Lightspeed
Michelle Franco
Hospitality
Austin,TX
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 10 years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Front Desk Supervisor
Austin Southpark Hotel
09.2023 - Current
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collected room deposits, fees, and payments.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Front Desk Supervisor
Marriott San Antonio Airport
06.2022 - 09.2023
- Hotel Opening-OS7E, FF&E, 2022 Hotel opening of the year.
- Answer guest inquires about hotel services, facilities and hours of operation in a timely matter.
- Balanced and prepare individual paperwork for closing shift according to the hotel standards.
- Supervise daily shift process ensuring all associates adhere to standard operating procedures.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
Warehouse Worker
Amazon
07.2020 - 07.2023
- Increased accuracy of inventory records through meticulous documentation and regular audits.
- Achieved timely dispatch of orders using effective time management strategies during picking process.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
Food Service Worker
U.S. Got People
04.2020 - 06.2020
- Enhanced customer satisfaction by maintaining a clean and organized dining area.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Cleaned and organized kitchen, dining and service areas.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
Caregiver
Self-employeed
01.2015 - 04.2020
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Facilitated smooth transitions between home care settings by coordinating services and communicating effectively with all parties involved.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
Party Attendant
Pump It Up
11.2012 - 12.2014
- Reduced setup time between parties through efficient breakdown, cleaning, and preparation techniques for incoming events.
- Elevated guest engagement with energetic facilitation of age-appropriate games and activities throughout each event.
- Streamlined check-in process for guests by implementing organized registration procedures upon arrival at the venue.
- Promoted a safe environment by diligently monitoring guest behavior and addressing any concerns promptly.
Education
No Degree - Criminal Justice
Northeast Lakeview College
Universal City, TX 05.2001 -
High School Diploma -
James Madison High School
San Antonio, TX 08.2010 - 06.2014
Skills
Issue Resolution
undefinedSoftware
Micros
Microsoft Office
GXP
FSPMS
Saflok
Certification
Food handlers
Timeline
Front Desk Supervisor
Austin Southpark Hotel
09.2023 - Current
Front Desk Supervisor
Marriott San Antonio Airport
06.2022 - 09.2023
Warehouse Worker
Amazon
07.2020 - 07.2023
Food Service Worker
U.S. Got People
04.2020 - 06.2020
Caregiver
Self-employeed
01.2015 - 04.2020
Party Attendant
Pump It Up
11.2012 - 12.2014
High School Diploma -
James Madison High School
08.2010 - 06.2014
No Degree - Criminal Justice
Northeast Lakeview College
05.2001 -
Food handlers
TABAC
First Aid, CPR and AED Certified
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