Stephen Gaughan
Leawood
Summary
Communicative professional with several years of experience maintaining high level of hospitality, professionalism, and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
18
18
years of professional experience
2008
2008
years of post-secondary education
Work History
Front Desk Agent
IHG Hotels
Overland Park
03.2025 - 01.2026
- Guenuinely greeted guests warmly upon arrival, ensuring a positive first impression and an unforgettable hotel experience unlike any other that they will ever be able to find again in the future.
- Managed reservations, routed 3rd party bookings and would be continuously proactive in monitoring the Opera system for any possible foreseeable issues that may arise. Also I efficiently and effectively found solutions to any and all billing and or hotel issues through the use of our hotel management software.
- Answered incoming calls, providing information and the most top notch customer service and assistance to all of our guests promptly.
- Our Holiday Inn hotel was in the final handful of candidates to be selected for last years IHG Torch Bearer Award.
Front Desk Agent
The Raphael Hotel
Kansas City
07.2023 - 03.2025
- Within the first year that I was employed as a front desk agent at The Raphael Hotel, our hotel won the the very prestigious and highly sought after #1 In Service Award out of Marriott's entire worldwide Autogragh Collection comprised of over 200 hotels.
- I was also in charge of personally creating floral design peices for different parts of the lobby throught the seasons.
- I always also took pride in making special occasions for our guests staying with us at The Raphael Hotel extra special by writing personalized cards and leaving flowers and chocolate or champagne in their rooms waiting for them in to find after they checked in to help them to celebrate.
Nutrion Associate
Menorah Medical Center
Overland Park
08.2019 - 07.2023
- Implemented standard operating procedures to ensure compliance with regulations.
- Resolved patient inquiries and concerns with a focus on service excellence.
- Built relationships with customers by providing friendly customer service.
Cashier
Dean and Deluca
Leawood
03.2017 - 01.2019
- Processed customer transactions efficiently at a high-end gourmet grocery store.
- Assisted customers in selecting products, providing personalized recommendations.
- Maintained accurate cash drawer and balanced at end of each shift.
Patient Transporter
Advent Health Shawnee Mission
Lenexa
01.2016 - 01.2018
- Transported patients safely to various departments within the medical facility.
- Assisted nursing staff with patient transfers and mobility support.
- Maintained cleanliness and organization of transport equipment and vehicles.
House Manager
Kay Newell
Mission
01.2008 - 01.2016
- Managed daily household operations and schedules for smooth functioning.
- Supervised staff to ensure adherence to household standards and procedures.
- Coordinated maintenance and repairs for a safe living environment.
- walked, fed, and trained two Wire Fox Terriers.
Education
Shawnee Mission East Highschool
Prairie Village, KSSkills
- Reservation management
- Hotel management software
- Customer relationship management
- Complaint resolution
Languages
Spanish
Professional
Timeline
Front Desk Agent
IHG Hotels
03.2025 - 01.2026
Front Desk Agent
The Raphael Hotel
07.2023 - 03.2025
Nutrion Associate
Menorah Medical Center
08.2019 - 07.2023
Cashier
Dean and Deluca
03.2017 - 01.2019
Patient Transporter
Advent Health Shawnee Mission
01.2016 - 01.2018
House Manager
Kay Newell
01.2008 - 01.2016
Shawnee Mission East Highschool