Shontiara Taplin
Garden Grove,CA
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 7 years in hospitality industry. Experience managing front desk team of guest service specialists. I am dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Adaptable and dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Homewood Suites Anaheim Convention Center
Anaheim , CA
2021.05 - Current
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Managed front desk operations with a focus on maintaining hotel reputation, enhancing staff productivity and optimizing operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Communicated schedule changes effectively throughout the organization when necessary.
Guest Service Representative
Hilton Garden Inn Garden Grove
Garden Grove , CA
2023.11 - Current
- Provided friendly conversations to patrons during the check-in process at front desk.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Facilitated successful front desk operations for high-volume hotel.
Welcome Enthusiast
Canopy Portland
Portland , OR
2018.05 - 2020.03
- Helped customers complete purchases, locate items and join reward programs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
Guest Service Rep
Hampton Inn & Suites
Portland , OR
2017.08 - 2018.05
- Ensured Hampton 100% Guarantee
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Education
High School Diploma -
Mojave High School
North Las Vegas, NV2014-06
Weber State University
Ogden, UTNursing
Grand Canyon High School
Grand Canyon, AZSkills
- Constructive Feedback
- Microsoft Office
- Account Changes
- Reservation Management
- VIP Guest Relations
- Customer Service
- Complaint Resolution
- Organizational expertise
- System updates
References
References available upon request.
Timeline
Guest Service Representative
Hilton Garden Inn Garden Grove
2023.11 - Current
Front Desk Supervisor
Homewood Suites Anaheim Convention Center
2021.05 - Current
Welcome Enthusiast
Canopy Portland
2018.05 - 2020.03
Guest Service Rep
Hampton Inn & Suites
2017.08 - 2018.05
High School Diploma -
Mojave High School
Weber State University
Nursing
Grand Canyon High School
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