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
MacDill Air Force Base, FL
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
Pinellas Park, FL
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
Fort Riley North, KS
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, MN01.2025
Associate Degree - Paralegal Studies
St. Petersburg College
St. Petersburg, FL01.2017
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