Rachel Kelty
BLACK RIVER FALLS,WI
Summary
Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.
Overview
1
1
year of professional experience
Work History
Front Desk Supervisor
Surestay Plus Hotel By Best Western
02.2021 - 02.2022
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Scheduled and assigned daily work and activities for [Job title]s.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Collected room deposits, fees and payments.
- Checked guests in out of hotel, made reservations and processed payments.
- Prepared weekly employee work schedules for team members.
- Kept accounts in balance and ran daily reports to verify totals.
- Built talented team through hiring and training new associates.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Balanced hotel accounts at end of day.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained transaction security by verifying payment cards against identification.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted and welcomed new members, establishing and updating memberships to Best Western Rewards programs.
- Planned coverage needs and organized services to support incoming special events.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Conducted financial audits on scheduled basis.
- Explained details regarding property to acclimate patrons to resort environment.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Protected guest valuables with main safe or in individual boxes to maximize security.
Education
Bachelor of Science - Legal Studies
Purdue University
West Lafayette, IN02.2024
Skills
- Sales Expertise
- Compliance Requirements
- Office Meetings
- Safety and Security
- System Updates
- Problem-Solving Skills
- Customer Service Management
- VIP Guest Relations
- Guest Amenities
- Time Management
- File Management
- Automated Telephone Systems
- Rate Changes
- Hotel Reservation Systems
- Cash Handling
- Check-In and Check-Out Procedures
- VIP Priority Options
- Issue Resolution
- Room Assignments
- Transportation Information
- Interviewing and Hiring
- Inventory Oversight
- Account Changes
- Calendar Management
- Multi-Line Phone Systems
- Confirmations and Cancellations
- Financial Information Review
- Professional Relationships
- Payment Processing
- Property Management Systems
- Maintenance Requests
- POS System Operations
- Property Information
- Written and Oral Communications
- Guest Satisfaction
- Group Room Block Reservations
- Hospitality and Accommodation
- Complimentary Breakfast Coordination
- Conflict Mediation
- Planning and Prioritization
- Effective Customer Service
- Telephone Etiquette
- Administrative Skills
- Property Tours
- Maintenance Team Collaboration
- Checking Reservations
- Report Preparation
- Complaint Management
- Operations Management
- Credit and Cash Payments
- Maintaining Clean Work Areas
- Property Security
- Listening Skills
- Organization and Recordkeeping
- Guest Registration
- Staff Training
- Employee Performance Reviews
- Shift Scheduling
- Cafe Inventory
- Guest Relations
- Staff Supervision
- Microsoft Office
- Office Supplies and Inventory
- Registration
- Promotions
Timeline
Front Desk Supervisor
Surestay Plus Hotel By Best Western
02.2021 - 02.2022
Bachelor of Science - Legal Studies
Purdue University
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