Samantha Calkins
Salt Lake City,UT
Summary
Productive and reliable leader with demonstrated skills in customer service, office management and administrative support. Remains professional and tactful in all situations, leveraging exemplary communication to establish relationships while fostering team engagement and brand loyalty.
Overview
10
10
years of professional experience
Work History
Front Office Manager
Kimpton Hotel Monaco Salt Lake City
09.2021 - 07.2023
- Implemented standard operating procedures for Front of House hotel operations, defining clear targets and objectives to be communicated to other team members.
- Monitored customer service trends and provided insights to Executive management team for further improvement.
- Supervised and guided new employees; responding quickly to questions to improve understanding of job responsibilities.
- Maintained positive customer relations by addressing problems head-on and using industry expertise, customer service skills and analytical nature to resolve concerns and promote loyalty.
- Delivered performance reviews, recommending additional training or advancements.
- Attend to VIP needs, assisting Sales to meet rooming
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Analyzed P&L and daily revenue reports related to administrative costs and spending trends to prepare budgets for personnel.
- Overseeing inventory control including placing and receiving orders
- Executing payroll for up to 15 direct reports.
- Established team priorities, maintained schedules and monitored performance.
Claims Administration Support Specialist
Progressive Casualty Insurance Company
05.2020 - 09.2021
- Effectively supported management and colleagues as part of remote environment.
- Assisted development and implementation of new administrative procedures to streamline operations
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Utilized digital and physical filing system to improve document organization and management.
- Accurately and efficiently processed 30-40 documents daily including Titles, Powers of Attorney, Odometer Statements, etc., while adhering to Federal and State laws and guidelines
- Securely manage financial transactions between Progressive and its partners and customers
- Acting as custodian of records within GRAMA compliance
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Manager On Duty
Stein Eriksen Lodge Deer Valley
10.2017 - 03.2020
- Demonstrated leadership in luxury hospitality.
- Manager overseeing all aspects of Front of House hotel operations for Utah's only Forbes 5-Star Rated property
- SME in all areas of Resort Operations
- Coaching and exemplifying Forbes standards and brand standards
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Managing and creating reports pertaining to guest satisfaction; communicating to departmental and executive management to ensure continued brand loyalty
- Utilized critical thinking and creative problem solving to ensure favorable, efficient resolutions to guest issues.
Overnight Supervisor
Stein Eriksen Lodge Deer Valley
01.2017 - 10.2017
- Acting manager on duty during overnight hours of hotel operation
- Knowledge of multiple hotel services including all Front Desk operations, reservations, and concierge
- Auditing, reconciling, and consolidating all daily transactions from all hotel outlets
- Creatively and effectively resolved all guest issues.
Member Services
Jet.com
03.2015 - 12.2016
- Assisted members of Jet.com via phone and email, utilizing Zendesk and responding to over 40 inquiries per day.
- Led teammates as point of contact for projects and team building exercises
- Involved in focus groups to help better processes within Jet.com
- Utilized skills and knowledge acquired from positions on other teams to assist teammates and customers.
Fraud Operations
Jet.com
05.2015 - 11.2015
- 1 of 5 employees selected to establish Western Tactical Operations and Fraud teams.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Trained new and existing leadership and employees on processes and systems used such as SQL, Braintree, Operations Dashboard, Signify, and Sift Science to perform daily tasks
- Provided materials and research that were implemented in daily operations of these teams.
Launch Coordinator
School Improvement Network
Midvale, UT
09.2013 - 03.2015
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Kept detailed records of sales and customer information in CRM software (Salesforce), updating database regularly to maintain top-notch service.
- Compiled client profiles and entered information into operating system.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Collaborated with cross-functional teams to identify and address customer needs.
Education
High School Diploma -
Horizonte Instruction And Training Center
Salt Lake City, UT06.2008
Skills
- Proficient in Opera and Maestro PMS systems
- Oral and Writing Communication
- Advanced Proficiency in Microsoft Office and Google Suite
- Policy and Procedure Modification
- Customer Service
- Employee Supervision
- Scheduling and Calendar Management
- Records Management
- Issue Handling
- Training and Coaching
- Relationship Building
Additional Information
Notary Public in the state of Utah
Timeline
Front Office Manager
Kimpton Hotel Monaco Salt Lake City
09.2021 - 07.2023
Claims Administration Support Specialist
Progressive Casualty Insurance Company
05.2020 - 09.2021
Manager On Duty
Stein Eriksen Lodge Deer Valley
10.2017 - 03.2020
Overnight Supervisor
Stein Eriksen Lodge Deer Valley
01.2017 - 10.2017
Fraud Operations
Jet.com
05.2015 - 11.2015
Member Services
Jet.com
03.2015 - 12.2016
Launch Coordinator
School Improvement Network
09.2013 - 03.2015
High School Diploma -
Horizonte Instruction And Training Center
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