Nayanna Callaway
Tampa,FL
Summary
Dynamic Front Desk Supervisor at Providence Hospitality with a proven track record in guest relations and staff training. Enhanced guest satisfaction through effective problem-solving and streamlined operations, contributing to increased occupancy rates. Skilled in cash management and fostering team collaboration, driving exceptional customer service and loyalty.
Overview
4
4
years of professional experience
Work History
Front Desk Supervisor
Providence Hospitality
12.2023 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Attended staff meetings and brought issues to attention of upper management.
- Checked guests in out of hotel, made reservations, and processed payments.
- Resolved guest complaints by addressing issues with rooms promptly.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Assistant Manager
Dollar General
09.2023 - 12.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Assistan Manager
Tropical Smoothie Cafe
03.2021 - 12.2022
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
Customer Service Representative
GDiT
02.2021 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Education
High School Diploma
Brandon Community Center
Tampa, FL06.2019
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Customer service management
- Training and mentoring
- Team building proficiency
- Staff supervision
- Staff training and development
- Team building and supervision
- Scheduling and planning
- Reservation management
- Listening skills
- Issue resolution
- Staff development
- Administrative skills
- System updates
- Cash handling accuracy
- Cash handling
- Cash management
- Property management systems
- Rate changes
- Staff training
- Effective planning
- Decision making aptitude
- Revenue management
Timeline
Front Desk Supervisor
Providence Hospitality
12.2023 - Current
Assistant Manager
Dollar General
09.2023 - 12.2023
Assistan Manager
Tropical Smoothie Cafe
03.2021 - 12.2022
Customer Service Representative
GDiT
02.2021 - 11.2022
High School Diploma
Brandon Community Center
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