Susan Christopher

Demonstrated professional and competent image to provide Residents with friendly and outgoing customer service.

Front Desk Supervisor Key liaison between all guests of the community and the Residents.

Lauded for supervisory experience in the hospitality industry, demonstrates organizational skills, excellent interpersonal skills, and strong communication.

Overseeing daily operations of the Front of House responsibilities: the Front Desk, loading dock, package room and Roving Safety Agents. Patrol utilizing camera surveillance systems to monitor premises ensures the safety procedures and policies of the building.

• Balanced and reconciled the day's transactions and preparing financial reports, such as Revenue Report, Rooms Management Report, Credit Activity Report, Completions and Discrepancies Report, CXL Fee Report, GNS Fee Report, Charge Code History Report, Cashier Drop Control Report, Daily Checklist Report, etc
• Performed a thorough audit of all guest accounts and financial transactions, verified and posted all guest charges, payments, and adjustments to guest folios accurately, and ensured the accuracy of room rates, packages, and discounts applied to guest accounts
• Handled general guest inquiries, requests, and complaints, as well as financial matters inquiries
• Assisted with guest check-in and check-out processes during the night shift and managed reservations, room assignments, and room availability updates
• Assisted with administrative duties, such as filing, data entry, and document management
• Updated and maintained the hotel's OPERA database and property management system.

• Managed all aspects of the hotel's food and beverage operations, including restaurant, private dining, and special event dining
• Ensured smooth day-to-day operations utilizing Virtual Matrix Database, maintaining high standards of service, and addressing any issues that may arise
• Collaborated with team members to develop menus that align with the hotel's brand and target market
• Monitored trends, customer preferences, and competitor offerings to ensure the menus remain fresh, innovative, and appealing
• Developed and managed the food and beverage department's budget
• Monitored and controlled costs, including food and beverage
• Maximized revenue through strategic pricing and cost-control measures
• Recruited, trained, and supervised food and beverage professionals
• Set performance standards, provided feedback, and fostered a positive work environment
• Ensured adequate staffing levels and scheduling
• Ensured guest satisfaction by delivering exceptional service and addressed any guest concerns or complaints promptly
• Monitored guest feedback and reviews to identify areas for improvement and taking appropriate actions to enhance the overall guest experience
• Ensured compliance with health, safety, and sanitation regulations and implemented proper hygiene practices
• Conducted daily inspections to maintain cleanliness and safety standards in all food and beverage areas.

• Collaborated with clients to understand their requirements, preferences, and vision for interior and exterior spaces
• Developed creative and innovative design concepts that align with the client's aesthetic, functional, and budgetary goals
• Selected appropriate materials, finishes, furnishings, lighting, and accessories to enhance the aesthetics and functionality of interior and exterior spaces
• Researched and sourced materials, collaborated with suppliers, and prepared detailed specifications and procurement schedules
• Developed and managed client budgets, including design fees, materials, furnishings, and other project-related expenses
• Monitored costs throughout the project lifecycle, sought cost-effective solutions, and ensured adherence to budgetary constraints.

• Utilized Develop IT System to promote insurance products to bank card members, including life insurance, health insurance, travel insurance, and other relevant issues, such as, credit card protection, billing inquiries and loss claims
• Developed and implemented sales strategies to meet or exceed sales targets and increase insurance product penetration among card members
• Provided exceptional customer service to bank card members using strategic analytical skills, assisted with inquiries, addressed concerns, and provided guidance on insurance products and services
• Developed and maintained strong relationships with clientele, fostered a collaborative partnership to ensure seamless rapport with customers and maintained positive relationships to enhance customer satisfaction and loyalty
• Adhered to relevant laws, regulations, and compliance requirements governing insurance sales and services within the banking industry
• Ensured that all interactions, processes, and documentation comply with legal and ethical standards.

• Managed and serviced customer accounts, including customer inquiries regarding payments, credit line increase requests, reconciliations, and account consolidations
• Provided guidance and support to customers on various banking products and services offered by HSBC Bank
• Investigated and resolved complex customer problems or complaints, worked closely with internal departments to ensure timely and satisfactory resolution
• Escalated issues when necessary and followed up with customers to ensure their concerns are addressed
• Participated in training programs and continuous learning initiatives, such as Collections, Credit and Risk Management, etc
• To enhance product knowledge, customer service skills, and stay updated on industry and regulatory changes.