Taylor Edmondson
Hollister,MO
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 2 years in hospitality industry. Experience managing front desk team of guest service specialists.
Overview
6
6
years of professional experience
Work History
Front Desk Supervisor
Westgate Branson Lakes At Emerald Pointe
02.2023 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest complaints by addressing issues with rooms promptly.
- Attended staff meetings and brought issues to attention of upper management.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Entered and updated sensitive customer information during check-ins and room changes.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
Front Desk Agent
Westgate Branson Woods Resort
04.2022 - 02.2023
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Visual Merchandiser
H&M Hennes & Mauritz
11.2021 - 03.2022
- Worked with store managers to implement new displays, promotions and store layout changes.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Revamped store layout to improve customer flow and overall shopping experience, resulting in better customer satisfaction ratings.
- Monitored and replenished display inventory and restructured according to available stock.
- Updated signage regularly to reflect current promotions or markdowns, improving clarity for customers seeking sale items within the store environment.
- Increased customer traffic through effective window displays that showcased new products and promotions.
- Created interior displays to promote products in alignment with corporate sales objectives.
- Analyzed sales data and customer feedback to develop creative solutions to improve customer experience.
- Managed aesthetically pleasing displays to showcase company products and increase sales.
- Evaluated store performance and made recommendations for changes to optimize sales.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
Education
High School Diploma -
Berryville High School
Berryville, AR05.2017
Skills
- Guest Relations
- Time Management
- Reservations Management
- Problem-solving skills
- Customer Service Management
- Word Processing
- Data Entry Efficiency
- Training and mentoring
- Team building proficiency
- Staff Training and Development
- POS System Operation
- Listening Skills
Timeline
Front Desk Supervisor
Westgate Branson Lakes At Emerald Pointe
02.2023 - Current
Front Desk Agent
Westgate Branson Woods Resort
04.2022 - 02.2023
Visual Merchandiser
H&M Hennes & Mauritz
11.2021 - 03.2022
High School Diploma -
Berryville High School
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