Stephanie Clapp
Weirton,WV
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Hospitality Switchboard Supervisor
Destination Kohler
08.2021 - Current
- 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.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained compliance with company policies, objectives, and communication goals.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Evaluated employee performance and coached and trained to improve weak areas.
Reservation Agent
Destination Kohler
03.2005 - 08.2021
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
Education
Bachelor of Science - Business
Upper Iowa University
Milwaukee, WI05.2000
Associate of Science - Office Management
Bryant & Stratton College
Milwaukee, WI04.1998
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Inventory Control
- Staff Discipline
- Schedule development
Certification
I have a post baccalaureate certificate from Bryant and Stratton in Accounting.
I am completing a post baccalaureate certificate from Bryant and Stratton in Paralegal Studies.
Timeline
Hospitality Switchboard Supervisor
Destination Kohler
08.2021 - Current
Reservation Agent
Destination Kohler
03.2005 - 08.2021
Bachelor of Science - Business
Upper Iowa University
Associate of Science - Office Management
Bryant & Stratton College
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