Summary
Overview
Work History
Education
Skills
Timeline
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Renee Dee

Pigeon Forge,TN

Summary

Experienced customer service professional with over 10 years of expertise in the hospitality industry. Proven track record of improving customer satisfaction and resolving complaints. Seeking a remote customer service role that utilizes exceptional communication skills and a genuine passion for delivering top-level satisfaction.

Overview

7
7
years of professional experience

Work History

Front Desk Supervisor

Marriott
09.2023 - Current
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Assisted with customer inquiries via phone, email, and in-person, consistently achieving a high customer satisfaction rate.
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Collected room deposits, fees, and payments.
  • Completed bi-weekly payroll for 4 employees.

Front Desk Manager

Motel 6
03.2021 - 09.2023
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Managed approximately 30 incoming calls, emails, and faxes per day.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
  • Managed front desk maintenance of client records and lab data.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
  • Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.

Assistant Manager of Guest Services

Hilton
07.2017 - 01.2021
  • Coordinated special events at the property, enhancing the overall guest experience during their stay.
  • Developed training programs for new hires, increasing employee skill sets and reducing turnover rates.
  • Streamlined check-in processes for improved efficiency and reduced wait times for guests.
  • Created personalized experiences for VIP guests, ensuring repeat business and positive reviews.
  • Collaborated with housekeeping staff to ensure timely room availability and optimal cleanliness standards.
  • Supervised a team of guest services associates, fostering a supportive work environment that encouraged professional growth.
  • Implemented guest feedback surveys to identify areas of improvement and adjust services accordingly.
  • Collaborated with sales teams on promotional campaigns targeting specific demographics or market segments.

Education

Bachelor of Science - Human Resources Management

Montego Bay College
Jamaica
01.2019

Associate of Science - Tourism Management

Jamaica
Jamaica

Skills

  • Problem-solving skills
  • Customer Service
  • Data Entry Efficiency
  • Word Processing
  • Scheduling and Planning
  • POS System Operation
  • Conflict Management
  • Administrative Support
  • Business recordkeeping
  • Administrative Skills
  • Oral and written communications
  • Bookkeeping

Timeline

Front Desk Supervisor

Marriott
09.2023 - Current

Front Desk Manager

Motel 6
03.2021 - 09.2023

Assistant Manager of Guest Services

Hilton
07.2017 - 01.2021

Bachelor of Science - Human Resources Management

Montego Bay College

Associate of Science - Tourism Management

Jamaica

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Renee Dee