Samantha Counts
Wichita
Summary
Dynamic hospitality professional with extensive experience at Hilton Garden Inn Wichita Downtown, excelling in staff management and operations oversight. Proven track record of enhancing customer satisfaction and driving sales growth through effective team leadership and training. Adept at inventory control, fostering a collaborative environment that boosts employee performance and retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Hilton Garden Inn Wichita Downtown
04.2024 - Current
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
Supervisor
Drury Hotels
11.2022 - 05.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Traveled to sister properties to help with staffing and train.
Front Office Manager
Hilton Garden Inn Wichita Downtown
09.2019 - 11.2022
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
Cash Wrap Specialist
Forever 21
11.2018 - 04.2021
- Stayed up-to-date on company policies and promotions to accurately inform customers on available offers.
- Collaborated with sales associates to promote seamless customer experiences from browsing to checkout.
- Processed returns and exchanges, resolving customer issues promptly and professionally.
- Resolved pricing discrepancies quickly, ensuring accurate charges for products purchased by customers.
Hotel Front Desk Agent
Comfort Suites Wichita Airport
06.2017 - 09.2019
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Prepared breakfast on the weekends
Customer Service Representative
Starwood Hotels & Resorts Worldwide LLC
10.2013 - 08.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Wichita East High School
Wichita, KSSkills
- Staff management
- Inventory control
- Operations management
- Staff development
- Employee relations
- Food safety and sanitation
- Employee scheduling
- Operations oversight
- Training and development skill
- Teamwork and collaboration
- Customer service
- Team leadership
Certification
- Certified Hospitality Supervisor
- CPR Certified
Timeline
Assistant General Manager
Hilton Garden Inn Wichita Downtown
04.2024 - Current
Supervisor
Drury Hotels
11.2022 - 05.2024
Front Office Manager
Hilton Garden Inn Wichita Downtown
09.2019 - 11.2022
Cash Wrap Specialist
Forever 21
11.2018 - 04.2021
Hotel Front Desk Agent
Comfort Suites Wichita Airport
06.2017 - 09.2019
Customer Service Representative
Starwood Hotels & Resorts Worldwide LLC
10.2013 - 08.2015
Wichita East High School