Tffany Hawkins
Nashville,TN
Summary
Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Knowledgeable Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.
Overview
5
5
years of professional experience
Work History
Front Desk Manager
Clarion Hotel -Contintental Inns Of America
06.2023 - Current
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Sales Manager
LaQuinta Inn & Suits- Contintental Inns Of America
12.2022 - 05.2023
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Established and cultivated solid business relationships with new or existing customers.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Organized promotional events and interacted with community to increase sales volume.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Prepared sales presentations for clients showing success and credibility of products.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Front Office Manager
Comfort Inn & Suites-Contintental Inns Of America
03.2020 - 12.2022
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Prepared agendas and took notes at meetings to archive proceedings.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Front Desk Receptionist
Clarion Hotel - Contintental Inns Of America
08.2018 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
Education
Associate of Science - Music Business
IADT
Nashville, TN02.2001
Skills
- Problem-Solving Skills
- Complaint Management
- Effective Planning
- Database Maintenance
- Hospitality Service Expertise
- Team Performance Monitoring
- Evaluate Performance
- Organization and Recordkeeping
- Hospitality Management
- Payment Oversight
- Business Development
- Lobby Auditing
- Corporate Branding
- Rate Changes
- Coordinate Schedules
- Group Room Block Reservations
- Check-In and Check-Out Procedures
- Staff Supervision
- Planning and Prioritization
- Telephone Etiquette
- Professional Relationships
- Operations Management
- Conflict Management
- Multi-Line Phone Systems
- Marketing
- Administration and Operations
- Strategic Planning
- Write Reports
- Inventory Oversight
- Microsoft Office
- Guest Relations
- Staff Training
- Property Tours
- Guest Safety
- Cafe Inventory
- Hotel Reservation Systems
- Revenue Reviews
- Shift Scheduling
- Written and Oral Communications
- Mentoring
- File Management
- Personnel Management
- Hospitality and Accommodation
- Time Management
- Customer Service Management
- Credit and Cash Payments
- Event Coordination
- Constructive Feedback
- Word Processing
- System Updates
- Guest Service Oversight
- Administrative Support
Timeline
Front Desk Manager
Clarion Hotel -Contintental Inns Of America
06.2023 - Current
Sales Manager
LaQuinta Inn & Suits- Contintental Inns Of America
12.2022 - 05.2023
Front Office Manager
Comfort Inn & Suites-Contintental Inns Of America
03.2020 - 12.2022
Front Desk Receptionist
Clarion Hotel - Contintental Inns Of America
08.2018 - 03.2020
Associate of Science - Music Business
IADT
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