Raven Williams
Trezevant,TN
Summary
Dynamic hospitality professional with a proven track record at Hilton, excelling in guest services management and adept in hotel software like OnQ and Opera. Enhanced guest satisfaction through effective complaint resolution and staff training, significantly improving operational efficiency. Skilled in multitasking and fostering positive guest experiences, demonstrating a strong capability in both interpersonal and technical skills. Hospitality is not something you do, it's something you are. I am eager to demonstrate my capabilities and expertise in a professional context.
Overview
4
4
years of professional experience
Work History
Taskforce GSA
Queens, NY
08.2024 - 10.2024
- Handled guest complaints efficiently, resolving issues quickly to maintain satisfaction levels consistently high.
- Improved guest satisfaction by implementing efficient check-in and check-out procedures.
- Coordinated events held at the hotel facility, ensuring seamless execution of special occasions that met clients'' expectations.
- Managed daily operations for better customer service and increased revenue.
- Trained staff on best practices, enhancing overall hotel performance and guest experience.
- I provided assistance to hotel staff during the U.S Open in New York, contributing to the overall guest experience and operational support during the event.
C. Baldwin Curio Collection by Hilton
Taskforce Front Office Supervisor
Houston, TX
06.2024 - 07.2024
- Trained new staff on correct procedures, compliance requirements, and performance strategies using OnQ.
- Supervised daily front office while manager was absent.
- anticipated guests needs ahead of time and respond efficiently.
- Raise guest experience scores.
- Enroll multiple guests in Hilton honors.
- Exceeding daily kipsu responses.
- Engage with staff on a daily basis and more.
Doubletree by Hilton
Taskforce GSA
Tulsa, OK
04.2024 - 05.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisting airlines arrival and departures on time.
- Taking on front desk shifts when hotel is short staffed.
- Training new hires on OnQ.
- Assisting housekeeping/houseman when short staffed.
Hilton
Taskforce Night Auditor
Boston, MA
07.2023 - 07.2023
- Excellent communication skills, both verbal and written.
- Night audit/ Outlet distribution
- Multitasking and cash handling.
- Posted charges, updated accounts, issued receipts to departing guest.
- Distributed night audit reports to department mangers using A3.
- Perform excellent customer service.
Doubletree by Hilton
Taskforce GSA
Tulsa, OK
05.2023 - 06.2023
- Assisting team members with questions providing support.
- Facilitated successful front desk operations for high volume hotel.
- Greeting incoming and outgoing guest warmly.
- Stayed current on local attractions and events.
- Train new hires on OnQ and Hilton standards.
Homewood Suites
Taskforce GSA/Night Auditor
Atlanta, GA
02.2023 - 04.2023
- Train new hires on OnQ.
- Assist with organizing documents and front office supplies.
- Balance house totals, split third party receipts, accommodate guest requests on the CRM before arrival.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Managed administrative tasks such as copying, filing and faxing documents.
- Built strong relationships with clients through consistent communication, understanding their staffing needs and providing tailored solutions.
- Night Audit.
Hilton
Front Office Supervisor
Knoxville, TN
06.2022 - 02.2023
- Updated team members about changes on hotel products, services and policies.
- Reconciled end of the day reports to determine accurate billing, payment process and more.
- Ensured team followed daily checklist.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Homewood Suites by Hilton
Taskforce GSA
Newburgh, NY
08.2021 - 09.2021
- Relieving hotel during high turnover rate
- Enhanced guest satisfaction by answering inquiries and delivering excellent customer service.
- Completing daily check list.
- Balancing house
- Accommodating guest when hotel is over sold.
- Presented findings to management and executive leadership and fielded questions to help refine strategies.
Sonesta
Taskforce Front Office Supervisor
Boca Raton, FL
06.2021 - 08.2021
- Learn and retain Opera system in the GM's requested deadline.
- managed front desk operations including check-ins, check-outs, and handling reservations.
- Provided exceptional customer service, ensuring guest satisfaction and addressing inquiries promptly.
- Developed and maintained a positive relationships with guest, fostering repeat business and referrals.
Hampton Inn by Hilton
GSA
Wildersville, TN
01.2021 - 06.2021
- Processed payments and maintained financial transactions, adhering to hotel policies and procedures
- Greet guest in an warmly manner
- Assisted guest with local information, recommendations, and arrangements for transportation and activities.
- Insured a smooth check-in and check-out for guests.
- Responded to guest feedback in a timely and professional manner.
- Collaborated with housekeeping and maintenance teams to ensure guest satisfaction and room readiness.
Education
High School Diploma -
West Carroll Jr./ Sr. High
Atwood, TN05-2012
Skills
- Active listening
- Teamwork and collaboration
- Good Telephone Etiquette
- Team management
- Team building
- Communication
Skills
- Strong communication skills
- Problem solving
- Attention to detail
- WPM 50
- Multitasking
- Leadership
- Conflict resolution
- Excellent customer service
Timeline
Taskforce GSA
08.2024 - 10.2024
C. Baldwin Curio Collection by Hilton
Taskforce Front Office Supervisor
06.2024 - 07.2024
Doubletree by Hilton
Taskforce GSA
04.2024 - 05.2024
Hilton
Taskforce Night Auditor
07.2023 - 07.2023
Doubletree by Hilton
Taskforce GSA
05.2023 - 06.2023
Homewood Suites
Taskforce GSA/Night Auditor
02.2023 - 04.2023
Hilton
Front Office Supervisor
06.2022 - 02.2023
Homewood Suites by Hilton
Taskforce GSA
08.2021 - 09.2021
Sonesta
Taskforce Front Office Supervisor
06.2021 - 08.2021
Hampton Inn by Hilton
GSA
01.2021 - 06.2021
High School Diploma -
West Carroll Jr./ Sr. High
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