Michelle Moody
Ansted
Summary
Dynamic professional with extensive experience at Adventures on the Gorge, excelling in reservation management and customer service. Proven ability to enhance operational efficiency and resolve client inquiries effectively. Skilled in strategic planning and team collaboration, consistently achieving high customer satisfaction and fostering positive relationships.
Overview
20
20
years of professional experience
Work History
Reservationist/Front Desk for Administration
Adventures on the Gorge
Lansing
09.2023 - Current
- Managed incoming reservation requests for various outdoor adventure activities.
- Coordinated customer schedules for rafting, zip-lining, and lodging experiences.
- Assisted guests with inquiries about services and availability of activities.
- Processed payment transactions efficiently for bookings and merchandise sales.
- Communicated effectively with team members to ensure smooth operations.
- Updated reservation systems to reflect changes in bookings and cancellations.
- Provided exceptional customer service to enhance guest experiences on-site.
- Trained new staff on reservation protocols and customer interaction techniques.
- Resolved customer complaints in a professional manner.
- Provided customer service to ensure guest satisfaction.
- Provided assistance to front desk staff during peak times or when needed.
- Handled cash transactions accurately when taking payment for rooms or services rendered by the hotel.
- Assisted customers in making reservations over the phone and online.
- Performed administrative tasks such as filing documents related to reservations.
- Created weekly and monthly summaries of all bookings made by customers.
- Responded promptly to emails sent by customers regarding their inquiries.
- Maintained a friendly environment to encourage repeat business from customers.
- Developed promotional strategies aimed at increasing occupancy rate.
- Prepared daily reports on occupancy, arrivals and departures of guests.
- Updated reservation records, availability, rates and other data into computer system.
- Advised management on current trends in customer service practices.
- Greeted guests and provided them with necessary information about hotel services.
- Checked availability of rooms upon request from potential customers.
- Managed cancellations and changes in existing reservations.
- Answered guests' questions regarding local attractions and directions.
- Conducted research on competitors' pricing structure and services offered.
- Ensured accuracy of all customer information entered into the system.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Researched and resolved customer issues.
- Relayed information on availability, pricing, and discounts to customers.
- Reviewed guest information and payment options, checking for accuracy, and completeness.
- Verified guest information and payment options ensuring accuracy and completeness.
- Managed daily office operations and coordinated schedules for executives.
- Maintained filing systems and updated records for efficient information retrieval.
- Assisted in preparing reports and presentations for internal and external stakeholders.
- Facilitated travel arrangements and itineraries for staff attending conferences or events.
- Trained new administrative staff on office procedures and company protocols.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Provided administrative support to the Office Manager and other staff members.
- Greeted visitors and directed to appropriate location or person.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Managed calendar reminders for upcoming deadlines or events associated with the office.
- Updated contact lists on a regular basis; created new contacts as needed.
- Sent and distributed mail and parcels.
- Anticipated leadership needs by preparing or gathering records, reports and correspondence.
- Assisted customers with product selection and inquiries.
- Maintained product displays and ensured store cleanliness.
- Processed sales transactions using point-of-sale systems.
- Provided exceptional customer service to enhance shopping experience.
- Assisted in the preparation of grounds for special events, such as weddings and corporate meetings.
- Organized special events such as weddings, reunions or corporate retreats within the Inn's facilities.
- Assisted servers by communicating guest needs and special requests.
- Maintained cleanliness of the host stand and dining area throughout service.
Office Manager
Tj's Custom Apparel
Ocean Springs
03.2006 - 09.2023
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Managed office budget to handle inventory, postage and vendor services.
- Interpreted and communicated work procedures and company policies to staff.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Managed office inventory and placed new supply orders.
- Reviewed files and records to obtain information and respond to requests.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Provided administrative support to management team including preparing reports and presentations.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Maintained filing system for records, correspondence and other documents.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Resolved customer inquiries and complaints requiring management-level escalation.
