Rebecca Holloway
Cypress,TX
Summary
Dynamic Front Office Manager at Springhill Suites By Marriott with expertise in employee supervision and reception operations. Proven track record in enhancing customer satisfaction and streamlining check-in processes. Skilled in policy modification and safety procedures, fostering a positive work environment while achieving operational excellence.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Courtyard by Marriott
04.2025 - Current
- Collected room deposits, fees, and payments for a 150-room property.
- Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification, with an average check-in time of less than four minutes.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold a polished company image.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Trained new staff members in customer service techniques and hotel operations.
Front Office Manager
Springhill Suites By Marriott
08.2024 - Current
- Supervised and guided seven front desk agents and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members, leading to an increase of Intent to Recommend scores by 17.3% in six months
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
Server
Cisco's Salsa Co
05.2024 - 07.2024
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Bussed and reset four to eight table sections to keep dining room and work areas clean.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
Bartender
Shane's Saloon
09.2023 - 04.2024
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Served high customer volumes during special events, nights, and weekends.
Cocktail Server
Bogie's Billiards
06.2022 - 09.2023
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained clean and organized bar area.
- Maintained accuracy and efficiency when processing sales transactions.
- Communicated with guests to record orders and assess needs.
- Anticipated guest needs and provided proactive service.
- Answered customers' questions, recommended items, and recorded order information.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
House Cleaner
The Cleaning Authority
06.2020 - 07.2022
- Delivered quality customer service to address urgent needs and cleaning requests.
- Emptied trashcans and transported waste to collection areas.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Stay at Home Mom
N/A
02.2018 - 06.2020
Private Nanny
Private
06.2017 - 02.2018
- Taught children everyday skills and language.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
- Prepared healthy, age-appropriate snacks and meals.
Waitress
Denny's
12.2014 - 06.2017
- Used cash registers and credit card machines to cash out customers.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
Cypress Fairbanks Highschool
Cypress, TX06-2015
Skills
- Lobby oversight
- Transportation information
- Credit and cash payments
- Safety and security procedures
- Room assignments
- Policy and procedure modification
- Reception operations
- Schedule management
- Employee supervision
Timeline
Front Desk Agent
Courtyard by Marriott
04.2025 - Current
Front Office Manager
Springhill Suites By Marriott
08.2024 - Current
Server
Cisco's Salsa Co
05.2024 - 07.2024
Bartender
Shane's Saloon
09.2023 - 04.2024
Cocktail Server
Bogie's Billiards
06.2022 - 09.2023
House Cleaner
The Cleaning Authority
06.2020 - 07.2022
Stay at Home Mom
N/A
02.2018 - 06.2020
Private Nanny
Private
06.2017 - 02.2018
Waitress
Denny's
12.2014 - 06.2017
High School Diploma -
Cypress Fairbanks Highschool
Similar Profiles
Jenina DayaoJenina Dayao
Hotel Night Auditor at Marriott International, Inc. Courtyard by MarriottHotel Night Auditor at Marriott International, Inc. Courtyard by Marriott
James F. BrockingtonJames F. Brockington
Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.Dual Chief Engineer, Task Force. at Residence Inn by Marriott & Courtyard by Marriott.
Harmony LoweHarmony Lowe
Guest Service Representative at Courtyard by MarriottGuest Service Representative at Courtyard by Marriott
Arlicia CravenArlicia Craven
Professional Driver at MV Transportation ServicesProfessional Driver at MV Transportation Services
Isabella CifuentesIsabella Cifuentes
Summer Camp Counselor at Life Time FitnessSummer Camp Counselor at Life Time Fitness