Summary
Overview
Work History
Education
Skills
Certificationsandachievements
Volunteerandcommunityinvolvement
REFERENCES
Timeline
Generic

Porcelain Griffin

Tampa,FL

Summary

Professional with a strong background in management, customer service, administrative tasks, and poised to excel in a pivotal role. Recognized for a positive attitude, effective communication skills, adaptability, and ability to stay focused and reliable in fast-paced environments. Proficient in managing front desk operations, coordinating with team members, and consistently delivering results that enhance guest experiences. Demonstrated ability to multitask, problem-solve, and maintain an authentic and welcoming atmosphere.

Overview

9
9
years of professional experience

Work History

Front Desk Agent

MacDill Inn
11.2023 - Current
  • Company Overview: Military Hotel
  • Provided excellent customer service to military and civilian guests, ensuring a welcoming and seamless check-in/check-out experience
  • Handled guest inquiries, resolved conflicts, and maintained a 95% guest satisfaction rate
  • Coordinated with housekeeping and maintenance teams to ensure timely issue resolution
  • Managed reservations and utilized property management systems to track room availability and financial transactions
  • Military Hotel
  • 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.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Enforced policies and procedures to increase efficiency.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • 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.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
  • Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Maintained high levels of guest privacy by securely managing personal information.
  • Facilitated welcoming environment, greeting guests upon arrival.
  • Enhanced guest satisfaction by providing timely and courteous front desk service.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Contributed to higher occupancy rates through outstanding customer service.
  • Resolved guest complaints with effective problem-solving, improving overall guest experience.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.
  • Managed inventory of front desk supplies, keeping essential items well-stocked.
  • Improved team communication with daily briefing on occupancy, events, and guest requests.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Kept accounts in balance and ran daily reports to verify totals.

Various Roles (Server, Team Lead, Trainer)

Olive Garden
06.2015 - Current
  • Delivered exceptional service in a fast-paced, customer-focused environment, leading to consistent recognition as a top performer
  • Developed and implemented successful onboarding program.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Improved employee skill sets by developing comprehensive training programs tailored to individual needs.
  • Teamed with managers to brainstorm ways to enhance and improve training effectiveness.
  • Evaluated trainee progress through assessments and feedback surveys, refining course content as needed for maximum effectiveness.
  • Introduced innovative gamification strategies into training sessions, making learning more enjoyable while reinforcing key concepts.
  • Motivated trainees and associates by demonstrating positive attitude to improve productivity.
  • Evaluated training needs to improve training quality.
  • Provided coaching and mentoring to employees.
  • Established and maintained quality control standards.


Supervisor, Front Desk & Housekeeping

IHG Army Hotels
03.2021 - 03.2023
  • Supervised front desk and housekeeping operations for a military lodging facility, leading a team of 15 staff members
  • Trained and mentored employees, resulting in a 20% improvement in operational efficiency and guest satisfaction scores
  • Developed and implemented process improvements to streamline guest services and housekeeping workflows
  • Resolved escalated guest concerns, demonstrating empathy and problem-solving expertise
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
  • Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
  • Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Increased customer retention rates by implementing customer feedback into actionable improvements.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Created and managed project plans, timelines and budgets.
  • Maintained database systems to track and analyze operational data.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Collected, arranged, and input information into database system.

Education

Bachelor of Science - Psychology

Capella University
Minneapolis, MN
01.2025

Associate Degree - Paralegal Studies

St. Petersburg College
St. Petersburg, FL
01.2017

Skills

  • Leadership & Team Management
  • Digital Marketing Understanding
  • Technical Proficiency
  • Guest services
  • Coaching and mentoring
  • Data entry
  • Phone and email etiquette
  • Problem-solving
  • Team building
  • Conflict management
  • Training and mentoring
  • Administrative support
  • Microsoft office

Certificationsandachievements

  • Employee of the Month Recognition (MacDill Inn)
  • Completion of Leadership Training Program (IHG Army Hotels)
  • Certificates in Customer Service Excellence (Olive Garden Internal Program)

Volunteerandcommunityinvolvement

  • Volunteer at James A. Haley Veterans’ Hospital, Rehabilitation Clinic

REFERENCES

Lashunda Whyte

(785) 226-3469

Housekeeping Manager

IHG Army Hotels


Cynthia Godwin

(727) 515-2289

Retired Major

United States Air Force


Elbert Gardner

(727) 692-5236

Retired Chief Master Sergeant

United States Air

Timeline

Front Desk Agent

MacDill Inn
11.2023 - Current

Supervisor, Front Desk & Housekeeping

IHG Army Hotels
03.2021 - 03.2023

Various Roles (Server, Team Lead, Trainer)

Olive Garden
06.2015 - Current

Bachelor of Science - Psychology

Capella University

Associate Degree - Paralegal Studies

St. Petersburg College

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Porcelain Griffin