Ricki Conn
Claremore
Summary
Professional with extensive experience in hospitality management, prepared to lead front office operations effectively. Adept at enhancing guest experiences and optimizing workflow efficiency. Reliable team collaborator focused on achieving exceptional results and adapting to dynamic situations with ease.
Knowledgeable with solid background in managing front office operations and enhancing guest satisfaction. Proven ability to streamline processes and foster welcoming environment. Demonstrated strong leadership and organizational skills, ensuring seamless daily operations and high team morale.
Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
10
10
years of professional experience
Work History
Hard Rock Casino Front Office Supervisor
Cherokee Nation Entertainment
Catoosa, OK
09.2023 - Current
- Supervise daily hotel operations to ensure smooth and efficient guest service.
- Lead, train, and support front desk staff to maintain high performance standards.
- Handle guest escalations and resolve complaints professionally and promptly.
- Monitor staff attendance and productivity.
- Ensure compliance with company policies, procedures, and service standards.
- Assist in financial tasks including cash handling, reporting, and balancing drawers.
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
- Conduct audits and ensure accuracy of reservations, billing, and guest accounts.
- Support onboarding and continuous training of new employees.
Hotel Front Desk
Cambell Hotel & Event Centers
Tulsa
03.2022 - 09.2023
- Managed guest check-in and check-out processes efficiently.
- Answered phone calls and handled reservations, including third-party bookings.
- Assisted guests with event center bookings and provided tours.
- Resolved guest concerns to ensure a positive experience.
- Prepared daily paperwork and shift reports.
- Managed deposits and maintained accurate financial records.
- Balanced cash drawers at the beginning of each shift.
Petco Premier Support
Sutherland Global
Tulsa
01.2022 - 03.2022
- Handled escalated customer service calls and provided resolutions.
- Communicated with backend teams to resolve complex issues.
- Conducted follow-up calls to ensure customer satisfaction.
Guest Service Agent
Cherokee Nation Entertainment
Catoosa, OK
10.2019 - 01.2022
- Facilitated efficient communication by managing incoming calls for various properties and processing hotel reservations.
- Oversaw ticket sales operations for concerts while managing event-related inquiries. Collaborated with event teams to enhance customer experience and streamline communication.
- Oversaw coordination of dining reservations and guest services to ensure seamless operations.
- Oversaw call distribution to relevant departments, ensuring timely and accurate responses to inquiries.
- Managed scheduling of airport transportation services for guest convenience.
- Supported guest satisfaction by managing loyalty rewards and coordinating complimentary stays.
Lead Night Clerk (Hotel)
Cherokee Nation Entertainment
Catoosa, OK
11.2017 - 10.2019
- Reviewed and verified guest account details nightly, identifying discrepancies and ensuring accuracy.
- Managed posting of room charges, taxes, and adjustments to ensure accurate guest billing.
- Reviewed data and prepared detailed financial and operational reports for management review and compliance.
- Conducted thorough reviews of transactions to ensure accuracy and systematically resolved any discrepancies identified.
- Facilitated overnight check-in procedures and assembled registration materials to ensure seamless guest arrivals.
Cashier / Cook
The Woodshed
Adair, OK
07.2016 - 11.2017
- Processed customer transactions efficiently using POS systems.
- Assisted customers with product inquiries and recommendations to enhance satisfaction.
- Maintained accurate cash drawer balances through diligent counting and reconciliation.
- Implemented training initiatives for new employees, focusing on adherence to operational protocols and delivery of high-quality customer service.
- Monitored and refined food preparation techniques to ensure compliance with quality standards.
- Ensured store cleanliness and organization to enhance customer experience.
Cook / Cashier
Little Caesars Pizza
Pryor, OK
01.2016 - 04.2016
- Prepared and cooked menu items according to standard recipes and quality guidelines.
- Managed kitchen operations to ensure timely service during peak hours.
- Maintained cleanliness and organization of kitchen equipment and workstations.
Education
High School Diploma -
Adair High Schoo;
Adair, OKSkills
- Issue handling
- Staff management
- Multitasking proficiency
- Reservation management
- Property management systems
- Front desk operations
- Reservations assistance
- Staff training and development
- Data entry
- Complaint handling
- Employee management
- Staff supervision
- Hotel information
- Administrative tasks
- Daily shift oversight
- Guest check-in and check-out
- Exceptional customer support
- Decision-making capacity
- Customer service
- Listening skills
- Effective multitasking
- Hospitality services
- Relationship building
- Customer relations
- Employee supervision
- Teamwork
- Problem-solving
- Customer service management
- Spreadsheet tracking
- Guest relations
- Training and coaching
Timeline
Hard Rock Casino Front Office Supervisor
Cherokee Nation Entertainment
09.2023 - Current
Hotel Front Desk
Cambell Hotel & Event Centers
03.2022 - 09.2023
Petco Premier Support
Sutherland Global
01.2022 - 03.2022
Guest Service Agent
Cherokee Nation Entertainment
10.2019 - 01.2022
Lead Night Clerk (Hotel)
Cherokee Nation Entertainment
11.2017 - 10.2019
Cashier / Cook
The Woodshed
07.2016 - 11.2017
Cook / Cashier
Little Caesars Pizza
01.2016 - 04.2016
High School Diploma -
Adair High Schoo;