Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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NATASHA SUTHERLAND

NATASHA SUTHERLAND

BROOKLYN,NY

Summary

Detail-oriented Assistant Front Office Manager with more than 7 years of excellent communication and customer service skills. Dedicated to providing exceptional and quality service to guests and employees. Recognized for a strong work ethic and commitment to privacy and accuracy. Efficient at multi-tasking and prioritizing. Skilled in working under pressure and adapting to new situations and challenges to best enhance the a brand.


Overview

22
22
years of professional experience

Work History

Assistant Front Office Manager

CODA Williamsburg Hotel
04.2023 - 07.2023
  • Served as manager on duty for hotel and managed front desk operations in absence of Front Office Manager.
  • Ensured front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer PMS systems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Greeted and assisted VIP guests by gathering information pertaining to reservations or requests.
  • Hired, managed, and developed staff, and conducted performance reviews.
  • Facilitated daily departmental briefings.
  • Supervised payroll corrections for accuracy and duplications.
  • Coached employees through day-to-day work and complex problems.
  • Interacted with customers by phone, email, or in-person to provide information
  • Interacted with customers by phone, email, or in-person to provide information.

Whatever-Whenever Agent/PBX Operator

W Hotel Times Square
12.2014 - 09.2022
  • Answered, screened and forwarded incoming calls to internal personnel and departments, directed external calls to designated departments.
  • Supported guests by managing 100+ calls per day efficiently while maintaining professionalism and upbeat tone.
  • Created and maintained company phone directory with current extensions and staff information.
  • Scheduled and executed daily wake-up calls.
  • Trained and mentored new Whatever-Whenever agents/PBX operations employees.
  • Provided guest assistance and recommendations for restaurants, tourist attractions, bus tours and private car services.
  • Picked up, logged, delivered and shipped packages/parcels/mail for guests.
  • Utilized up-selling techniques to promote hotel services and facilities.
  • Collected and returned laundry in timely manner.
  • Demonstrated thorough knowledge of hotel information including room categories, room rates, packages, promotions, local area and other general product knowledge.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Flight Attendant

American Eagle/American Airlines
01.2011 - 11.2013
  • Represented company with professional well-groomed presence while providing safety, comfort and excellent customer service.
  • Performed security sweeps throughout flight with cabin and other flight crew members in accordance to FAA regulations.
  • Trained in wide range of safety procedures including; First-aid, CPR, Heimlich Maneuver, and Emergency/Hijacking evacuations.
  • Acted as ambassador between airline and customers.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to 100+ passengers.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations

Senior Administrative Assistant

NYU Langone Medical Center - Outpatient Radiology
04.2007 - 12.2010
  • Delivered exceptional customer service by greeting and assisting every client.
  • Scheduled clients for appointments and exams.
  • Answered multi-lined telephones and directed calls accordingly.
  • Processed and verified billing information, authorizations and insurance policies using online insurance websites.
  • Responsible for accounts receivable, payment collections, and batching out credit card machines.
  • Familiarized in medical terminology and ICD 9 codes Submitted Inter-Office Invoices, Worker's Comp and No-Fault claims
  • Trained new employees and provided coverage for other departments within practice.

Senior Childcare Worker

St. Anne's Institute
12.2001 - 12.2005
  • Ensured proper supervision and managed a case load of 23 - 26 emotionally disturbed residents ages 12 - 18.
  • Oversaw team of 6 childcare workers.
  • Evaluated employee performance and coached on areas in need of improvement.
  • Coordinated schedules and team assignments.
  • Developed and implemented lesson plans, activities and field trips.
  • Monitored children's activities to verify safety and wellbeing.
  • Implemented daily routines and activities to stimulate and engage children.
  • Encouraged children's emotional and social development.
  • Provided support and guidance to children in conflict resolution.
  • Documented progression if day in daily log.


Education

Bachelor of Arts - Sociology /Africana Studies

SUNY At Albany
Albany, NY

Skills

  • Lightspeed, Opera, StaynTouch, HotSOS
  • ADP
  • Front Office Management
  • Staff Supervision
  • Data Entry
  • New Hire Training
  • GXP/Empower
  • Switchboard Operations/SMS Text Chat Champion
  • MS Office/Corel Suite/Google Suite
  • Mac/PC Proficient
  • EPIC, Syngo Workflow, Cerner and IDX RAD
  • Great Telephone Etiquette
  • Guest Registration
  • Clerical Support
  • Customer Service
  • Operations Management
  • Guest Satisfaction

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The supernatural is the natural not yet explained.
Elbert Hubbard

Timeline

Assistant Front Office Manager

CODA Williamsburg Hotel
04.2023 - 07.2023

Whatever-Whenever Agent/PBX Operator

W Hotel Times Square
12.2014 - 09.2022

Flight Attendant

American Eagle/American Airlines
01.2011 - 11.2013

Senior Administrative Assistant

NYU Langone Medical Center - Outpatient Radiology
04.2007 - 12.2010

Senior Childcare Worker

St. Anne's Institute
12.2001 - 12.2005

Bachelor of Arts - Sociology /Africana Studies

SUNY At Albany

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NATASHA SUTHERLAND