Michelle Black
Birmingham
Summary
Professional with knack for hospitality management, recognized for enhancing guest satisfaction and operational efficiency. Known for fostering team collaboration and maintaining high standards in all interactions. Reliable and adaptable with focus on effective communication and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Front Desk Supervisor
HRI Hospitality - Tutwiler Hotel
Birmingham, AL
08.2024 - Current
- Supervised front desk operations, enhancing guest service and satisfaction.
- Resolved guest complaints effectively, ensuring positive experiences and retention.
- Collaborated with housekeeping to maintain high standards of room readiness.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Coordinated room assignments and reservations using property management software.
- Implemented process improvements that streamlined check-in/check-out procedures.
Night Audit
Redmont Hotel
03.2023 - 07.2024
- Balancing the accounts from day shift.
- Managing front desk activity and handling guest check-ins and check-outs.
- Handling customer requests and complaints.
- Managing and updating all official documentation pertaining to the role.
- Ensuring that all end-of-day activities have been successfully executed.
Night Audit
Homewood Suites by Hilton
01.2022 - 03.2023
- Balancing the accounts from day shift.
- Managing front desk activity and handling guest check-ins and check-outs.
- Handling customer requests and complaints.
- Managing and updating all official documentation pertaining to the role.
- Ensuring that all end-of-day activities have been successfully executed.
Resident Care Assistant
Brookdale at University Park
01.2017 - 03.2020
- Worked cooperatively with staff to ensure all residents received proper care.
- Communicated any problems, concerns, or issues to residents' family members as needed.
- Established rapport with residents by establishing personal connections and showing interest in their lives.
- Lead daily group and individual activities for entertainment.
Finance Specialist
East Birmingham C.O.G.I.C.
05.2001 - 05.2006
- Designed a comprehensive filing system, filed and retrieved records, as well as, responsible for attendance verification.
- Created Excel spreadsheets to summarize financial activity for multiple accounts and collections.
Wire Transfer Specialist
Regions Financial Institution
08.1998 - 02.2001
- Responsible for taking telephone requests and processing outgoing domestic funds.
- Process wire transfer requests and entries to customer, general ledger, and correspondent accounts.
- Assisted customers and bank personnel in researching problems and inquiries.
Education
B.S. - Business Administration
Alabama A&M University
05-1998
Skills
- Over five year’s customer service experience emphasizing a collaborative yet decisive style
- Highly inquisitive, creative, and resourceful
- Persuasive skills, both written and verbal
- Adept at building productive customer relationships to further the organization’s goals
- Time management
- Problem-solving skills
- Guest relations
Timeline
Front Desk Supervisor
HRI Hospitality - Tutwiler Hotel
08.2024 - Current
Night Audit
Redmont Hotel
03.2023 - 07.2024
Night Audit
Homewood Suites by Hilton
01.2022 - 03.2023
Resident Care Assistant
Brookdale at University Park
01.2017 - 03.2020
Finance Specialist
East Birmingham C.O.G.I.C.
05.2001 - 05.2006
Wire Transfer Specialist
Regions Financial Institution
08.1998 - 02.2001
B.S. - Business Administration
Alabama A&M University