Michele Jolley
Murray,UT
Summary
Dynamic hospitality professional with a proven track record at Snow King Motel, enhancing guest experiences and revenue management. Excelled in guest services management and training, significantly improving satisfaction and operational efficiency. Skilled in fostering relationships and multitasking, ensuring top-notch guest accommodations and relations. Achieved notable growth in customer service ratings and business referrals through innovative strategies and a focus on quality and security.
Overview
13
13
years of professional experience
Work History
Motel Manager
Snow King Motel
09.2018 - 10.2023
- Handled guest complaints efficiently, resolving issues quickly to maintain satisfaction levels consistently high.
- Improved guest satisfaction by implementing efficient check-in and check-out procedures.
- Coordinated events held at the motel facility, ensuring seamless execution of special occasions that met clients'' expectations.
- Managed daily operations for better customer service and increased revenue.
- Trained staff on best practices, enhancing overall motel performance and guest experience.
- Streamlined housekeeping processes to ensure clean and comfortable rooms for guests.
- Conducted regular property inspections to address maintenance issues promptly, maintaining a well-kept appearance for the motel.
- Developed strong relationships with local businesses to increase referrals and drive business growth.
- Analyzed financial reports to identify areas of opportunity for revenue growth or expense reduction while maintaining quality standards in all aspects of the motel operation.
- Overhauled safety protocols, ensuring a secure environment for guests and employees.
- Increased customer service ratings through personable service.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
Front Desk Agent
Townsquare Inns/Antler Inn
05.2010 - 10.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Did night audit
Education
No Degree - Accounting
SLCC
Salt Lake City, UT01-1984
Skills
- Revenue management
- Hospitality
- Guest services management
- Guest experiences
- Training and mentoring
- Guest accommodations
- Office and staff streamlining
- Housekeeping oversight
- Disciplinary action and termination
- Front office staff
- Reservation Management
- Front office operations
- Multitasking Abilities
- Reliability
- Hotel operations
- Guest Relations
Timeline
Motel Manager
Snow King Motel
09.2018 - 10.2023
Front Desk Agent
Townsquare Inns/Antler Inn
05.2010 - 10.2023
No Degree - Accounting
SLCC
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