NICOLE LILLY
Fairborn,Ohio
Summary
Reliable Customer Service Representative with high achievements in customer service, sales, client relations. Self-directed, self-motivated, upbeat and friendly team player who also works well independently and is passionate about helping customers and delivering exceptional customer service.
Front Desk Management Professional with strong expertise in guest relations and administrative duties. Skilled in team collaboration, problem-solving, and adapting to changing circumstances. Known for effective communication and organizational abilities, ensuring smooth operations and high levels of customer satisfaction. Reliable and results-focused, consistently meeting and exceeding expectations.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
35
35
years of professional experience
Work History
Front Desk Manager
Holiday Inn
01.2018 - Current
- Always providing a professional and friendly service for the guest
- Dealing with customers, including handling complaints when they come to the desk
- Checking guests in and out, answering phones and questions, billing, group reservations, being knowledgeable and helpful in all departments
- Knowledge in working all shifts when needed
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Attended staff meetings and brought issues to attention of upper management.
- Resolved guest complaints by addressing issues with rooms promptly.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Ensured data accuracy through regular audits of guest profiles.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Guest Service Representative
Country Inn and Suites
01.2015 - 01.2018
- Checking in and out customers
- Worked as a team member performing cashier duties, product assistance and cleaning, successfully interacted with customers, guaranteed positive customer experiences and resolving customer complaints
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
Shift Leader Manager
Bob Evans
01.1995 - 01.2007
- Responsible for all opening and closing shifts duties
- Managed, accounted and recorded differences between cash, credit, and safe amounts
- Hired, trained, motivated, and supervised front and back of the house employees
- Resolved customer concerns to ensure satisfaction and retention
Deli Clerk
Big Bear
01.1994 - 01.1995
- Operated a variety of machines used to prepare product for display, sales, and distribution
- Prepped and prepared product to display for sale
- Responsible for quality control and maintenance of product
Maintenance/Janitorial
DUO Janitorial
01.1990 - 01.1994
- Communicated all repairs needed on priority basis to the management
- Swept, mopped and waxed floors daily
- Maintained a clean and sanitized environment daily
- Maintained various construction sites, office, and medical buildings
Education
High School Diploma -
Tug Valley High School
Williamson, West VirginiaSkills
- Strong organizational skills
- Energetic work attitude
- 100% dedicated
- Team player
- Cash handling accuracy
- Check handling accuracy
- Credit handling accuracy
- Excellent multi-tasker
- Strong communications skills
- Exceptional customer service training
- Independent thinker
- Ability to learn new tasks in a timely and efficient manner
- Customer service
- Computer skills
- Staff scheduling
- Cleanliness and sanitation
- Check-in and Check-out procedures
- Industry expertise
- Honesty and integrity
- Problem-solving skills
- Detail-oriented
- Workplace safety
- Problem-solving
- Financial transactions
- Team management
- Cleaning and sanitizing
- Guest relations
- Safe food handling practices
- Customer service expertise
- Punctual and reliable
- Product sales
- Flexible schedule
- Strong work ethic
- Compliance management
- Conflict management
- Food preparation
- Data entry proficiency
- Opening and closing procedures
- Food safety
- Leadership qualities
- Staff training and onboarding
- Hospitality service expertise
- Staff motivation
- Guest orientation
- Hospitality services
- Data entry
- Schedule management
- Equipment safety
- Oral and written communications
- Food and beverage area setup
- Safe food handling
- Accurate money handling
- Reception expertise
- Information protection
- Hiring and recruiting
- Sanitation practices
- Listening skills
- Basic accounting
- Hospitality management
- Energetic and enthusiastic
- Inventory controls
- Reservation processing
- Delegating work
- Time management
- Data inputting
- Staff supervision
- Team development
- Key management system
- Daily reporting
- Tech-Savvy
- Inventory monitoring
- Handling customer complaints
- Safety compliance
- Inventory control
- Platter and tray preparation
- Delegating work assignments
Accomplishments
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
- Supervised team of 9 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
Timeline
Front Desk Manager
Holiday Inn
01.2018 - Current
Guest Service Representative
Country Inn and Suites
01.2015 - 01.2018
Shift Leader Manager
Bob Evans
01.1995 - 01.2007
Deli Clerk
Big Bear
01.1994 - 01.1995
Maintenance/Janitorial
DUO Janitorial
01.1990 - 01.1994
High School Diploma -
Tug Valley High School
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