDS MANAGER
McDonald's
07.2014 - 09.2016
High School Diploma -
Jefferson County High School