Taylor Stevens
Park City,UT
Summary
Hardworking Rooms Director with excellent customer service, management and property management system/POS skills. Oversees a large team and ensures smooth business operations and guest satisfaction. Willingness to take on added responsibilities to meet hotel/resort goals.
Overview
9
9
years of professional experience
Work History
Assistant Director Of Rooms
Goldener Hirsch Auberge Resorts Collection
10.2021 - Current
- Oversee Rooms Departments: Front Desk, Housekeeping, Ski Services.
- Launched Notable Guest program for the hotel and assisted other Auberge Properties with global set up.
- Assisted in the transition of management companies, reopening the Goldener Hirsch under the Auberge standards.
- Led system upgrade from Maestro to Opera, and the audit and transfer of reservations booked through former management company.
- On-property admin for Opera: created transaction codes, revenues streams, added resort fee, new user creation, etc.
- Handled guest complaints and offered creative service recovery to maintain high guest satisfaction.
- Hired and trained new employees, demonstrating best methods for guest services while avoiding scripts and encouraging personality in service.
- Provided services efficiently and with high level of accuracy to hotel guests and residential owners.
- Increased Unifocus ratings through personable service with a record month of 93% Net Promoter Score.
- Sourced vendors for Front Office and Housekeeping.
- Created housekeeping standards for room cleanliness and quality of inspection.
- Created new process and procedures for ski valet and ski services.
- Assisted with development and distribution of marketing materials.
- Inspected rooms for damages and housekeeping standards.
- Reviewed housekeeping inventories and PAR.
- Led Concierge and Pre-Arrival services and created new standard of pre-stay reach out.
- Sourced local experiences for the hotel and assisted with building out calendars for different seasons.
- Implemented a system for shuttles and maintained condition of vehicles.
- Managed the data entry of Unifocus files and Users.
- Updated all SOPs for Front Office.
- Successfully met budget expectations for labor and expenses.
- Assisted with Owner Relations: owner calendars, ski locker and parking space assignment, comp stay distribution, balanced room assignment.
Front Office Manager
Sundance Resort
02.2021 - 10.2021
- Managed Front Desk, Concierge, Switchboard, and Bellman.
- Trained new-hires on hospitality procedures and property management system to better service guests.
- Addressed and corrected issues by providing exceptional guest service.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Drafted and finalized employee work schedules to fill coverage.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Made payroll corrections for accuracy and duplications.
- Directed and motivated Front Office staff.
- Ordered all inventory and budgeted accordingly.
- Kept staff up to date on membership programs and Forbes trainings.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Recommended strong business plans, operational decisions and financial processes.
Guest Services Supervisor
Sundance Resort
02.2020 - 02.2021
- Set and managed policies for concierge services and guest relations.
- Created and delivered effective training materials.
- Coordinated arrivals and departures of VIPs.
- Maintained high employee satisfaction and performance with hands-on style.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Monitored front areas so that questions could be promptly addressed.
- Collaborated with Housekeeping and Maintenance departments to achieve success.
Lead Front Desk Agent
Sundance Resort
01.2018 - 02.2020
- Supervised staff to handle guest requirements from check-in through check-out.
- Executed positive demeanor to each and every visitor approaching front desk.
- Greeted visitors and guests upon arrival, offered assistance and answered questions.
- Communicated with housekeeping and maintenance staff to address requests and complaints made by guests.
- Calculated billings and posted charges to rooms.
- Trained new Front Desk Agents on all policies and procedures.
Front Desk Agent
Sundance Resort
05.2016 - 01.2018
- Collected room deposits, fees and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Communicated with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered multi-line phone system and greeted callers enthusiastically.
Front Desk Agent
Hyatt Place
01.2015 - 01.2016
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions.
- Answered phones and greeted callers enthusiastically.
- Collected room deposits, fees and payments.
- Checked in and checked out guests.
Education
No Degree - Geology
Texas Tech University
Lubbock, TXHigh School Diploma -
The Woodlands College Park High School
The Woodlands, TX05.2013
Skills
- Organization and planning
- Proficient in Property Management Systems (SMS, Opera, Maestro and Alice)
- Proficient in Excel, Word, POS systems & booking systems
- Scheduling
- New-Hire training
- Payroll and budgeting
- Staff Management
- Labor Management
- Residential Operations knowledge
- Hotel and resort information
- Oral and written communication
Accomplishments
- Assisted with opening/transitioning the Goldener Hirsch to the Auberge Resorts Collection.
- Goldener Hirsch Awarded #1 Hotel in the US and #4 in the world By Travel and Leisure for 2023.
- Awarded Manager of the Month, Manager of the Quarter, and Manager of the Season.
- Increased Unifocus guest survey score rating for Rooms. Achieved 93% Net Promoter Score and maintained above 90% guest satisfaction for the Rooms Division for over a year.
- Launched the Notable guest program for the hotel and assisted with the launch for other Auberge properties across the US.
- Successfully transitioned property management systems to Opera Cloud and Alice and built systems for automatic features.
- Received consistent positive mentions for staff and self on guest surveys.
Timeline
Assistant Director Of Rooms
Goldener Hirsch Auberge Resorts Collection
10.2021 - Current
Front Office Manager
Sundance Resort
02.2021 - 10.2021
Guest Services Supervisor
Sundance Resort
02.2020 - 02.2021
Lead Front Desk Agent
Sundance Resort
01.2018 - 02.2020
Front Desk Agent
Sundance Resort
05.2016 - 01.2018
Front Desk Agent
Hyatt Place
01.2015 - 01.2016
No Degree - Geology
Texas Tech University
High School Diploma -
The Woodlands College Park High School
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