Sylvia Hobbs
Fairburn,GA
Summary
Results-driven Guest Service professional with a background in hospitality and customer service. Skilled in operations management, customer service excellence, communication, team leadership, and problem-solving to enhance guest satisfaction and operational success.
Overview
7
7
years of professional experience
Work History
Guest Services Supervisor
Hampton Inn & Suites
North Charleston, SC
01.2021 - 09.2024
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Monitored daily performance of staff members and provided feedback on areas for improvement.
- Maintained accurate records of visitor data including contact details, room assignments, payment information.
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Developed strategies to improve quality of service and enhance customer satisfaction levels.
- Assisted guests with any special requests such as extra pillows or late check-outs.
- Coordinated with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Responded promptly to emails and phone calls from customers seeking assistance or information about hotel services.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Performed administrative duties such as preparing budgets, monitoring expenses, creating purchase orders.
- Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.
- Oversaw reservations received from direct calls and provided room availability information to hotel reservation websites.
- Worked directly with regional sales office to coordinate sales and marketing and meet occupancy objectives.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, departures and special requests from guests.
- Gave accurate directions to hotel and local attractions in-person and via telephone.
- Planned and coordinated weekly staff schedule to accommodate ongoing and seasonal needs of property.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Front Desk Agent
Hampton Inn & Suites By Hilton
Watertown, MA
04.2017 - 01.2021
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Provided information about hotel amenities, services, and local attractions.
- Maintained cleanliness of lobby area at all times.
- Scheduled reservations for groups and special events.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Monitored security cameras in lobby area as needed.
- Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
- Managed cash drawer responsibly throughout shift.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Provided excellent customer service while upholding company policies.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Supervised daily operations of hotel front desk in absence of manager.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Computed bills, collected payments and made change for guests.
- Issued room keys and escort instructions to bellhops.
- Arranged tours, taxis or restaurant reservations for customers.
Education
Some College (No Degree) - Early Education
Bridgewater State College
Boston, MASkills
- Operations Management & Team Training
- Scheduling Shifts
- Resolving disputes & Guest Relations
- Generating Reports & Preparing payroll
- Excellent Written & Verbal Communication Skills
- Payment collecting
- Greeting customers during Check in/out procedures
- Making reservations
- Coordinating shuttles
- Customer service standards
- Guest engagement strategies & Strategic Planning
- Front Office Support
- Concierge services
Accomplishments
- Award in Boston for Employee of the Month
- Award in Boston for Exceptional Guest Services
- Award in North Charleston, South Carolina for Best Employee of the Month
References
References available upon request.
Timeline
Guest Services Supervisor
Hampton Inn & Suites
01.2021 - 09.2024
Front Desk Agent
Hampton Inn & Suites By Hilton
04.2017 - 01.2021
Some College (No Degree) - Early Education
Bridgewater State College
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