Sorelle Epigat
Summary
Dynamic hospitality professional with a proven track record at Four Seasons Hotel Denver, enhancing customer satisfaction and streamlining reservations. Skilled in documentation management and expert problem-solving, I excel in teamwork and advanced communication, significantly improving employee retention and guest service quality.
Overview
7
7
years of professional experience
Work History
Guest Recognition Specialist / Reservations Agent
Four Seasons Hotel Denver
10.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Ensure the integrity of the local database and provide support to the Reservations Sales Staff and Marketing Department
- Pre Arrival Review - On a daily basis, skilled in ensuring that all departments have the information they need, preparing them for every arriving guest.
- Properly code all reservations according to the rate type, source, travel agent, and special requests.
- Post Stay - skilled in viewing glitches, correspondence & Qualtrics to enrich the guest's profile post stay
- Guest profile and preference expert, fully trained and familiar with all aspects of profile management
- Assist with all guest inquiries within the reservations department, including assisting with high telephone volume, reservation calls/cleanings, chats, etc.
- Provide support to the Group Coordinators by helping with overflow work, running rooming lists, entering group blocks, and completing attrition.
Front Office Manager
La Quinta DIA
04.2020 - 09.2023
- Supervising guest service agents, night auditors, and bell staff to ensure total guest satisfaction
- Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures, and regulations.
- The ability to perform all front office functions both quickly and efficiently along with functioning as a technical department.
- Visible in the front of the house during high traffic times to assist the front desk team and ensure a smooth guest check in
- Responsible for hiring, training, and development of all associates working for the front desk.
- Initiating monthly department meetings, attending weekly management and sale strategy meetings when needed. Ensures all policies and procedures are in place and adhered to.
- Ensure all team members are trained on the technical and service aspect of their jobs.
- Ensure good communication between all departments and the front office to better serve our guests.
Front Desk Supervisor
Travelodge by Wyndham Grand Junction
03.2018 - 03.2020
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Maintain attendance records and rosters
- Document management, review, and track AR finances.
- Answer phones and emails from internal and external sources.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Be well versed in processes and requirements for the above-listed.
- Be well versed in processes and requirements for the above-listed.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Education
Cosmetology License - Cosmetology
The Salon Professional Academy
Grand Junction, CO12-2017
High School Diploma -
Grand Junction High School
Grand Junction, CO05-2016
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Quality assurance
- Advanced communication
- Expert in hospitality
- Teamwork
Timeline
Guest Recognition Specialist / Reservations Agent
Four Seasons Hotel Denver
10.2023 - Current
Front Office Manager
La Quinta DIA
04.2020 - 09.2023
Front Desk Supervisor
Travelodge by Wyndham Grand Junction
03.2018 - 03.2020
Cosmetology License - Cosmetology
The Salon Professional Academy
High School Diploma -
Grand Junction High School
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