Hi, I’m
Teresa Peabody
Towaoc,CO
Summary
Dynamic Front Desk Supervisor with over four years of experience in hotel operations. Proven ability to resolve guest inquiries and complaints effectively while training staff to uphold high customer service standards. Aiming to leverage problem-solving skills to enhance overall guest satisfaction.
Overview
5
years of professional experience
Work History
Ute Mountain Casino Hotel
Hotel Front Desk Supervisor
10.2021 - Current
Job overview
- Supervised front desk operations, ensuring efficient check-in and check-out processes.
- Trained and mentored new front desk staff on hotel policies and customer service standards.
- Resolved guest inquiries and complaints promptly, enhancing overall guest satisfaction.
- Coordinated room assignments and managed reservations using the property management system.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Monitored occupancy levels, adjusting room rates as needed to maximize revenue potential.
- Maintained accurate guest records, safeguarding sensitive personal information in compliance with privacy regulations.
- Collected room deposits, fees, and payments.
- Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Ute Mountain Casino
Casino Housekeeping
01.2021 - 06.2021
Job overview
- Maintained cleanliness and sanitation standards across gaming areas and guest facilities.
- Assisted in training new staff on cleaning protocols and safety procedures.
- Operated specialized cleaning equipment to ensure efficient facility maintenance.
- Collaborated with team members to prioritize high-traffic areas for timely service.
- Provided exceptional customer service by responding promptly to guest inquiries regarding facility cleanliness.
- Developed improved techniques for dusting and sanitizing surfaces, enhancing overall guest satisfaction.
- Improved overall guest satisfaction by maintaining cleanliness and sanitation of casino gaming areas, restrooms, and lobby spaces.
- Completed assigned tasks within time constraints while adhering to strict quality guidelines set forth by the casino management team.
- Assisted in maintaining inventory levels for cleaning supplies, tools, and equipment necessary for daily operations.
- Maintained knowledge of emergency procedures to quickly respond and assist in situations such as fires, medical incidents, or evacuations.
Education
Great Basino High SchoolClearfield, UT
High School Diploma
Clearfield Job CorpsClearfield, UT
Secretary Certificate from Business And Clerical
Skills
- Staff training and development
- Flexible schedule
- Cash handling expertise
- Complaint handling
- Property management systems
- Guest relations management
- Administrative tasks
- Reservation management
- Hotel industry experience
- Microsoft office
- Hotel operations
- Guest relations
- Professional appearance
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Teamwork and leadership
- Problem-solving abilities
- Front office operations
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Multitasking ability
- Front desk operations
- Front desk management
- Payment processing
- Inventory management
- Community relations
- Shift scheduling
- Organizational skills
- Decision-making
- Relationship building
- Microsoft office proficiency
Timeline
Hotel Front Desk Supervisor
Ute Mountain Casino Hotel
10.2021 - Current
Casino Housekeeping
Ute Mountain Casino
01.2021 - 06.2021
Great Basino High School
High School Diploma
Clearfield Job Corps
Secretary Certificate from Business And Clerical