Stephanie Metz
Okatie,SC
Summary
Attentive Customer Service representative with excellent work ethic and positive demeanor. Excelled in attending to phone calls and updating calendars and schedules. Organized and dedicated with years of hands-on experience with administrative duties.
Overview
8
8
years of professional experience
Work History
Front Desk Manager
Marriott Vacations Worldwide
Hilton Head Island, SC
08.2023 - Current
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary information was completed accurately.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and up to quality assurance standards at all times.
- Assisted with training new staff members on front desk procedures and policies.
- Processed employee time sheets, payroll information and other administrative documents.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Created and optimized employee schedules for shift coverage.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Front Desk Team Leader
Marriott Vacations Worldwide
Hilton Head Island, SC
02.2023 - 08.2023
- Provided daily direction and guidance to front desk staff members.
- Developed and implemented customer service policies and procedures.
- Monitored the performance of team members to ensure quality standards were met.
- Implemented strategies to improve customer service levels based on survey results.
- Performed administrative duties such as filing paperwork, updating records.
- Managed guest check-in and check-out procedures, reservations and payments.
- Mentored new staff on correct procedures, compliance requirements and performance strategies..
Guest Service Associate
Marriott Vacations Worldwide
Hilton Head Island, South Carolina
08.2022 - 02.2023
- Greeted guests upon arrival and checked them in to their accommodations.
- Ensured that all guest inquiries were answered promptly and accurately.
- Resolved any customer complaints or issues professionally and efficiently.
- Maintained a neat, clean, and organized front desk area at all times.
- Answered incoming calls from potential customers to answer questions about hotel amenities.
- Performed daily opening and closing procedures for the front desk including cash management duties.
- Created reports on occupancy levels, sales figures, customer feedback surveys.
- Coordinated with housekeeping staff regarding room status changes throughout the day.
- Tracked inventory of supplies needed for the front desk area such as stationery, brochures, maps.
- Upheld company policies and procedures while ensuring compliance with safety regulations.
- Collaborated with other departments to provide an excellent guest experience.
Dog Groomer
Woof Gang Bakery & Grooming
Fleming Island, FL
03.2021 - 07.2022
- Assisted grooming staff with washing, grooming, nail clipping, blow-drying and combing during peak hours and holidays.
- Developed long-term trustworthy relationships with clients, resulting in increased referrals and increased marketing.
Dog Groomer/Assistant Manager
PetSmart Charities
Jacksonville Beach, FL
03.2018 - 03.2021
- Scheduled and confirmed appointments.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Maintained daily calendars, set appointments with clients and planned daily sales and individual performance projections.
- Inspected work areas and operating equipment and confirmed cleanliness and maintenance.
- Collaborated with other managers and supervisors and kept informed of changes affecting service operations.
- Consulted with owners and made recommendations on individual grooming needs of pets.
Server/Bartender
Tailgators Grill & Bar
Hardeeville, SC
02.2016 - 06.2017
- Greeted customers, answered questions and recommended specials to increase profits.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Provided exceptional service to high volume of daily customers.
Education
High School Diploma -
Bluffton High School
Bluffton, SC05.2013
Skills
- Teamwork and Collaboration
- Relationship Building
- Customer Service
- Appointment Scheduling
- Verbal and Written Communication
- Problem-Solving
- Telephone Etiquette
- Task Prioritization
- Strong Organizational Skills
Timeline
Front Desk Manager
Marriott Vacations Worldwide
08.2023 - Current
Front Desk Team Leader
Marriott Vacations Worldwide
02.2023 - 08.2023
Guest Service Associate
Marriott Vacations Worldwide
08.2022 - 02.2023
Dog Groomer
Woof Gang Bakery & Grooming
03.2021 - 07.2022
Dog Groomer/Assistant Manager
PetSmart Charities
03.2018 - 03.2021
Server/Bartender
Tailgators Grill & Bar
02.2016 - 06.2017
High School Diploma -
Bluffton High School
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