Nicole Chastain
Midway
Summary
Self-motivated Guest Service Manager brings proven leadership, organizational, and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
14
14
years of professional experience
1
1
Certification
Work History
HOA Administrator
All Seasons HOA Management
08.2016 - 04.2024
- Assist with the management of multiple homeowner associations
- Coordinate and conduct monthly, quarterly, and annual Board of Directors' meetings
- Answer questions for current owners, prospective owners, and real estate agents
- Draft and send critical communications to owners, tenants, and rental managers
- Implement violations and fines, as necessary, to uphold the governing documents and rules and regulations, specific to each association
Guest Service Manager
Hilton Grand Vacations
08.2018 - 12.2019
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities
- Attended to customer needs, responding to questions, complaints and escalations
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality
- Managed and trained team of front desk and valet/bellman staff, fostering a supportive work environment and enhancing overall performance
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills
- Oversaw all operations related to guest experience
Ski Coach
Wasatch Freestyle Foundation
01.2010 - 04.2017
- Coached arising freestyle skiers who were en route to international success in the sport of mogul skiing
Front Desk Agent
Hilton Grand Vacations
03.2014 - 08.2016
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
Education
No Degree - In Progress of Associate's Degree
Utah Valley University
Orem, UT05.2026
Skills
- Customer Service
- Team Building & Leadership
- Attention to Detail
- Personable and Approachable
- Decision-Making
- Guest Resolution & De-escalation
- Problem Solving
- Recordkeeping/File Management
- Office Administration
- Administrative Support
- MS Office
- Office Management
- Documentation And Reporting
Accomplishments
- 2015 Hilton 'Spirit of Service' award winner
- 4.0 GPA in college
- Supervised and managed team of 25 front of house hotel employees and led our team from historic low service scores to historic high service scores
Certification
- Certified Nurse Assistant
Timeline
Guest Service Manager
Hilton Grand Vacations
08.2018 - 12.2019
HOA Administrator
All Seasons HOA Management
08.2016 - 04.2024
Front Desk Agent
Hilton Grand Vacations
03.2014 - 08.2016
Ski Coach
Wasatch Freestyle Foundation
01.2010 - 04.2017
No Degree - In Progress of Associate's Degree
Utah Valley University