Samantha Pierre
Pawtucket,RI
Summary
Versatile Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Marriott Residence Inn Boston Foxboro
10.2022 - Current
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Attended staff meetings and brought issues to attention of upper management.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Clinical Coordinator
Neighborhood Health Plan of Rhode Island
09.2016 - 12.2022
- Respond to all telephone calls directed to Medical Management phone line and direct medical review inquiries to assigned Clinical Coordinator “specialists” who work with Clinical Management Nurse
- Review incoming requests for clinical services to determine if (prior) authorization is required and if medical review is necessary
- Notify treating practitioners to send all pertinent clinical information to Neighborhood including information about individual members’ progress towards medical goals, knowledge and skills for self-care, resource needs, support system deficits or barriers, demographic information and age, co-morbidities, and any complications, on behalf of Neighborhood staff conducting medical review
- Process all requests per established protocols to ensure compliance with timelines, and forward appropriate Clinical Management Nurse, those services which require medical necessity decision
- Contact treating practitioners subsequent to approved authorization requests to inform them of authorization information
Front Desk Agent
Marriott Residence Inn Providence
04.2021 - 07.2022
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Resolved service-related problems and documented actions in system.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Managed lost and found items to assist guests with retrieving belongings.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Front Desk Agent
Marriott Courtyard
05.2018 - 01.2020
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Associates - Business Administration/ Retail Management
Bristol Community College
Fall River, MA2010
Skills
- Technical Skills:
- Software: Microsoft Office Suite, Windows NT-7, PowerPoint, AllScripts, ECIN, Type 60 wpm, Lotus Notes, Sprain (Siemens Product), Proton, DOS, Fosse
- Effective Customer Service
- Compliance Requirements
- Written and Oral Communications
- Staff Supervision
- Staff Training
Languages
English
Native or Bilingual
Haitian Creole
Professional Working
Timeline
Front Desk Supervisor
Marriott Residence Inn Boston Foxboro
10.2022 - Current
Front Desk Agent
Marriott Residence Inn Providence
04.2021 - 07.2022
Front Desk Agent
Marriott Courtyard
05.2018 - 01.2020
Clinical Coordinator
Neighborhood Health Plan of Rhode Island
09.2016 - 12.2022
Associates - Business Administration/ Retail Management
Bristol Community College
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