Sierra Cox
Saratoga
Summary
Driven Front Office Supervisor highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Professional in hospitality management with solid background in front office operations. Demonstrates exceptional leadership in team collaboration and consistently delivers results. Skilled in staff training, guest relations, and problem-solving. Adaptable and reliable, thrives in dynamic environments and ensures seamless service delivery.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Brush Creek Ranch
05.2025 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Concierge
Brush Creek Ranch
07.2024 - 05.2025
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
- Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.
- Assisted in planning and executing special events, contributing to memorable guest experiences.
- Coordinated transportation arrangements for guests, leading to seamless travel experiences.
- Maintained accurate and up-to-date records of guest information.
Front Desk Agent
Brush Creek Ranch
05.2024 - 07.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Front Desk Agent/Night Auditor
The Gant
06.2021 - 05.2024
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees, and payments.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
Education
High School Diploma -
Estancia High School
Costa Mesa, CA06.2018
Skills
- Credit and cash payments
- Safety and security procedures
- Registration processing
- Automated telephone systems
- Hospitality services
- Front Desk Management
- Cash Handling
- POS Systems
- Guest Services
- Transaction Processing
- Customer Service
- Staff training and development
- Front desk operations
- Multitasking proficiency
- Scheduling and calendar management
Certification
Certified Phlebotomist
Timeline
Front Office Supervisor
Brush Creek Ranch
05.2025 - Current
Concierge
Brush Creek Ranch
07.2024 - 05.2025
Front Desk Agent
Brush Creek Ranch
05.2024 - 07.2024
Front Desk Agent/Night Auditor
The Gant
06.2021 - 05.2024
High School Diploma -
Estancia High School
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