Store Manager
Blessons Boutique
Ocean Springs
05.2014 - 05.2018
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Monitored employee performance and identified performance gaps for corrective action.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Analyzed financial data to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Managed daily banking activities such as deposits and withdrawals.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Planned special promotions or discounts based on market trends.
- Provided feedback on marketing campaigns to improve effectiveness.
- Developed relationships with suppliers to negotiate better prices.
- Established customer service standards and monitored staff compliance.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Created weekly work schedules for store personnel.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Maintained accurate records of employee performance reviews.
- Updated POS system with new products and promotional offers.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Trained and mentored associates to teach daily tasks and procedures.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Organized promotional events to increase product awareness.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Assessed operational efficiency of the store's departments.
- Monitored inventory levels and placed orders to restock shelves.
- Performed regular price checks to ensure competitive pricing.
- Prepared monthly reports on sales figures, expenses, profits.
- Updated and maintained store signage and displays.
- Developed strategies to maximize sales and profitability.
- Implemented efficient systems for tracking stock movement.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Formed and sustained strategic relationships with clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
Human Resources Administrator
Mosaic Tapas Restaurant & Bar
Ocean Springs
02.2017 - 02.2018
- Supervised onboarding process for newly hired employees, including distribution of all paperwork.
- Answered employee questions regarding health benefits and 401k options.
- Oversaw benefits enrollment process by answering questions and assisting employees with login details.
- Built and developed lasting relationships with employees, peers, upper management and outside vendors.
- Completed reports and employment forms.
- Managed all human resource documentation, including new hire letters, employee contracts and corporate policies and procedures.
- Regularly updated HR databases to reflect employee information, changes in benefits and other details.
- Handled employee conflicts efficiently while following all company procedures.
- Monitored compliance with employment laws and regulations.
- Oversaw new employee onboarding procedures from initial training to skill development.
- Maintained employee records, ensuring accuracy and confidentiality of all documents.
- Advised managers on disciplinary actions when necessary while following company policies and procedures.
- Liaised between employees and benefit providers, serving as resource to answer benefit-related questions.
- Processed new hire paperwork and conducted onboarding orientations.
- Developed job postings for open positions and managed applicant tracking system.
- Answered questions from current or potential employees regarding benefits packages or other HR related matters.
- Provided assistance in the performance management process, including setting goals and objectives.
- Assisted in the recruitment process by conducting phone interviews and scheduling onsite interviews.
- Investigated workplace incidents or complaints to ensure fair resolution of issues.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Conducted exit interviews and completed employment termination paperwork.
- Hired employees and processed hiring-related paperwork.
- Scheduled or conducted new employee orientations.
Education
High School Diploma -
Chancellor High School
Fredericksburg, VA05.1991
Skills
- Strategic Planning
- Operations Management
- Travel Coordination
- Employee Supervision
- Clerical Support
- Banking Operations
- Policy Implementation
- Contract Negotiations
- Staff Management
- Human Resources
- Reservation management
- Payment processing
- Scheduling coordination
- Customer inquiries
- System updates
- Client relationship management
- Operational efficiency
- Data entry accuracy
- Problem solving
- Effective communication
- Team collaboration
- Conflict resolution
- Staff training
- Professionalism and courtesy
- Patience and tolerance
- Accuracy and precision
- Production leadership
- Customer reservations
- [Software] for reservations
- Upselling proficiency
- Telephone reservations
- Sales
- Quality control
- Microsoft office
- Interpersonal communication
- Regulatory compliance
- Hotel booking
- Customer documentation review
- Flexible schedule
- Computer literacy
- Teamwork and collaboration
Additional Information
I was a stay at home mother until my boys were old enough to be working themselves. I volunteered at my two sons schools for 8 years, loved working with children, teachers, and parents.
Timeline
Reservationist/Front Desk for Administration
Adventures on the Gorge
09.2023 - Current
Human Resources Administrator
Mosaic Tapas Restaurant & Bar
02.2017 - 02.2018
Store Manager
Blessons Boutique
05.2014 - 05.2018
Office Manager
Tj's Custom Apparel
03.2006 - 09.2023
High School Diploma -
Chancellor High School